Associate Consumer Engagement & Analytics Manager
This role bridges data science and business strategy to design data-driven consumer engagement frameworks, focusing on maximizing customer retention and revenue growth through actionable insights and loyalty program optimization. The candidate will lead cross-functional initiatives to standardize consumer data and translate analytics into scalable campaign strategies for Abbott’s Hong Kong operations.
Skills required
About this role
JOB DESCRIPTION:
ROLE DESCRIPTION
Lead the development and implementation of consumer engagement strategies that maximize customer lifetime value. Design effective customer journey management and data-driven cross-sell/upsell campaigns to deepen customer penetration and sales growth.
Creation of data governance standards to ensure all relevant information related to consumer engagement is standardized across platforms and ready to generate insights and continuous assessment of results.
Understand end-to-end data processes across systems to deliver business performance reporting, campaign tracking, and consumer engagement/behavior analysis.
Identify business opportunities via consumer engagement by analyzing data on new and repeated users' status, sales contribution, retention metrics and propose actionable insights.
Design mechanism of loyalty program and create roadmap of all lifecycle consumer journey from onboarding and replenishment and retention.
Oversee the end-to-end implementation and delivery of consumer engagement campaigns, ensure seamless and personalized execution of new initiatives.
Collaborate with brands and work independently to perform in-depth customer analysis, design customer journey, develop advanced lifecycle programs with business impact.
Analyze and understand customer preferences, working closely digital and brands to design attractive rewards and experience for customers.
Work with cross functional team to pilot and implement personalized end-to-end campaigns and communications to create touchpoints and optimize campaign response
Lead a team of external customer service representatives to deliver outstanding customer experiences and service across different channels (Hotline, Social, Whatsapp)
Collaborate with cross-functional team to integrate analytics into business processes and decision making with trackable Salesforce.com omni-channel activities
Champion industry trends in consumer engagement/loyalty and analytics innovation.
KEY RESPONSIBILITIES & ACTIVITIES
Responsible for shaping, leading and implementation of overall consumer engagement strategy in collaboration with cross functional teams to drive sales growth and customer retention.
Able to translate business problems into analytics-led solutions with appropriate methodology, manage initiatives effectively and evaluate the results rigorously.
Utilize data-driven approaches to drive database segmentation effectively, improving personalized communications and marketing campaigns.
Map consumer journey to identify and analyze touch points with the organization to maximize commercial opportunities
Collaborate with cross functional to create roadmaps for loyalty and retention programs to drive an exceptional customer experience
Strong analytical skills with the ability to interpret data and generate actionable insights to drive business growth through data analytics.
Champion industry trends in consumer engagement/loyalty and analytics innovation.
Coach team to deliver high-quality consumer engagement related initiatives and analysis.
Requirements:
Degree holder in Business, Marketing, or any related discipline.
Minimum 3 years of experience in marketing or brand management; solid hands-on digital marketing or CRM or Consumer Engagement experience is strongly preferred.
Familiar with media KPIs, engagement performance metrics, and campaign measurement tools.
Passion for the nutrition, health, babies/ kids-related or pharmaceutical industry; science background or nutrition knowledge is an advantage.
Tough, persistent, and able to manage multiple tasks under pressure with resilience and ownership.
A proactive, analytical team player with strong business acumen and entrepreneurial mindset.
Strong communication, presentation and project management skills.
Fluent in written and spoken English and Chinese; Mandarin an advantage.
The base pay for this position is
N/AIn specific locations, the pay range may vary from the range posted.
