Team Lead, Client Experience

About the Job

This position will work closely with the Chief Branding Officer and collaborate with other function heads of Branding, to develop client experience strategies, design, and lead continuous client communication, activities, and program/proposition development with an objective to enhance the overall client experience, foster client loyalty, and maximise retention. The incumbent will play a vital role in driving client experience initiatives from customer-centric principles; developing and executing strategies to maximise the value of the program; enforcing communication and experiential consistency of CTFJ client touch-points; and ensuring seamless delivery of client campaigns and activities in both HK and China market.

Key Responsibilities

• Develop and implement Group-level strategies to enhance CTFJ client experience initiatives throughout the customer journey, ensuring its alignment with the Group’s business objectives and client needs
• Analyse market trends, competitor offerings, and client feedback to identify opportunities for client experience improvement and differentiation
• Collaborate with internal teams, including Brand Marketing, Retail Experience and Loyalty to align the client initiatives and proposition with overall business strategies and ensure a consistent client experience
• Monitor initiatives/activities performance and identify behavioral patterns, redemption trends, and client preference through data
• Design and execute target marketing campaigns and activities with personalised communications to promote the client experience initiatives and increase client engagement
• Develop and maintain strong relationships with external partners, such as hotels and retailers, to expand the range of offerings and negotiate favorable terms
• Work closely with Loyalty and system team to monitor client satisfaction metrics and KPIs, and develop strategies to improve results
• Stay up-to-date with industry trends related to client experience initiatives and incorporate market best practices into the CTFJ client experience management

Requirements

• Bachelor degree in Marketing, Business Administration, or a related field
• Proven experience in managing client experience, preferably in the high-end hospitality or luxury retail industry and with China exposure
• Solid experience in developing and executing marketing campaigns/activities, including targeting and personalised messaging
• Strong analytical skills, with the ability to identify trends and make prudent business decisions
• Strong project management skills, with the ability to manage multiple initiatives simultaneously, prioritise tasks, and meet deadlines
• Excellent communication skills, with the ability to effectively convey complex information to both internal stakeholder and external partners
• Strong negotiation and relationship-building skills, with the ability to collaborate effectively with internal and external stakeholders
• A passion for creating exceptional client experience and a customer-centric mindset