Senior Marketing & Customer Experience Executive - Hong Kong & Macau

Marketing And Customer Experience Manager

Key Responsibilities

• Plan and develop local marketing campaigns encompassing social media, digital marketing, product launches, and customer events.
• Liaise with Global and Regional Brand & Marketing teams to align local initiatives and meet key marketing KPIs.
• Drive digital marketing campaigns across platforms including Facebook, LinkedIn, YouTube, SEM, and e-newsletters.
• Manage and update company digital platforms, design marketing communications materials, and assist in the implementation of Hubspot.
• Help develop comprehensive retention strategies by building communication touchpoints across multiple channels.
• Coordinate with internal functions and external vendors to successfully execute campaigns and events.
• Prepare detailed marketing tracking reports on market trends, sales, customer value growth, and loyalty to drive continuous improvement.

Customer Experience Focus

• Ensure the effective implementation of customer relations structures and procedures.
• Execute and evaluate customer satisfaction programs (CVC) to boost client retention and gain customer confidence.
• Analyze survey results and highlight key trends, patterns, and areas for development to the broader business.
• Collaborate with cross-functional stakeholders to address gaps and ideate multi-faceted solutions.
• Develop sales process mapping to help teams understand current workflows and identify areas for improvement.
• Partner with IT teams to identify opportunities to automate processes and reduce manual efforts.