Senior Manager, Digital Experience, CRM & Innovation

About the role

The Senior Manager, Digital Experience, CRM & Innovation leads the digital experience, CRM, customer engagement and marketing operations agenda in Hong Kong, developing and executing strategies to drive acquisition, engagement, retention and commercial growth.

Key responsibilities

• Lead digital experience strategy and optimise consumer journeys across the MyACUVUE ecosystem.
• Drive acquisition, engagement, retention and advocacy programmes, growing MyACUVUE membership and customer lifetime value.
• Establish performance dashboards, KPI frameworks and generate insights to improve ROI.
• Own the long‑term roadmap for MyACUVUE and other digital platforms, overseeing transformation projects.
• Advance CRM and marketing automation capabilities and support AI initiatives.
• Manage and develop the Digital Marketing Administration lead.
• Oversee budget tracking, purchase orders, contracts and compliance.
• Manage agency partners and collaborate with cross‑functional stakeholders.

Required profile

• Bachelor’s degree in Marketing, Business, Digital Technology or related field.
• 8–10 years of experience in digital marketing, CRM, customer experience or marketing technology.
• People management experience preferred.
• Excellent written and verbal communication skills in English and Chinese.

Required skills

• CRM expertise
• Data analytics
• Marketing automation
• AI literacy
• Digital platform management