Associate Consumer Engagement & Analytics Manager-Nutrition

ROLE DESCRIPTION

• Lead the development and implementation of consumer engagement strategies that maximize customer lifetime value. Design effective customer journey management and data-driven cross-sell/upsell campaigns to deepen customer penetration and sales growth.

• Creation of data governance standards to ensure all relevant information related to consumer engagement is standardized across platforms and ready to generate insights and continuous assessment of results.

• Understand end-to-end data processes across systems to deliver business performance reporting, campaign tracking, and consumer engagement/behavior analysis.

• Identify business opportunities via consumer engagement by analyzing data on new and repeated users' status, sales contribution, retention metrics and propose actionable insights.

• Design mechanism of loyalty program and create roadmap of all lifecycle consumer journey from onboarding and replenishment and retention.

• Oversee the end-to-end implementation and delivery of consumer engagement campaigns, ensure seamless and personalized execution of new initiatives.

• Collaborate with brands and work independently to perform in-depth customer analysis, design customer journey, develop advanced lifecycle programs with business impact.

• Analyze and understand customer preferences, working closely digital and brands to design attractive rewards and experience for customers.

• Work with cross functional team to pilot and implement personalized end-to-end campaigns and communications to create touchpoints and optimize campaign response

• Lead a team of external customer service representatives to deliver outstanding customer experiences and service across different channels (Hotline, Social, Whatsapp)

• Collaborate with cross-functional team to integrate analytics into business processes and decision making with trackable Salesforce.com omni-channel activities

• Champion industry trends in consumer engagement/loyalty and analytics innovation.

KEY RESPONSIBILITIES & ACTIVITIES

• Responsible for shaping, leading and implementation of overall consumer engagement strategy in collaboration with cross functional teams to drive sales growth and customer retention.
• Able to translate business problems into analytics-led solutions with appropriate methodology, manage initiatives effectively and evaluate the results rigorously.
• Utilize data-driven approaches to drive database segmentation effectively, improving personalized communications and marketing campaigns.
• Map consumer journey to identify and analyze touch points with the organization to maximize commercial opportunities
• Collaborate with cross functional to create roadmaps for loyalty and retention programs to drive an exceptional customer experience
• Strong analytical skills with the ability to interpret data and generate actionable insights to drive business growth through data analytics.
• Champion industry trends in consumer engagement/loyalty and analytics innovation.
• Coach team to deliver high-quality consumer engagement related initiatives and analysis.

Requirements:

• Degree holder in Business, Marketing, or any related discipline.

• Minimum 3 years of experience in marketing or brand management; solid hands-on digital marketing or CRM or Consumer Engagement experience is strongly preferred.

• Familiar with media KPIs, engagement performance metrics, and campaign measurement tools.

• Passion for the nutrition, health, babies/ kids-related or pharmaceutical industry; science background or nutrition knowledge is an advantage.

• Tough, persistent, and able to manage multiple tasks under pressure with resilience and ownership.

• A proactive, analytical team player with strong business acumen and entrepreneurial mindset.

• Strong communication, presentation and project management skills.

• Fluent in written and spoken English and Chinese; Mandarin an advantage.