Share this Job

“To Own the Global Asian Luxury Customer”




Job Purpose工作目标:

“To manage and implement Privilege Program activities and operations in order to build customer loyalty and develop Lane Crawford as a service centre of excellence to meet business objectives.



Key Accountabilities主要职责:

In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:



Privilege Program Management贵宾计划管理

To assist the Manager to plan and implement programs (to a certain extend initiating program ideas) for Lane Crawford Privilege Card program, with the aim achieving set Privilege Program KPIs


To regularly review and design operating procedures related to LC Privilege program and provide guidelines to all front-line staffs and training department to ensure that everyone uses the procedures in a consistent manner


To regularly report and monitor LC Privilege Program KPIs in order to understand our customers better and improve execution of Privilege Program


To take an active role in helping the manager to ensure all database management (input and maintenance) tasks are well planned, and executed with high accuracy


To actively manage related vendors or partners to ensure that scope of services are delivered in a timely and accurate manner



Customer Service客户服务

To work with internal departments to handle and resolve any issues and or complaint cases raised by Lane Crawford customers related to Privilege Program and communications and bring to Manager’s or Director’s attention as appropriate


To be fully conversant with all company policy and procedures as they relate to complaint handling to ensure the best resolution for every customer


To take time to turn every complaint into an opportunity to exceed the customers expectations


To consistently communicate and collaborate with internal departments to ensure Privilege Program and related customers communications and/or activities are properly executed to provide the best possible customer experience



Information Technology 信息技术

To work with internal teams to ensure data security and integrity at all times across all channels


To ensure that all internal teams are trained and familiar with functionalities of Siebel and related applications


To consistently review and develop system enhancement requests related to internal systems (eg., Siebel, POS, RMS and CRMS), that will improve operational processes and customer experiences

对内部系统(如:Siebel,POS,RMS and CRMS),持续审阅和开发系统的优化需求,提升操作过程和客户体验


Company Culture and Values企业文化与价值

To fully engage and live by the Lane Crawford Vision, Passion, Learning, Collaboration (PLC) Values, and deliver our Customer Service Promise at all times


To build collaborative working relationships with your colleagues to ensure the achievement of the Company Business Plan, your department and individual objectives


To reinforce Lane Crawford Heritage, Brand DNA and culture - through storytelling and sharing successes at every opportunity


To personally demonstrate the Lane Crawford Leadership Code Behaviours and use these as a tool to coach and develop team members and colleagues


To fully participate in the PDP process, developing knowledge and understanding of your team member strengths and development opportunities using PDP Tools


To take appropriate corrective action (in consultation with HR Department) with employees who do not achieve required standards of performance and behaviour


To build a personal connection with each team member, taking time to understand them individuals and identify ways to motivate, retain and engage them





FMCG/Luxury CRM management skills

people management skills

able to work under pressure

oral and written english skill

Job Segment: Manager, Marketing Manager, Database, ERP, Siebel, Management, Marketing, Technology

Find similar jobs: