West Kowloon Cultural District Authority

Assistant Manager, CRM and Marketing (Ref:18202K)

Hong Kong

As one of the largest arts and cultural districts in the world, West Kowloon will be offering a wide range of events and services to the public, including ticket purchase, Wi-Fi, enews subscription, membership, event registration etc., of which different types of data will be collected in daily operation externally and internally. With the aid of our district-wide CRM system, West Kowloon would be able to manage our customer data and sources efficiently and better understand their preferences and behaviour, and thus drawing actionable insights that could help making better marketing decisions, optimise marketing campaigns / spend, and ultimately providing a more relevant, pleasant and personalised customer experience to our audiences at different touchpoints.


You are responsible for:

  • supporting the daily usage of the Customer Relationship Management (CRM) system to ensure smooth running of all business and marketing functions across the District, including driving ticket sales / event attendance, enhancing customer loyalty / satisfaction and engagement, encouraging repeated purchase / visits and ensuring steady email open rate etc.;
  • analysing and understanding customer behaviour based on the data of their preferences and event / ticket transactions, and applying segmentations, data-driven insights and best market practices for designing personalised campaigns for better customer engagement and experience to different audiences through different channels such as email, website, app etc.;
  • maintaining a centralised email communications plan / customer contact plan with clear and justifiable segmentation and templates to ensure clear internal communications, and deploying all email and direct marketing communications with high quality and right content to be delivered to the right audience;
  • monitoring the data capture and update, data flow within CRM system and its related systems or data sources such as ticketing system and CIAM system and understanding different data sets, generating relevant report and extracting actionable insights to inform better marketing decisions;
  • exploring opportunities to grow the CRM database / e-list through online and on-site campaigns / acquisitions / Marketing Cloud to meet or exceed the KPIs;
  • assisting in data analytics, reporting and A/B testing, such as Salesforce Analytics / reports, Google Analytics, Facebook or other online marketing tools for continuously enhancing the CRM, digital advertising and other marketing campaigns, while ensuring compliance transparency in data privacy;
  • conducting research and developing ways to use CRM data to drive personalisation on email, online marketing, website, mobile app etc.;
  • working closely with relevant departments and teams on timely delivery of content, graphics and campaign; and
  • managing external parties and CRM consultants for system enhancements or maintenance, and working closely with media agency to fully integrate data into social advertising and paid media.


You should:

  • possess a recognised university degree or equivalent;
  • have at least 5 years of relevant experience in customer data / relationship management, data privacy, preferably in a cultural or entertainment / finance / insurance-based industry;
  • have experience and knowledge in CRM system, comprehensive marketing database and communications tools, such as Salesforce Marketing Cloud / Adobe Marketing Cloud / Emarsys / Microsoft Dynamics and a basic understanding of HTML, CSS or other web standards;
  • have a track record of experience in delivering direct-marketing communications in a fast-paced environment, and driving direct sales through email marketing;
  • demonstrate good project management, presentation and interpersonal skills; and
  • be proficient in written and spoken English and Chinese.

For interested parties, please complete the online application form enclosed with your CV on or before 24 March 2019.

Data collected will only be used for job application processing. Your data may be accessed by our appointed recruitment consultants who have agreed to keep confidence of all personal data in not less than the standards applicable to us. Applicants not being invited for interview within 4 weeks from 24 March 2019 may assume their applications unsuccessful.

All related information will be kept up to 24 months and all personal data will be destroyed afterwards.

For more information

http://www.westkowloon.hk or contact

Ms. Shavian Ng at 2200-0329

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