Client Intelligence Manager/Assistant Client Intelligence Manager

Job description

The Client Intelligence Manager plays a key role in driving client understanding and providing insights and intelligence to support marketing & business strategies. Through strategic and deep understanding of HKMO clients and prospects, the role will support in our vision of client-centricity and help enhance engagement and loyalty.

What will you do?

Client Analysis & Insights

·  Gain understanding on business priorities and gather requirements to define relevant client studies
·  Extract information by cleansing and evaluating data across multiple sources, to generate findings and insights that inform business decisions
·  Work with Client Strategy Manager to determine new studies and analysis perspectives to deepen client understanding
·  Improve and develop analysis and reporting capabilities
·  Consolidate & draw insights regarding the full client journey by crossing various types of data (from internal customer data, boutique, qualitative & quantitative customer research, customer care, external studies)
·  Analyze client KPIs at boutique level to discover specific insights and identify improvements, in order to deepen boutique teams’ understanding of their client base specificities
·  Develop reports to monitor performance of CEM & Marketing initiatives
·  Regularly update and maintain reports on client’s activity on all product categories, and deliver ad-hoc analysis as needed
·  Enhance understanding of prospect / potential clients
·  Conduct the analysis or implement necessary studies with vendors

Marketing engagement analytics

·  In-depth analysis of client trends & behavior to propose targeting / client selection for event invitation + regular ROI study
·  Work with the internal data Agency to setup KPI monitoring within the Customer Program and explore performance of marketing automation functionalities; start tracking regularly client engagement journeys following various marketing actions / touchpoints
·  Establish relevant report templates within Customer Program to support boutique teams’ client understanding & monitoring
·  Define relevant client journeys or processes that can be automated to increase efficiency
·  Clienteling program analysis and performance reporting, developing relevant reporting tools to build boutique understanding

Client Database & List Management

·  Manage the client database, data capture, and data cleansing
·  Responsible for customer data collection by managing data entry process (boutique, online / digital, events, customer care center etc)
·  Maintain client lists and ensure all data are well updated and transmitted to boutiques
·  Be an active part of developing and enhancing the client database maintenance and CEM systems, in close partnership with IT teams and end users