全职 Senior Project Executive - CRM - Digital (Secondment) 工作, 薪水, SMCP Hong Kong 公司招聘中 - Ricebowl

About This Role

This is a regional role embedded in SMCP Asia’s IT team, with a focused remit on CRM, digital platforms, clienteling tools, and customer-facing technology across all Asia Pacific markets. You will take ownership of CRM and digital workstreams while also maintaining data quality and operational BI reporting — ensuring systems run accurately and that business users have the insights they need.

With 3-5 years of experience, you bring solid delivery capability and are ready to operate independently across markets — coordinating with HQ, local teams, and vendors to ensure CRM, digital, and clienteling systems run effectively and evolve with the business.

Key Responsibilities

CRM, Digital & Clienteling Systems

• Own the delivery of CRM-related projects and enhancements across APAC, including integrations with loyalty, customer service, and clienteling platforms.

• Manage the implementation, configuration, and ongoing operations of clienteling and messaging tools (e.g. OmniChat, LINE, WeChat, and similar platforms) across relevant markets.

• Coordinate system rollouts, configurations, and upgrades across all markets in partnership with HQ and regional stakeholders.

• Manage UAT, go-live readiness, and post-implementation reviews for CRM, digital, and clienteling initiatives.

• Act as the regional expert for tools such as Emarsys, Salesforce, OmniChat, LINE, and similar platforms.

• Ensure clienteling tools are effectively integrated with CRM and customer data systems to enable personalised outreach by store teams.

Data Quality & BI Support

• Serve as first-line investigator for data discrepancies across CRM, POS, and connected systems — triage issues, identify root causes, and coordinate fixes with relevant teams.

• Maintain and update existing Tableau dashboards and standard reports, ensuring accuracy and relevance for business users across markets.

• Manage incoming report requests from regional markets, handling standard asks independently and escalating complex analytical development to the BI team.

• Document data flows, field mappings, and known data issues across integrated systems to build institutional knowledge.

Business Analysis & Requirements

• Work with market teams and commercial stakeholders to capture business requirements and translate them into clear technical specifications.

• Bridge the gap between business users and global IT/HQ development teams.

• Document functional requirements, process flows, and solution designs for CRM, digital, and clienteling projects.

Cross-functional & Regional Coordination

• Serve as the IT point of contact for CRM, digital, and clienteling matters across China, RoA (HK, Macau, Taiwan, Singapore, Malaysia), and Oceania (Australia, New Zealand).

• Support market teams in adopting and maximising the value of clienteling tools — working closely with retail operations and CRM business teams.

• Assist in driving adoption of new systems through training, change management support, and user documentation.

Vendor & Stakeholder Support

• Liaise with CRM, digital, and clienteling platform vendors for issue resolution, enhancements, and roadmap alignment.

• Coordinate with HQ IT, data, and CRM teams to align regional requirements with global standards.

Application Support

• Provide second-level application support for CRM, digital, and clienteling systems.

• Escalate and coordinate resolution of issues with global teams where required.

Qualifications & Experience

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.

• 3-5 years of experience in IT business analysis, CRM systems, or technology implementation — retail or luxury strongly preferred.

• Hands-on experience with CRM platforms (e.g. Salesforce, Emarsys).

• Experience with clienteling or customer messaging tools (e.g. OmniChat, LINE, WeChat, or similar) — either from an IT implementation or operations perspective.

• Working knowledge of Tableau or similar BI tools (e.g. Power BI); comfortable maintaining dashboards and troubleshooting data issues.

• Experience working in or supporting a regional or multi-market technology environment.

• Strong business analysis skills — requirements gathering, process documentation, UAT management.

• Excellent communication skills in English; Cantonese and/or Mandarin a strong advantage given the multi-market scope and tool landscape.

• Exposure to POS or ERP systems is a plus but not required.

Equal Opportunity Statement

SMCP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.