Manager, Marketing (Customer Relationship Management Business)

Job ID 10116247 Location Lantau Island, Hong Kong Business Hong Kong Disneyland Resort Date posted Apr. 08, 2025

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Job Summary:

The Manager, Marketing (CRM Business) is responsible for developing and managing multi-channel CRM-strategies and campaigns (Email, SMS, Mobile Push, Social) for Hong Kong Disneyland (HKDL) across Hong Kong, China and the rest of Asia-Pacific.

Responsibilities:

Identify, develop and lead the creation of effective multi-channel, multi-lingual CRM strategies and programs that are relevant to our guests and help deliver on business goals (Park and Hotel Visitations, e-commerce Revenue, Database Growth and Customer Loyalty). Lead multi-year and annual CRM strategy along consumer journey with market specific touch points, user behavior and platform considerations to achieve commercial priorities.
Lead the process of marketing budget planning on annual and regular basis
Demonstrated experience and understanding of China CRM platforms including but not limited to WeChat, Tmall and Douyin. Clearly define roles and opportunities for each platform and design relevant CRM strategies.
Assess cost and benefits to drive cross platforms CRM integrations in China and explore viable data solutions (if deem relevant).
Lead/oversee assigned programs from inception to completion, including program design, audience selection, segmentation, campaign calendar management, (dynamic) content strategy development, creative production, A/B testing, landing pages, subject lines, personalization and reporting.
Partner with strategic/support areas to understand business needs, enhance existing systems' functionalities (e.g. Salesforce Marketing Cloud) that impact the CRM program execution.
Work with Technology & Digital and Consumer Database teams, and external agencies, to develop, leverage and optimize database capabilities. Proactively manage and drive process and performance improvement.
Educate internal business partners on the role of CRM within the marketing mix and proactively propose potential solutions that help deliver incremental revenue.
Conduct competitive analysis and provide recommendations based on competitive reviews, learnings and industry best practices and to maintain a strong pulse on changing consumer insights, media landscape, seasonal needs, and upcoming product opportunities.
Drive CRM Program optimization by measuring key metrics including Click Through Rate, Open Rate, Conversion Rate, Unsubscribe Rate, Bounce Rate, Database Growth, Transactions and Revenue (for Theme Park Tickets & Hotels).
Implement tracking & reporting mechanisms (using Salesforce, Adobe, Google and China platform tools) to measure and improve campaign effectiveness.
Demonstrated leadership to guide and grow a team of six CRM professionals with clearly define scope and goals, and to provide clear strategic guidance to help the team prioritize and drive actions.

Requirements:

Bachelor’s degree or equivalent in Business, Management or Marketing
Minimum of 10 years CRM experience with extensive team leadership skills, preferably from MNC companies, preferably from leisure, travel & hospitality industries
Hands-on experience in creating CRM programs with strong strategic, problem-solving and executive presentation skills
Solid understanding and analysis in trends related to consumer, social media and latest CRM technology and machine learning solution
Strong data-mindset with solid foundation to identify insights from complex data sets
Excellent verbal and written in English and Chinese

HKProfessional #LI-AI1

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About Hong Kong Disneyland Resort:

Hong Kong Disneyland Resort offers unforgettable, culturally distinctive Disney experiences for guests of all ages and backgrounds. Filled with your favorite Disney stories and characters, Hong Kong Disneyland Resort offers guests the opportunity to explore eight diverse lands that are home to award-winning, one-of-a-kind attractions and entertainment. Complete your adventure with stays at the resort’s luxurious Disney hotels. The magic doesn’t end at our doorstep; as a dedicated member of the local community that cares deeply about societal wellbeing, Hong Kong Disneyland Resort spreads its magic through community service programs that help families in need, boost creativity among children and families, encourage the protection of the environment and inspire healthier living.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with HK International Theme Parks Limited, which is part of a business we call Hong Kong Disneyland Resort.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email HKDL.Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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