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CRM Analytics Manager (Group Strategic Projects)

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Role Purpose:

This position would lead the CRM Advanced Analytics sub-team to manage loyalty members’ data and KPIs across business units in Asia & Europe, and perform members’ related data analytics across business functions, while identify the key CRM drivers throughout the entire lifecycle to maximize the customer lifetime value.

A typical day in this Role: 

  • Lead a team of analysts to convert data into insights/foresights & drive the development of strategic plans and business performance.
  • Oversee a wide range of CRM analyses, including dashboard design & development, customer analyses and member & store segmentation.
  • Oversee the KPI reporting & budget cycle. Ensure consistent KPIs definition across the Group.
  • Ensure data accuracy by collaborating with  business units, Group IT, Finance, and other relevant departments.
  • Extend analyses from pure CRM angles by integrating multiple data sources to cover more business analytics, and discover new insights.
  • Share Group standard approaches and best practices to business users and ensure all related activities are compliant with Company's business objectives.

This job is a good fit for You if:

  • You are an INQUIRER.  You often ask “Why?” and quickly look for patterns to move forward with solutions. You tend to be less traditional and more willing to try new things. 
  • You are a COLLABORATOR.  You explore outside resources and develop contacts that may be helpful to the team. You are high energy and outgoing. 
  • You are a MEDIATOR.  You will try to bring people with divergent views closer together, to reach consensus and get everyone on the same page in order to maximize the teams' results.  
  • You are a PROBLEM SOLVER.  You make decisions based on evidence-based opinions. 
  • You are an INNOVATOR.  You will not be constrained by the past, instead viewing challenges as opportunities to change direction and explore what's ‘new and different’.

Success will depend on:

  • University degree holder in Statistics, Information Management, Economics, Marketing Science, Applied Mathematics, or related quantitative fields. 
  • At least 8 years of solid experience in loyalty or marketing analytics, preferably in FMCG or retail industry with 3+ years in a managerial role.
  • Strong numerical sense and data analytical skills, with capabilities to use database and data science tools (PLSQL, Databrick, Python etc.).
  • With 2+ years of hands-on experience on dashboard development using visualization tools (e.g. Tableau Prep & Desktop or Power BI).
  • A good team player with excellent communication and interpersonal skills.
  • Experience in CRM operation and campaign management will be a definite advantage.  
  • Fluent in both written and spoken English and Chinese including Mandarin

We are an equal opportunity employer and welcome applications from all qualified candidates. The information provided will be treated in strict confidence and be used only for consideration of your application for relevant/ similar posts within the A.S. Watson Group.


Watson House,1-5 Wo Liu Hang Road,Hong Kong,Fo Tan NT Hong Kong


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