高级主任 - CRM (Client Experiences)

该职位来源于猎聘 This position focuses on the design and evolution of the membership program, the development of member benefits and privileges, and the creation of distinctive member experiences and events. The role is responsible for defining "what the experience should be" and ensuring consistent, on-brand delivery across all touchpoints, while partnering with the Client Engagement team and VIC Experience team to align experience design with CRM operational capabilities and data-driven execution, to ensure all designs can be effectively deployed through CRM systems and operational workflows, under guidance from Senior Client Experience Manager.

Responsibilities: Develop and evolve the optimization of membership privileges, gifting, points mechanics, and lifecycle experience standards to ensure program competitiveness in the market, and drive member retention and upgrade Support Client Experience Sr. Manager to identify experience gaps across the member lifecycle and propose iterative program enhancements Support Sr. Mgr. to design and curate member benefit offerings and privileges that elevate perceived value, working with internal and external partners to enrich the benefit pool Conceptualize and package member benefit offerings (birthday privileges, exclusive services, priority access, etc.) to elevate perceived value Oversee the execution of member-exclusive events and experiences from creative concept through on-site delivery, ensuring quality and brand alignment Work closely with Client Engagement team to source and onboard internal and external benefit resources (brand partnerships, venue access, service perks) to enrich the benefit pool Develop and update client experience SOPs, service guidelines, visual standards and usage standards for consistent rollout across all malls, to ensure consistent delivery and unified execution across all malls Develop CRM workshop/events concepts (theme, format, experience highlights, venue ambiance) and benchmarks, and manage event vendors to ensure output aligns with tone Oversee on-site experience quality, gather feedback, and produce post-event recap reports with identifying deviations and driving corrective actions to ensure continuous improvement of local execution quality Research market trends, competitor offerings, and best industry practices to identify innovation opportunities and inform program upgrades Collaborate with the Client Engagement team and VIC Experience team to ensure experience designs are aligned with member needs, CRM system capabilities, data tracking requirements, and operational feasibility Provide training, guidelines, and operational support to local teams on experience standards, benefit delivery, and event execution standards Prepare regular reports on program performance, member feedback, and experience quality for review by leadership

Requirements : Education background: Bachelor’s degree or above Proven minimum 5 year CRM experience of relevant experience Deep understanding of client experience and industrial trends Able to present brand image with customer centric mind set Outstanding communication skills Proactive, good team player with strong sense of responsibility Willing to take initiatives and result-oriented Strong business acumen with the ability to influence and negotiate Creative, customer oriented and highly organized with the ability to deal with multiple stakeholders Ability to multitask and work under pressure Embracing our values of integrity, sustainability, excellence and openness.