Senior Officer - Customer Relationship Management

Job description

Hang Lung Group Limited (SEHK stock code: 00010) has been engaged in real estate development since 1960. Through its subsidiary Hang Lung Properties Limited (SEHK stock code: 00101), the Group manages a portfolio of over 3.5 million square meters of retail, office, residential, and hotel properties across Hong Kong and the Chinese Mainland. The Group’s diverse portfolio in Hong Kong includes office towers and malls in prime districts, as well as luxury residential developments in prestigious areas. In the Mainland, under the signature “66” brand, the Company’s mixed-use and retail developments are regarded as premium landmarks, strategically located in the hearts of key cities of Shanghai, Shenyang, Jinan, Wuxi, Tianjin, Dalian, Kunming, Wuhan, and Hangzhou. Our people are the precious asset of the Hang Lung family and the key to our success. They drive forward our development through their commitment, professionalism and caring services. As we extend our business horizons, we continue to devote significant resources and energy to developing the expertise and skills of our outstanding team. Integrity, Sustainability, Excellence, and Openness are at the heart of who we are. If you share these values, you could be the talent we are looking for. Join us and grow with us. Role Overview 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. We are an equal opportunity employer and are committed to fostering a diverse workforce and an inclusive workplace where employees are treated with respect. We welcome applications from all qualified candidates regardless of race, ethnicity, color, gender, age, religion, disability, marital status, or any other characteristic protected by PRC law. If you have specific needs that require reasonable accommodation during the recruitment process, please let us know. Personal Information Collection Statement (For recruitment purposes) Information collected by Hang Lung Properties Limited and/or its associated companies will be treated in strict confidence and will be used exclusively for recruitment and other employment-related purposes. Information collected may be disclosed to such person or organization for the purpose of verifying the accuracy of the information provided by the applicant. The provision of true, complete and accurate information required in support of applications is necessary for selection purposes. Failure to do so may affect the processing and outcome of your application. Applicants who do not hear from us within 8 weeks from the date of application may consider their applications unsuccessful and their personal data will typically be destroyed within 12 months after rejection of the application.