CRM & Loyalty Manager

Throughout the century, Shell has been at the forefront of the drive to support Hong Kong and Macau to meet its growing energy needs. Today, Shell supplies motorists and business customers with a wide range of energy solutions including Mobility, Commercial Fuel, Lubricants, Bitumen, Aviation, Marine and Chemicals.
 

The Mobility business operates over 50 service stations and EV charging points offering energy, convenience retail and car care services, aiming to make customers’ journeys Go Well.

Where you fit in

This is an opportunity for a manager who is passionate of CRM and have experience in loyalty, partnership and marketing communications. You will be leading a small team, collaborating with internal and external stakeholders to drive performance by enhancing customer journey, building customer loyalty through the digital platform and 3rd party partnership. This candidate plays an important role under Shell’s Powering Progress strategy to support the transition of our business to net-zero emissions.
 

What is the role?
⬧Oversee market trend, competitors’ analysis and customer data to formulate CRM and Loyalty marketing strategy, yearly calendar planning and budgeting aligning with business objectives and synergizing with fuels, EV and convenience retail teams
⬧Guide the CRM Specialist and Data Analyst to deep dive into Shell GO+ members behaviour, monitor customer life cycle and translate insights into actions, optimise promotions effectiveness
⬧Develop communication strategy to engage different customer segments across multiple channels including MMS, in-app message and social media etc.
⬧Design and implement end to end digital promotions from business case, agency brief, content creation, customer communication to post investment review
⬧Identify and maximise partnership values with malls, banks and other 3rd parties to develop exclusive loyalty offers for members through Shell App
⬧Enhance the payment journey on-site by managing relationships with payment partners and working with IT Operations to ensure business continuity
⬧Work closely with the Digital Operation Advisor, IT Team and Customer Service Team to continuously improve the customer journey and experience online and offline
⬧Facilitate the procurement and contracting process by liaising with legal and procurement teams
⬧Responsible for business and CRM performance which includes acquisition, retention, opt-in, redemption rate etc.
 

What we need from you?
⬧Degree Holder in Business or Marketing related disciplines
⬧Minimum 6 years of team lead experience in CRM, partnership and loyalty fields; knowledgeable in marketing communication is a bonus
⬧Possess strong numeric sense, analytical skill, positive thinking, presentation skill, and able to convert opportunities into real service or products successfully in areas of uncertainty
⬧A hands-on team player with excellent upward and downward communication skill
⬧Excellent command of spoken and written English and Cantonese, good command of Mandarin a plus
⬧Proficient in MS Word, Excel and PowerPoint