该职位来源于猎聘 JOB SUMMARY Sr. Executive, CRM, China owns customer data analysis and translates customer, transaction and engagement data into actionable insights that strengthen acquisition, retention and loyalty performance. The role oversees day-to-day CRM system management, loyalty program operations, data quality and reporting, partnering with Retail, eCommerce, Merch, Marketing, Technology and global CRM/BI teams to improve the end-to-end customer journey. The position provides hands-on supervision of assigned resources and external partners, ensuring priorities, deliverables and service standards are met.

KEY RESPONSIBILITIES

• Customer Data Analytics & Business Insights (Primary Focus)
• Own the CRM analytics agenda and KPI framework across customer acquisition, engagement, retention, reactivation, loyalty and sales contribution.
• Integrate, cleanse and analyse customer, transaction, campaign and channel data; identify trends, patterns, anomalies and growth opportunities.
• Develop segmentation and lifecycle analyses across channels, stores, product categories, customer value tiers and behavioural cohorts.
• Build and maintain management dashboards and recurring weekly, monthly, quarterly and annual performance reporting, with clear commentary and recommended actions.
• Translate complex analysis into concise presentations and practical recommendations for CRM targets, sales action plans, clienteling, offers and campaign optimisation.
• Partner with Global BI and partners on data preparation, processing, modelling, customer segmentation and data visualisation.
• Loyalty Programme Management
• Support the strategy, roadmap and ongoing optimisation of the China loyalty program, using data to improve member recruitment, activation, engagement, retention and value.
• Monitor loyalty benefits, tiers, earn/burn mechanics, member journeys and program performance; identify opportunities to improve relevance, efficiency and customer experience.
• In partnership with the Marketing team, coordinate loyalty campaigns, member communications and store execution with Retail, eCommerce, and relevant partners.
• Maintain program documentation, operational processes and performance tracking, and support issue resolution and continuous improvement.
• CRM Systems, Data Governance & Operations
• Act as the day-to-day business owner for CRM platforms, dashboards and related customer-data tools in China, ensuring stable operations and effective user adoption.
• Gather and prioritise business requirements, coordinate enhancements, testing and deployment, and manage issues with Technology, global teams and external vendors.
• Establish and maintain data-quality controls, data definitions and governance routines; monitor completeness, accuracy, duplication and consent-related fields.
• Ensure CRM processes and data use follow applicable company policies and approved privacy, security and compliance requirements.
• CRM Campaigns, Clienteling & Customer Journey
• Partner with business teams to define target audiences, measurement plans and post-campaign analysis for CRM and loyalty initiatives.
• Measure the customer funnel from awareness and consideration through purchase, repeat purchase and retention, recommending journey improvements based on evidence.
• Provide analytical support for clienteling programmes, customer offers, tactical promotions and store-level CRM action plans.
• Create test-and-learn frameworks, including audience, offer and channel comparisons, and document results for future optimisation.
• Stakeholder, Vendor Supervision
• Serve as the key China CRM analytics contact for Retail, eCommerce, March, Marketing, Technology and global CRM/BI stakeholders.
• Manage external vendors against agreed scope, timelines, quality and service standards; ensure deliverables are accurate, actionable and on time.
• Promote data literacy by helping business users understand dashboards, KPIs and insights and apply them in decision-making.

EDUCATION, PRIOR EXPERIENCE AND SKILLS NEED

• University degree in statistics, data science, business analytics, economics, marketing or a related discipline.
• 5+ years of relevant experience in CRM, customer analytics, business intelligence or loyalty, preferably within retail, fashion, beauty or another consumer-focused sector; prior supervisory or project-lead experience preferred.
• Strong analytical capability with hands-on experience in customer segmentation, lifecycle analysis, campaign measurement, dashboarding and insight generation.
• Proficiency in SQL and Excel; experience with BI/data-visualisation tools and CRM or customer-data platforms.
• Working knowledge of CRM system operations, data quality, user acceptance testing, vendor management and cross-functional requirement gathering.
• Commercial mindset with the ability to connect data findings to customer experience, loyalty and sales outcomes.
• Clear written and verbal communication skills in English and Chinese, with the ability to influence varied business and technical stakeholders.
• Highly organised, detail-oriented and able to manage multiple priorities in a fast-paced environment.