Travel Retail] Consumer Experience Manager

As the Consumer Engagement lead for Travel Retail APAC, you will play a pivotal role in the CMO Omnichannel team to accelerate the O+O integration and the Travel Retail Ecosystem Partnership to recruit new consumers, drive sales conversion and stronger ROI through CRM & Data and New Partnerships.
You will be responsible to work with Head of Media to partner the Lead Digital Media Agency on media engagement strategies; TR Brands on accelerating the frontiers of CRM & Data initiatives; and be at forefront of establishing new partnerships for sustainable growth online & offline.
**Key Job Accountabilities**:
Define the TR O+O Consumer Engagement strategy for in the mission of recruitment, conversion and sustainable growth for the future.
- O+O Data & CRM Initiatives
- Leverage the Retailer & Partner membership to segment, identify and customize messaging to drive recruitment and conversion
- Lead personalized Traveler journey strategies by identifying or creating key moments + touchpoints, tailoring personalized communication at scale, and managing performance (integrating promotional and marketing in the process).
- Lead alignment with the established framework set for driving consumer engagement across online (via digital media/social, E-Commerce) and offline (via events, POS, OOH).
- Liaise with relevant departments (eg brands, legal, purchasing, zones) and ensure cross-functional collaboration.
- Customer Insights & Analysis
- Leverage data and insights to put customers at the heart of our strategy, and drive a data-led approach to business success
- Lead the design, execution and delivery of different disciplined testing approaches and strict campaign measurement methodology, including design and management of control groups
- Leverage insights to identify customer needs, trends, and opportunities for program enhancements ahead, and lead planning and strategy workshops with retailers and partners to incorporate them
- Lead and drive postmortem discipline to learn and continue to improve across our campaigns and other investments
- Media Partnership
- Lead alongside Head of Media to expand capability and integrate full funnel end-to-end tracking to drive business performance
- Through our Lead Digital Media Agency, unlock greater support and value, incorporate latest shopper insights into campaign planning and activation
- Travel Retail Ecosystem Partnership Development
- Identify potential partnerships with high impact partners for Travel Retail, and lead relationship management with partners.
- Lead Business units in collaborating with Partners on developing customized joint-ideas / pilots roll out
- Develop playbooks & guidelines to frame scaling & rollouts in APAC and beyond

Skills requirements
This role requires a forward-thinking individual with a strong background in partnership development and change management, as well as expertise in CRM & agency management.
- Minimum of 8-10 years of solid experience in Consumer Engagement with CRM & Data (FMCG industry is an advantage).
- Experience in building from scratch a new CRM program / or have contributed to a fast growth to the members database
- Comfortable with numbers and familiar with all the Digital KPI and dashboards
- Capable to navigate through complexity and multi-cultural environment
- Strong entreneurship spirit and relationship skill
- Innovative, Open-minded and Problem-solving mindset
- Strong communication and interpersonal skills and able to work with people at all levels
- Understanding of the Chinese digital eco-system is a plus
- Detailed-oriented
- Strong in decision making independently
- Fluency in both written and spoken English is a must
- Fluency in Chinese language in both reading and writing is strong plus