West Kowloon Cultural District Authority

Assistant Manager, CRM Operations (Ref:19299)

Kowloon (Tsim Sha Tsui)

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.

To support the district and different business units to manage the customer data and sources efficiently and coherently (in a district-wide, single sign on way), the Authority is looking for talents to manage its district-wide CRM system in terms of operations, data governance, training and future enhancement.


You will be responsible for:

  • managing and supporting the daily usage and smooth running of the district-wide Customer Relationship Management (CRM) system in terms of business operations, data governance, reporting, analytics and support different business units and users of the system and ensure the CRM is fit for purpose and maintain high level of user adoption;
  • supporting the CRM functions or enhancements from internal business units and users; working with the CRM project team to manage external consultant or contractors in terms of system enhancements, technical integration, business use cases, testing, documentation etc.;
  • developing policies, procedures and processes around CRM usage, business use cases, data management etc.;
  • providing training, operation manuals and best practices on CRM related usage to internal teams, including new and existing users;
  • supporting the Data Protection Office (DPO) in monitoring and ensuring the compliance of the Data Privacy Policy within the West Kowloon Cultural District and its subsidiaries;
  • monitoring the data capture and update, as well as data flow within CRM system and its related system or data sources such as ticketing system to ensure its accuracy, recency; and managing the data retention and disposal according to defined rules;
  • assisting in data analytics and reporting to facilitate the Group’s marketing functions; overseeing reports and dashboards for CRM users and management reporting;
  • developing and maintaining relationships with key internal audiences across WKCDA, both from a business and technical perspective; and
  • monitoring changes to CRM systems or operations in relation to product roadmap, market trend, business changes; and stay up-to-update with the changes in customer relationship management and business operations in general.


You should:

  • possess a recognised university degree or equivalent;
  • have at least 5 years of relevant experience in customer data/relationship management, project management on system implementation, data privacy or big data analytics, preferably in a cultural or entertainment/finance based industry or other organisation with similar scale or nature;
  • have experience and understanding of Customer Relationship Management System and related IT systems;
  • have experience in providing end-user training or user support; and experience in developing guidelines or manuals on CRM and related business operations; and
  • be familiar with and have knowledge of the Personal Data (Privacy) Ordinance and data protection principles.

For interested parties, please submit your application with detailed CV on or before 19 January 2020.  Applicants are encouraged to submit their applications as soon as possible.  The review of applications will continue until the post is filled.

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 the submission date 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. Airy Shum at 2200-0127

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