Executive vacancies

Date Posted
Job TitleHead of CRM Analytics for a global retailer
LocationHong Kong

Our client is a major global retailer with over 3000 stores world wide operating across grocery, health & beauty and electronic categories.

Job Description

The Group is seeking a result-driven Head of CRM Analytics for its CRM team.  This candidate will better enable us to translate our Customer Strategy to actions using data and insights.  

As our Group focuses and evolve our business activities to become more customer-centric, the CRM Department will deliver on:

  1. Driving customer loyalty and increasing customer lifetime value
  2. Improving marketing effectiveness and ROI
  3. Discovering invaluable and actionable Customer Insights

 The purpose of the job is to

  1. Setup and incubate the analytical capability in the CRM area at Group Level
  2. Develop frameworks, guidelines, methodologies and approaches to maintain high quality CRM programs
  3. Clear measurement and evaluation of our CRM resources activities
  4. Deliver customer insights in our marketing teams and other business functions

 Core Accountabilities 

 Provide leadership to the follow functions:


  • CRM Programme Reporting and Analysis
    • Measurement and Management focused.  This function holds a high bar for measurement of marketing activities and will define success metrics, measurement methods, and reporting process for their efforts.
    • Analyse customer activities and find actionable insights.  Create and deliver CRM reports and analyses


  • CRM Marketing & Campaign Selection and Analysis
    • Partner with various key stakeholders to drive customer strategy in marketing.  Partner with Marketing Managers to develop and execute marketing campaigns using data driven marketing strategies
    • Data savvy with the ability to develop customer segmentation or create models to improve targeting and campaign selections
    • Foster a test-and-experiment environment in the marketing departments
    • Foster a test-and-experiment environment and adopt new analytical approaches.


  • CRM Analytics
    • Provide intelligence to support and advise customer strategy.  Understand what our customers want next and deliver programs to exceed their expectations.
    • Be the Pioneer in using sophisticated analytical tools such as data mining, regression analysis, and predictive modelling to address marketing and business
    • Summarise complex data into clear and concise insights and actions


  • Ad Hoc Responsibilities
    • Provide ad hoc reporting and analyses
    • Help maintain Database Hygiene and Integrity




  • University degree holder, or higher, with strong analytical skills in Operations Research, Marketing Science, Economics, Quantitative Psychology, Applied Mathematics, or related quantitative fields
  • 10+ years of relevant marketing experience in Retail CRM, marketing science, or related quantitative fields.  (8+ years for senior analyst)
  • Excellent English communication, project management and time management skills. 
  • Positive energetic attitude and enthusiasm for marketing science
  • Diplomatic with cross-functional and multinational teams
  • Hands on experience and proficiency in sophisticated business intelligence tools, statistical and data mining models/tools (e.g. Siebel, SARS, Oracle Business Intelligence Suite, SAS, SPSS or similar tools) is required



  • Core Competencies
    • Result-Orientated – focused on measurement and areas to improve results
    • Scientific – Recommend improvements based on scientific understanding of customers
    • Insights and Impact – ability to apply use of insights to maximise impact and opportunities
    • Collaborative - Works collaboratively within the Group Customer Team and across the business to share best practice and specialist knowledge within the CRM team, the BU, and out to Group.
    • Expertise - Can demonstrate expertise in analytics and provide thought leadership in CRM and analytics.  Knowledge of direct marketing metrics and tools.


 Why join our team?

  • Seize the extraordinary opportunity to help shape a company’s future with CRM and analytics
  • Exposure to one of the largest multinational retail business with CRM operating in over 20 markets
  • Offer your passion, leadership and expertise in marketing and analytics to a world class organization

Contact Emailpeter@harlingmenzies.com

London office

Tel: +44 (0)207 917 1711

Hong Kong office

Tel: +852 2297 2883


Email: peter@harlingmenzies.com