86 Digital Retail jobs in Hong Kong

Join to apply for the Customer Experience Manager / Assistant Customer Experience Manager role at Bank of China (Hong Kong)

Join to apply for the Customer Experience Manager / Assistant Customer Experience Manager role at Bank of China (Hong Kong)

Direct message the job poster from Bank of China (Hong Kong)

• Promote and implement customer-centric model in Personal Banking Business by leading customer journey mapping and best-in-class user experience design
• Partner with customer segments, product and channel managers to design and optimize end-to-end customer journeys using Design Thinking as well as bringing in the latest market tools, identify pain points, moments of truth and areas for opportunity to ensure delivery of quality, seamless and consistent experience at every interaction and touchpoint
• Plan and execute user research using a variety of methods, synthesize insights to identify opportunities for product improvement and innovation, and translate user insights into actionable design decisions and product roadmaps
• Craft customer journey map, prepare interactive prototype, conduct CX review on user experience and customer communications prior to new products/ service launch to ensure meeting of standards
• Understand customer needs and pain points, gather feedback, analyze data, translate customer voice into strategies to improve Net Promoter Score, enhance satisfaction and loyalty
• Stay up-to-date with industry trends, best practices, testing tools and emerging technologies in customer experience design, product design and user research
• Provide support to ad hoc projects/tasks as assigned
  

• Promote and implement customer-centric model in Personal Banking Business by leading customer journey mapping and best-in-class user experience design
• Partner with customer segments, product and channel managers to design and optimize end-to-end customer journeys using Design Thinking as well as bringing in the latest market tools, identify pain points, moments of truth and areas for opportunity to ensure delivery of quality, seamless and consistent experience at every interaction and touchpoint
• Plan and execute user research using a variety of methods, synthesize insights to identify opportunities for product improvement and innovation, and translate user insights into actionable design decisions and product roadmaps
• Craft customer journey map, prepare interactive prototype, conduct CX review on user experience and customer communications prior to new products/ service launch to ensure meeting of standards
• Understand customer needs and pain points, gather feedback, analyze data, translate customer voice into strategies to improve Net Promoter Score, enhance satisfaction and loyalty
• Stay up-to-date with industry trends, best practices, testing tools and emerging technologies in customer experience design, product design and user research
• Provide support to ad hoc projects/tasks as assigned
  

• Bachelor degree or above
• Preferably with major/minor in Psychology, Business Administration, Statistics, UXUI, Multimedia, Human-Computer Interaction, Design or related disciplines
• More than 8 years of relevant experience in banking industry, including at least 5 years' experience in customer research, digital experience, new initiative development, UX/UI design
• Sound knowledge of Personal Banking products and services and familiar with local regulatory requirements, inter-bank market practices, etc.
• Expertise in a wide range of user research methodologies, with proven track record of transforming user insights into actionable product recommendations and design decisions
• Exceptional quantitative and qualitative data analysis, synthesis, and visualization skills with the ability to plan and execute user research studies
• Proficiency with a wide range of user research tools and UI software (such as Figma, Adobe XD is preferred), with solid experience to facilitate in-depth interview and focus group
• Excellent presentation and storytelling skills, with ability to work collaboratively and build strong relationships with cross-functional teams
• Passion for understanding user needs and improving customer experiences
• Self-starter with a strong creative and problem-solving mindset
• Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)
• Candidate with less experience will be consider as Deputy/Assistant Customer Experience Manager
  

• Seniority level Not Applicable

• Employment type Full-time

• Job function Information Technology and Project Management
• Industries Banking, Capital Markets, and Financial Services

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Islands District, Hong Kong SAR 17 hours ago

Wan Chai District, Hong Kong SAR 1 day ago

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Join to apply for the Customer Experience Manager role at Hong Kong Disneyland

Join to apply for the Customer Experience Manager role at Hong Kong Disneyland

As a Customer Experience Manager, you will be the champion of delivering positive, seamless, personalized, and magical experiences with the company’s products and services across all customer touchpoints—from digital platforms to in-resort interactions. This role blends strategic thinking with operational execution, using data-driven insights to enhance the customer journey and drive customer satisfaction. You’ll collaborate with various line of business including Sales, Marketing, Consumer Insights, Operations, Revenue Management and Technology to shape and elevate the end-to-end experience including pre-arrival, on-site and post-arrival, ensuring every interaction reflects the Disney standard of excellence.

Responsibilities

• Collect and analyze customer feedback and operational data to identify trends and propose actionable improvements.
• Design and refine customer journeys across digital and physical channels (e.g., website, mobile app, WeChat, call center, in-resort) to ensure consistency and personalization.
• Develop and implement customer experience strategies aligned with business goals and customer expectations. Lead cross-functional initiatives to enhance the ease of trip planning and the overall customer journey of HK Disneyland.
• Evaluate the effectiveness of Customer Experience (CX) initiatives using dashboards and reports. Monitor KPIs and business impact to ensure continuous improvement.
• Oversee customer service team or vendor to ensure high-quality service delivery and operational excellence.
  
  
  

• Bachelor’s degree in Business, Hospitality, Tourism, Marketing, Computer Science or other relevant disciplines.
• Minimum 5 years in customer operations, customer experience, or related fields
• Proven experience managing cross-functional projects and working with operational teams
• Preferred experience in a multinational company with a track record of successful CX initiatives
• Strong analytical and problem-solving skills with experience in data tools and dashboards
• Proficient in Cantonese and English, Putonghua is preferred
• Familiarity with customer journey mapping and experience design principles
• Proficient in Microsoft Office and data analytics tools
• Customer-centric mindset, results-driven, and self-motivated
• Strong collaboration and stakeholder management skills
  
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Sales and Advertising
• Industries Entertainment Providers

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Get notified about new Customer Experience Manager jobs in Islands District, Hong Kong SAR .

Wan Chai District, Hong Kong SAR 3 days ago

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Direct message the job poster from IP&E GBA Ltd.

About IP&E GBA, a company of Citadel Pacific Group

Awarded Happy Company since 2021, IP&E GBA Ltd. is a leading LPG supplier serving Hong Kong and Macau, offering a diverse portfolio of renowned brands including Esso, Mobil, and Shell. IP&E GBA Ltd. is committed to offering high-quality products and value customer experience through our extensive distribution network, intensive industry expertise and professional customer service representative continuously. We also have a strong commitment to sustainable development and put effort in maintaining a balance between making profit and fulfilling the company’s social responsibilities towards the community and environment.

The Customer Experience Specialist is pivotal to our customer service model transition project, aimed at elevating the overall customer experience. The successful candidate will lead initiatives to enhance customer satisfaction, streamline service processes, and ensure consistent quality through robust QA practices. Beyond the transition phase, the role will carry long-term responsibilities for maintaining and evolving our customer experience improvement plan.

Main Responsibilities:

Quality Assurance:

• Develop and oversee quality assurance processes to maintain high service standards.
• Conduct regular audits and feedback sessions to assess service quality.
• Assist in the execution of digital customer engagement strategies.
• Monitor and analyze the performance of digital channels to ensure effectiveness.

Training and Development:

• Facilitate training sessions for the customer service team / showroom team on new tools and processes.
• Promote continuous learning and improvement within the team.

Feedback and Reporting:

• Proactively uses data, reporting and industry benchmarks to provide thoughtful analytics, actionable insights and recommendations
• Review and identify customer journey and formulate strategy to uplift customer experience.

Transition Management:

• Support and execute the transition plan of the customer service model
• Collaborate with cross-functional teams to ensure a smooth implementation of new initiatives.

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Oil and Gas

Referrals increase your chances of interviewing at IP&E GBA Ltd. by 2x

Wan Chai District, Hong Kong SAR 2 months ago

Wan Chai District, Hong Kong SAR 4 months ago

Kwun Tong District, Hong Kong SAR 8 months ago

Wan Chai District, Hong Kong SAR 3 months ago

Hong Kong SAR HK$8,000.00-HK$20,000.00 1 week ago

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Join to apply for the Customer Experience Manager role at Hong Kong Disneyland

Join to apply for the Customer Experience Manager role at Hong Kong Disneyland

As a Customer Experience Manager, you will be the champion of delivering positive, seamless, personalized, and magical experiences with the company’s products and services across all customer touchpoints—from digital platforms to in-resort interactions. This role blends strategic thinking with operational execution, using data-driven insights to enhance the customer journey and drive customer satisfaction. You’ll collaborate with various line of business including Sales, Marketing, Consumer Insights, Operations, Revenue Management and Technology to shape and elevate the end-to-end experience including pre-arrival, on-site and post-arrival, ensuring every interaction reflects the Disney standard of excellence.
Responsibilities

• Collect and analyze customer feedback and operational data to identify trends and propose actionable improvements.
• Design and refine customer journeys across digital and physical channels (e.g., website, mobile app, WeChat, call center, in-resort) to ensure consistency and personalization.
• Develop and implement customer experience strategies aligned with business goals and customer expectations. Lead cross-functional initiatives to enhance the ease of trip planning and the overall customer journey of HK Disneyland.
• Evaluate the effectiveness of Customer Experience (CX) initiatives using dashboards and reports. Monitor KPIs and business impact to ensure continuous improvement.
• Oversee customer service team or vendor to ensure high-quality service delivery and operational excellence.
  

• Bachelor’s degree in Business, Hospitality, Tourism, Marketing, Computer Science or other relevant disciplines.
• Minimum 5 years in customer operations, customer experience, or related fields
• Proven experience managing cross-functional projects and working with operational teams
• Preferred experience in a multinational company with a track record of successful CX initiatives
• Strong analytical and problem-solving skills with experience in data tools and dashboards
• Proficient in Cantonese and English, Putonghua is preferred
• Familiarity with customer journey mapping and experience design principles
• Proficient in Microsoft Office and data analytics tools
• Customer-centric mindset, results-driven, and self-motivated
• Strong collaboration and stakeholder management skills
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Sales and Advertising
• Industries Entertainment Providers

Referrals increase your chances of interviewing at Hong Kong Disneyland by 2x

Get notified about new Customer Experience Manager jobs in Islands District, Hong Kong SAR .

Wan Chai District, Hong Kong SAR 3 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

2 days ago Be among the first 25 applicants

Direct message the job poster from IP&E GBA Ltd.

About IP&E GBA, a company of Citadel Pacific Group

Awarded Happy Company since 2021, IP&E GBA Ltd. is a leading LPG supplier serving Hong Kong and Macau, offering a diverse portfolio of renowned brands including Esso, Mobil, and Shell. IP&E GBA Ltd. is committed to offering high-quality products and value customer experience through our extensive distribution network, intensive industry expertise and professional customer service representative continuously. We also have a strong commitment to sustainable development and put effort in maintaining a balance between making profit and fulfilling the company’s social responsibilities towards the community and environment.

The Customer Experience Specialist is pivotal to our customer service model transition project, aimed at elevating the overall customer experience. The successful candidate will lead initiatives to enhance customer satisfaction, streamline service processes, and ensure consistent quality through robust QA practices. Beyond the transition phase, the role will carry long-term responsibilities for maintaining and evolving our customer experience improvement plan.

Main Responsibilities:

Quality Assurance:

• Develop and oversee quality assurance processes to maintain high service standards.
• Conduct regular audits and feedback sessions to assess service quality.
• Assist in the execution of digital customer engagement strategies.
• Monitor and analyze the performance of digital channels to ensure effectiveness.

Training and Development:

• Facilitate training sessions for the customer service team / showroom team on new tools and processes.
• Promote continuous learning and improvement within the team.

Feedback and Reporting:

• Proactively uses data, reporting and industry benchmarks to provide thoughtful analytics, actionable insights and recommendations
• Review and identify customer journey and formulate strategy to uplift customer experience.

Transition Management:

• Support and execute the transition plan of the customer service model
• Collaborate with cross-functional teams to ensure a smooth implementation of new initiatives.

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Oil and Gas

Referrals increase your chances of interviewing at IP&E GBA Ltd. by 2x

Wan Chai District, Hong Kong SAR 2 months ago

Wan Chai District, Hong Kong SAR 4 months ago

Kwun Tong District, Hong Kong SAR 8 months ago

Wan Chai District, Hong Kong SAR 3 months ago

Hong Kong SAR HK$8,000.00-HK$20,000.00 1 week ago

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Operations & Customer Experience Coordinator

(Full-Time · Remote/Shenzhen or China preferred)

About Posthuman Lab

Posthuman Lab is a neo-futuristic accessories and jewelry brand pioneering the future of fashion through 3D printing, sustainable production, and avant-garde aesthetics. Our products are worn by global tastemakers who reject the ordinary. We operate at the intersection of design, technology, and culturewith a loyal and fast-growing global customer base.

We’re looking for an Operations & Customer Experience Coordinator to join our lean but high-performance team. This role is foundational to our day-to-day operations, providing customer support, e-commerce admin, logistics coordination, and internal ad hoc. You’ll be working directly with the founder and external partners (manufacturers, warehouse, etc.), supporting our global customers.

Responsibilities

Handle customer inquiries via email, DMs, and CRM systems

Coordinate returns, refunds, and replacements and track recurring issues

Maintain customer service response logs and satisfaction reports

Assist in managing Shopify backend: order status, delivery updates, inventory changes

Track and report inventory levels weekly

Coordinate between the manufacturer and warehouse: QC, labeling, receiving stock

Record and report delivery timelines, deviations, and packaging accuracy

Maintain a log of incoming and outgoing shipments with status tracking

Process vendor payments via Payoneer and prepare simple reports in QuickBooks

Manage documentation related to suppliers, invoices, and registration info

Who You Are

2+ years in e-commerce operations, customer support, or logistics coordination

Extremely detail-oriented, organized, and proactive

Fluent in English (written + spoken); Mandarin is a plus

Comfortable working in a fast-paced startup environment with shifting priorities

Familiar with tools like Shopify, Notion, Google Sheets, QuickBooks

Bonus: Previous experience with fashion/consumer product brands based on Shopify or living in China, Shenzhen

Why Join Us

Be part of a globally recognized brand at the edge of fashion-tech

Work closely with a visionary founder and creative team

Flexible remote structure with opportunities for growth

Mission-driven, sustainability-first company with real impact

How to Apply

Send your CV, short note of interest, and a description of a time you solved an operational or customer-facing challenges.

• Seniority level Entry level

• Employment type Full-time
• Industries Retail Luxury Goods and Jewelry

Referrals increase your chances of interviewing at Posthuman Lab by 2x

Wan Chai District, Hong Kong SAR 35 minutes ago

Central & Western District, Hong Kong SAR 2 days ago

Central & Western District, Hong Kong SAR 2 weeks ago

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Join to apply for the Head of Customer Experience role at Fleet Management Limited

1 day ago Be among the first 25 applicants

Join to apply for the Head of Customer Experience role at Fleet Management Limited

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Our 30-year journey rides on the passion of over 27,000 seafarers and 1,000 onshore professionals. Today, we are one of the largest independent third-party ship management companies managing over 650+ diverse types of vessels.

Headquartered in Hong Kong SAR, China, we operate on a global scale having 27 offices in 12 countries. Our client base spans over 100 world-class ship owners, including Fortune 500 companies from China, Greece, India, Japan, Korea, Netherlands, Norway, Turkey and the USA, among others.

In a shore career at FLEET, you will be working with a team of a highly passionate, self-driven and committed group of people. We aim to be a place where you can achieve your full potential, regardless of your background. We are looking for individuals who are ambitious about making a strong contribution to FLEET’s short and long-term sustainable growth – whether you are dealing directly with clients or working in a role supporting the business, such as technology, legal or communications.

Job Position Summary

At Fleet Management, we’re not just managing ships; we’re revolutionising maritime operations through cutting-edge technology. As Head of Customer Experience, you’ll be at the helm of our user experience strategy, ensuring our in-house IT product ecosystem, PARIS, delivers unparalleled value to our maritime operations running globally.

You’ll lead a talented crew of Product team members (including Business Analysts and QA Engineers), UI/UX Designers, and Customer Support/Training, transforming user feedback into actionable insights that drive the evolution of PARIS.

Your mission: to make PARIS the gold standard for maritime software in ship management enhancing the daily operations of our 600+ ships and 25,000+ seafarers.

Reporting directly to the CTO, you’ll collaborate with C-level and other senior leadership to align our technology with the unique demands of the maritime industry. This is your opportunity to shape the future of maritime technology and leave a lasting impact on an industry in the midst of digital transformation.

Key Roles and Responsibilities

As the Head of Customer Experience, your typical day will include:

Chart the Course : Strategic leadership of the Customer Experience function

• Architect a comprehensive customer experience strategy that transforms user insights into actionable improvements, leveraging advanced analytics and user research to identify breakthrough opportunities that will revolutionise how PARIS serves maritime operations
• Champion a user-obsessed culture where intuitive design and seamless accessibility drive every product decision, ensuring PARIS becomes the gold standard for maritime software user experience
• Lead and scale a high-performing, cross-functional organisation encompassing Product Teams (Business Analysts, QA Engineers), UI/UX Designers, and Customer Training specialists—fostering innovation while delivering practical, market-leading solutions
• Define and track meaningful success metrics including Net Promoter Score, user adoption velocity, and feature utilisation rates, establishing PARIS as the benchmark for excellence in maritime technology

Navigate Stakeholder Waters : Engagement & Influence

• Partner strategically with C-suite executives and senior leadership to identify transformational opportunities where PARIS can deliver unprecedented value to both shore-based operations and seafaring teams
• Transform complex user data and behavioural insights into compelling strategic narratives that drive organisational change and secure executive buy-in for ambitious customer experience initiatives
• Build influential cross-departmental alliances spanning IT and Fleet operations, embedding customer-centricity into the DNA of every PARIS touchpoint and business process
• Engage with industry thought leaders, technology innovators, and maritime experts to position Fleet at the forefront of customer experience evolution
• Monitor competitive landscape and emerging maritime technology trends to identify strategic opportunities for PARIS to maintain its competitive advantage

All Hands on Deck : Technical Leadership & Delivery

• Direct the end-to-end development and deployment of PARIS capabilities that delight users, ensuring every interface, workflow, and interaction delivers exceptional value to diverse user communities from maritime professionals to shore-based operators
• Orchestrate comprehensive user validation processes including usability testing, feedback integration, and iterative refinement cycles that transform PARIS into an indispensable tool users actively champion
• Lead sophisticated process mapping initiatives using frameworks such as Lean or Six Sigma to systematically analyse current workflows, identify bottlenecks, and uncover high-impact opportunities for operational effectiveness improvements that directly enhance user productivity and satisfaction
• Balance visionary strategic thinking with tactical execution excellence, personally engaging in critical technical decisions and challenging conventional approaches to drive breakthrough innovation
• Lead transformational change management initiatives including comprehensive process reengineering and organisational readiness programs, ensuring PARIS implementations deliver measurable business transformation rather than simple system upgrades

Relationship

INTERNAL:

• Product Team covering Business Analysts and QA Engineers (based in HK & India)
• Development Teams (based in HK & India); Ops & Support (based in HK & India)
• Internal Stakeholders – including up to C-level / Board level directors (Global)

EXTERNAL:

• Interaction with vendors/third parties

Job Experience, Functional Knowledge and Qualifications

ESSENTIAL:

• 10+ years of progressive customer experience leadership experience, with 5+ years leading large-scale, multi-disciplinary teams across regional/global operations covering Product Management, User Experience Design, and Customer Success functions
• Proven track record of developing and scaling enterprise-level customer-centric organisations from foundational product development through to advanced customer experience implementations with demonstrable business impact on satisfaction, retention, and product adoption across multiple markets or business units
• Deep technical foundation across the customer experience spectrum:
• Product Management - hands-on experience with enterprise product roadmaps, feature prioritisation, process mapping and agile development methodologies at scale
• User Experience Leadership - practical experience in UX/UI design principles, user research and usability testing across diverse user bases and markets
• Customer Training & Support - strategic knowledge of developing change management to enable smooth customer onboarding and distributed support operations
• Quality Assurance - understanding of enterprise QA processes, automated testing methodologies, and product quality standards across complex product suites
• Strategic leadership capabilities with experience in mentoring and developing geographically distributed team members
• Demonstrable evidence in setting enterprise product vision and translating complex customer requirements into scalable technical solutions
• Executive communication skills - ability to present customer insights and product recommendations to C-level stakeholders across multiple business units and influence strategic product direction at an enterprise level
• Bachelor's Degree in Product Management, User Experience, Computer Science, Business, or related technical field

DESIRABLE:

• Masters degree in Product Management, User Experience Design, Computer Science, Business Administration (MBA) or related discipline with focus on enterprise-scale customer-centric product development
• Global transformation experience - track record of leading large-scale customer experience initiatives across multiple regions or business units in technology companies undergoing significant product evolution or digital transformation
• Technical certifications in Enterprise Product Management (e.g., Certified Scrum Product Owner, SAFe Product Owner), Advanced UX Design or Lean Six Sigma at enterprise scale
• Enterprise software, SaaS, or complex internal IT product experience with understanding of multi-tenant, scalable technical product complexities and diverse enterprise customer needs across different markets
• Emerging technologies experience - practical experience implementing innovative customer experience solutions including AI-powered support, advanced personalisation, or predictive analytics in large-scale production environments serving a large user base
• Analysis & Problem Solving
• Customer Focus
• Planning & Organising
• Initiative
• Accountability
• Industry & Business Acumen
• Setting Direction & Planning
• Including and Empowering the Team
• Developing Organisational and Team Capability
• Driving High Performance

Fleet Management Limited is committed to diversity, equity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Management, Strategy/Planning, and Information Technology
• Industries Transportation, Logistics, Supply Chain and Storage, Boilers, Tanks, and Shipping Container Manufacturing, and Maritime Transportation

Referrals increase your chances of interviewing at Fleet Management Limited by 2x

Get notified about new Head of Customer Experience jobs in Hong Kong, Hong Kong SAR .

Central & Western District, Hong Kong SAR 2 weeks ago

Wan Chai District, Hong Kong SAR 1 month ago

Central & Western District, Hong Kong SAR 5 days ago

Wan Chai District, Hong Kong SAR 1 week ago

Wan Chai District, Hong Kong SAR 1 day ago

Wan Chai District, Hong Kong SAR 1 week ago

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Operations & Customer Experience Coordinator

(Full-Time · Remote/Shenzhen or China preferred)

About Posthuman Lab

Posthuman Lab is a neo-futuristic accessories and jewelry brand pioneering the future of fashion through 3D printing, sustainable production, and avant-garde aesthetics. Our products are worn by global tastemakers who reject the ordinary. We operate at the intersection of design, technology, and culturewith a loyal and fast-growing global customer base.

We’re looking for an Operations & Customer Experience Coordinator to join our lean but high-performance team. This role is foundational to our day-to-day operations, providing customer support, e-commerce admin, logistics coordination, and internal ad hoc. You’ll be working directly with the founder and external partners (manufacturers, warehouse, etc.), supporting our global customers.

Responsibilities

Handle customer inquiries via email, DMs, and CRM systems

Coordinate returns, refunds, and replacements and track recurring issues

Maintain customer service response logs and satisfaction reports

Assist in managing Shopify backend: order status, delivery updates, inventory changes

Track and report inventory levels weekly

Coordinate between the manufacturer and warehouse: QC, labeling, receiving stock

Record and report delivery timelines, deviations, and packaging accuracy

Maintain a log of incoming and outgoing shipments with status tracking

Process vendor payments via Payoneer and prepare simple reports in QuickBooks

Manage documentation related to suppliers, invoices, and registration info

Who You Are

2+ years in e-commerce operations, customer support, or logistics coordination

Extremely detail-oriented, organized, and proactive

Fluent in English (written + spoken); Mandarin is a plus

Comfortable working in a fast-paced startup environment with shifting priorities

Familiar with tools like Shopify, Notion, Google Sheets, QuickBooks

Bonus: Previous experience with fashion/consumer product brands based on Shopify or living in China, Shenzhen

Why Join Us

Be part of a globally recognized brand at the edge of fashion-tech

Work closely with a visionary founder and creative team

Flexible remote structure with opportunities for growth

Mission-driven, sustainability-first company with real impact

How to Apply

Send your CV, short note of interest, and a description of a time you solved an operational or customer-facing challenges.

• Seniority level Entry level

• Employment type Full-time
• Industries Retail Luxury Goods and Jewelry

Referrals increase your chances of interviewing at Posthuman Lab by 2x

Wan Chai District, Hong Kong SAR 35 minutes ago

Central & Western District, Hong Kong SAR 2 days ago

Central & Western District, Hong Kong SAR 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

CX Journey Analytics & Strategy

1. Lead end-to-end customer journey mapping across all touchpoints (purchase, inquiries, renewals, claims).
2. Develop a robust customer segmentation framework beyond demographics and past purchase history, incorporating lifestyle and behavioral data.
3. Oversee the implementation of predictive analytics for customer lifetime value modeling.
4. Collaborate with IT to establish a unified customer data platform that connects all touchpoints.
5. Work with the Customer Growth Team to build a holistic view of the customer journey, enabling leads to convert into customers.

1. Lead the Customer Optimization Team to design and implement campaigns that enhance customer experience across all touchpoints (post-purchase, renewals, claims).
2. Provide strategic guidance to assistant managers in developing retention, cross-sell/upsell, and engagement programs.