The CRM Loyalty Manager will be charged with leading and driving business for both A&F and Hollister’s in-market Loyalty Programs and customer relationship marketing (CRM) initiatives.

Responsibilities include the buildout of digital and offline marcom creative to support the development of effective loyalty campaigns together with local internal and third-party teams. The ideal candidate will be highly-analytical and have deep insights on customer loyalty and retention in China. He/she will think creatively to innovate the way we segment, retain, and drive loyalty with existing customers across multiple online and offline channels/platforms. He/she will continue to redefine the standard of customer relationship and loyalty that delights and surprises our customers.

This role will need to develop a good working relationship with our US Home Office brand marketing and creative teams to understand the creative strategy on behalf of the local team. Building trust, being an effective creative business partner, and having the ability to see the big picture while keeping eyes on every detail - are key for this role. The right individual will also need to be fluid and open to changes as we learn what is best for the local region/country.

What Will You Be Doing?

• Manage and operate company’s loyalty program through the whole lifecycle including re-activation, recruitment and retention

• Manage an annual loyalty budget to facilitate communications, marketing initiatives and research to achieve maximum increase in member loyalty and group revenues from the loyalty channel

• Drive member loyalty and satisfaction level to ensure Loyalty and CRM KPIs are achieved.

• Lead in-market loyalty program innovation to test and optimize ways to earn/burn

• Work closely with in-house teams and external 3rd party vendors to deliver and continuously optimize the loyalty program experience to drive incremental revenue

• Provide strategic direction and guidance to 3rd party loyalty operations team

• Define, test, and optimize customer segmentations based on customer demographics, shopping history, behaviors, and preferences

• As a member of the local team, act as a key voice to champion the loyalty/CRM programs

What Do You Need to Bring?

• A deep understanding of Omni-channel CRM and loyalty marketing programs in China

• Significant experience in effective customer segmentation and communications

• Strong strategic and analytical experience

• Excellent ability to communicate effectively in a global organization.

• Partners well with cross functional business groups as a leader, influencer or key stakeholder.

• Ability to manage large quantities of work, making smart decisions to ensure that deliverables are met in a fast pace environment.

• Passion for getting things done.

• Tmall or local China market ecommerce experience preferred

• Some travel required (internationally and within the US)

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