Manager, CRM and Digital Marketing Solutions

The West Kowloon Cultural District Authority welcomes exceptional talent with a passion to realise the vision and mission of making the West Kowloon Cultural District a prime local and international destination for arts, culture and entertainment.

You will be responsible for :

leading as the technical solution owner of CRM and digital marketing solutions to oversee the membership and digital marketing operations, monitor service levels, identify areas for improvement, and manage the service providers to ensure all services meet the Authority's standards for the service level and operational requirement;

collaborating with the CRM business owner and stakeholders to ensure the CRM and related solutions optimally and robustly support the membership operations;

managing and supporting the marketing automation solutions to facilitate the business operation of digital marketing;

collaborating with the IT Data and Analytics team to ensure data definitions of membership and customer engagement data are well-defined and compatible with the design of the data lake;

facilitating the data integration process to ensure customer and user-journey-related data are seamlessly ingested into the enterprise data lake;

managing, supporting, and troubleshooting operation issues in CRM and related applications, escalate the issue to supporting parties (internal / external), investigate root causes and file RCA report;

collaborating with the BAU Sustainment manager to ensure the application design and technology stack are up-to-date and working as expected;

ensuring the application is well-tested by being a key source of technical input to the QA plan and work with the QA Manager to design and set up the regression test details;

managing the CRM and digital marketing solutions life cycle at various stages and work with the Solution Architect to ensure the application design is aligned with architectural principles and approved by the Architecture Governance Board;

managing the application development cycle to ensure new features, solutions, and bug fixes are delivered as per quality aligned with business units, and the changes are well-tested and reviewed according to related governance policies;

collaborating with other IT teams to ensure applications across the Authority’s application landscape are seamlessly and smoothly integrated;

reviewing the existing CRM solution design, workflow, and daily operation issues, identify the areas for deep fixing solutions and on-going performance improvement. Lead the team in executing the improvement plans;

developing robust and constructive relationships with business owners and stakeholders.  Be a role model in bringing solutions or countering better suggestions to untangle conflicting or diverging settings;

proactively staying abreast of CRM and digital marketing solutions and related technologies innovation trends, and reach out to solution architects to ensure related solution roadmaps stay relevant and updated to support increasing demand from business units;

collaborating with IT, Finance partners to ensure budget custodianship on CRM and digital marketing solutions budget; and

participating in ad hoc projects and duties as assigned by the Authority.

You should :

possess a recognised university degree in Computer Science, Information Systems or equivalent;

have minimum of 8 years of working experience, with at least 4 years of hands-on experience in project management, implementation, deployment and development in CRM solutions, such as Salesforce, Microsoft Dynamics, and HubSpot;

have experience in marketing automation solutions is a significant advantage;

have experience in implementation and post-implementation support of cloud-based (SaaS) and mobile applications;

be a root-cause-oriented problem solver. Strong analytical skills, with the ability to analyse data, identify insights, and make data-driven decisions;

be a proven team player with a mature and positive attitude, self-motivated and able to work independently;

have experience in managing and maintaining relationships with vendors and service providers, as well as establishing vendor selection criteria, performance monitoring, issue resolution, and ongoing support;

have excellent in building robust, trust-based working relationship through collaboration and interpersonal skills;

have experienced in working with senior business stakeholders;

have excellent in prioritizing tasks and time management.  Able to work in a fast-paced, dynamic environment and adapt to changing business needs;

have strong project management skills. (Certified PMP / PSM is preferred but not mandatory);

have a track record of authoring and maintaining well-organized documentation accountable for by this role, covering the entire lifecycle of applications and solutions; and

be proficient in written and spoken English, Chinese, and Mandarin. Skillful in adopting different communication protocols targeting different target audiences.