Posted on 2021-10-08

Customer Experience Specialist

Emarsys Limited

Are you looking for a role where you can make a measurable impact on the customer experience of big brands? Do you have a curiosity for new technology? If you're interested in becoming a part of one of the fastest growing team at Emarsys, read on... 

At Emarsys, we are always seeking exceptional talent who has a keen interest in technology and a passion for marketing. You will have the opportunity to work as part of a world class Strategic Services team in a customer- facing role where you will be encouraged to develop and grow in a fast-paced environment. 

Successful candidates in this role will be a creative strategist and project manager who will provide advice and operational expertise to our clients. You will be customer facing, consumer data focused specialising in data- driven insight and marketing automation concept and design across multiple digital touchpoints. You will have deep understanding of complex consumer journeys, database segmentation, personal marketing, consumer lifecycle analysis and contact strategy. 

  • Manage client engagements and services packages while also being able to provide consultancy on the CX journey and the design of automation concept, build, performance review and next steps. Own and deliver our services packages which incorporate an element of CX program design and build in line with current capabilities.
  • Be a platform expert and work inside of a strategic roadmap, help customers to deliver lifecycle marketing automations and manage omnichannel campaigns.
  • Own account deliverables and client relationship - design of customer journeys, campaign/ program operations, overall performance reviews, account management, ensuring delivery alignment with contract terms.
  • From a platform perspective, you will be tasked with driving adoption of our Smart Insights module, predict, loyalty solution and AI capabilities across our customer base. This will be achieved via the concepting and design of automations and subsequent reporting on performance.
  • Operationally, the Customer Experience Specialist will also work across pre-sales and service - in close collaboration with the Customer Experience Consultants for retained customer work. 
  • You will be responsible for concepting and design (consulting) in the above areas of expertise and for the execution and delivery where relevant.
  • Champion some of the most advanced areas of our platform, including AI-driven functionality. 
It is expected that you will possess "T-shaped" skills, possessing knowledge and capabilities outlined above, alongside a deep specialisation in either a specific vertical, channel (e.g. mobile) or capability (personal marketing). You will be rigorous and data-driven in your work, with natural ability to face customers and tailor your advice and insight to type of customer. 
  • University degree or above
  • You have a minimum of 4-5 years' work experience in digital marketing, either brand-side or agency-side, with a foundation level understanding of CRM marketing, customer lifecycle and retention marketing
  • Previous digital marketing experience - Experience with Emarsys Platform or similar solutions is a plus
  • Hands on experience on O2O / CRM Marketing
  • Good with data - data analysis skills, knowledge of BI and good command of reports
  • Strategic thinker & ability to think out of the box
  • Excellent communication skills / Client facing experience
  • Experience managing projects for renowned brands in the APAC region before, strong ability to multitask
  • Fast learner and keen to work in a fast pace environment
  • Embraces technology and change / tech Savvy - Flexible working mindset and enjoys working in an evolving environment, driven by technology and change
  • Able to work independently and self-motivated individual. You are an avid and fast learner who can think on the spot and use your initiative to solve problems
  • Highly responsible, proactive and positive mindset is a must
  • Excellent team player and ability to instil positive inspiration in teams
  • Highly computer literate, Advanced Excel skills, Microsoft Office
  • You are fluent in English, Cantonese / Mandarin is a plus
  • You are happy to travel as borders reopen
At Emarsys,  we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.   
Interested parties are invited to send your full resume with current and expected salary by clicking" Apply Now".
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More job information
Job Function
  • Causeway Bay
Employment Term
  • Permanent
  • Full-time
  • 4 years
Career Level
  • Middle management level
  • Degree
  • 5-day week
  • Dental plan
  • Discretionary bonus
  • Medical plan