Customer Engagement & Loyalty Lead, (HKD 100K)

Seeking a senior leader to spearhead the design, execution, and optimization of our customer engagement and loyalty initiatives. This role will oversee a dedicated team, driving strategies that strengthen member relationships, enhance brand affinity, and deliver measurable commercial impact across multiple business units and partner networks.

What You’ll Do

• Set the Direction: Define the long-term roadmap for loyalty and CRM, ensuring initiatives support overall business priorities and deliver measurable outcomes.

• Drive Engagement: Create year-round campaigns and communication plans that inspire participation, increase spend, and enhance customer affinity across digital and physical touchpoints.

• Collaborate Across the Business: Partner with internal teams, external vendors, and commercial units to embed loyalty initiatives into operations and co-develop campaigns that meet diverse objectives.

• Harness Data: Lead analytics to understand customer behaviour, track programme ROI, and identify opportunities for innovation through market benchmarking.

• Lead the Team: Oversee daily operations, coach team members, and foster a culture of accountability, creativity, and continuous improvement.

• Ensure Excellence: Safeguard compliance, system reliability, and seamless execution across all CRM processes.