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Manager - Marketing & Customer Relations (Customer Relations Management) (Ref: HKRI/MM&CR(CRM)/W)
Page last updated on 08/05/2026

Reporting to Senior Executive Manager - Marketing & Customer Relations, the incumbent is responsible for supporting HKRI’s group-wide customer relationship management and engagement initiatives, and will work closely with cross-functional teams to centralise database and elevate CRM capabilities across the Group. The incumbent will focus on enhancing the app user experience, leveraging it to drive stakeholder engagement across the Group’s portfolio.

Responsibilities:
  • Develop CRM strategies and campaigns to drive business growth through member acquisition, customer lifetime value, loyalty and retention;
  • Assist to lead the transformation of customer experience through segmentation, personalisation and omnichannel engagement to strengthen customer relationships and brand affinity;
  • Oversee the implementation of CRM initiatives, ensuring seamless and consistent experiences across all online and offline touchpoints, including but not limited to apps, social media and loyalty programmes;
  • Support database centralisation and elevate CRM standards group-wide;
  • Track and report on key metrics including customer retention, lifetime value, and engagement rates to measure campaign effectiveness;
  • Collaborate with sales team to identify upselling and cross-selling opportunities;
  • Manage user data frameworks across Hong Kong, Mainland China, and international markets in compliance with relevant data privacy regulations;
  • Provide support on critical stakeholder issues and high-profile inquiries as necessary;
  • Handle special projects and other assignments from the supervisor to meet business needs; and
  • Perform ad hoc tasks and assignments as assigned by supervisor.

Requirements:
  • Degree holder or above in Marketing, Business Administration or related discipline
  • At least 6-8 years of relevant experience in CRM or digital marketing, with strong hands-on experience in mobile apps and CRM systems
  • Proven ability in optimising digital customer journeys, user experience (UX) workflows, and vendor deliverables
  • Strong data-driven mindset with a proven ability to interpret customer behaviours, segment databases, and report on campaign performance
  • Knowledge of PDPO (Personal Data (Privacy) Ordinance), UEMO (Unsolicited Electronic Messages Ordinance), opt‑in/opt‑out, and consent management
  • Understanding of data security, permissioning, and audit requirements; experience with T&Cs drafting/review is a plus
  • A strong team player who is detail-minded, highly organised, and an excellent communicator
  • Problem-solver with a collaborative, hands-on approach
  • Excellent command of both spoken and written English & Chinese
  • Excellent command of computer skills especially MS Excel & PowerPoint and analytics tools

Working Location: Sheung Wan

Benefits:
We offer competitive remuneration package and fringe benefits such as discretionary bonus, annual leave, birthday leave, dental and medical coverage and Top-up MPF scheme based on the employment terms offered. We value our employees’ career development and provide them with a variety of internal and external training opportunities and sponsorship.


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Note:
Applicants not invited for interview within two months may consider their applications unsuccessful. All information will be used solely for recruitment purpose and will be destroyed when the recruitment process is finished. Personal data provided by job applicants will be used strictly in accordance with the employer’s personal data policies, a copy of which will be provided upon request.