Position

Manager, Consumer Experience, Greater China & Southeast Asia

Company

A leading FMCG company

Location

Hong Kong

Report to

Head of Deployment Area Greater China & SEA

Responsibilities

Ÿ   Responsible for Greater China & Southeast Asia regions whose role is to ensure magnificent consumer experience in Duty Free touchpoints, by implementing the overall Consumer Experience strategy & toolbox to impact positively consumer perception. Plan superior execution, drive conversion to purchase, and build category leadership.

Ÿ   Collaborate across functions to define the consumer journey map and develop a cohesive, consumer-centric marketing plan to enhance the overall experience within the Duty-Free environment.

Ÿ   Take the lead in implementing toolboxes for each activation and provide consumer-focused input for creative briefs. Coordinate with cross-functional teams to ensure local development and adaptation of assets and promotional materials.

Ÿ   Act as the voice of the customer, incorporating consumer needs and addressing their problems through data-driven decision-making processes. Collaborate with other departments to capture consumer data from market research and regularly analyze available data to generate qualitative and quantitative insights into the consumer journey.

Ÿ   Continuously assess the delivery efficiency of the existing retail ecosystem by location, ensuring an exceptional consumer perception. Identify areas for improvement and propose adjustments to bring together incremental value.

Ÿ   Cultivate relationships with markets in the Southeast Asia and Greater China regions. Take the lead in mentoring and guiding operators and in-store sales representatives, ensuring operational excellence in areas such as visual merchandising, retail outlook compliance, and timely completion of stock deliveries.

Requirements

Ÿ   Minimum of 10 years of combined experience in retail operation strategy and management in consumer-facing retail operations, ideally within the Fashion, Cosmetics, or FMCG industries.

Ÿ   Solid background in marketing, consumer experience, and commercial functions.

Ÿ   Comprehensive understanding of the consumer journey and experience, along with the key drivers that influence consumer perception towards services or brands.

Ÿ   Capable of leading and motivating teams to consistently deliver operational excellence.

Ÿ   Strong project management skills, adept at building relationships, and bringing forth creative ideas.

Ÿ   Demonstrates exceptional leadership abilities, with the capacity to influence and make an impact on collaborators.

Ÿ   Excellent command of both spoken and written English and Chinese languages. Exceptional communication and storytelling skills.

Ÿ   Willingness and availability to travel extensively within the responsible regions.