About the role                                                                                       

As our Assistant Guest Knowledge & Engagement Manager, you will support the Guest Knowledge & Engagement Manager on the execution of the strategy. You will support the management of the membership programme, conduct analysis of our guests and also support the initiatives that contribute to guest acquisition and retention.

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Key responsibilities

The key responsibilities of this role will include some or all the following.

Guest Analysis

• Analyse our guest to provide a greater insights on who our guests are and what is driving our business for future business development and campaigns
• Provide insights on the profile of our (potential) guests by using various analysis tools to assist in developing the relevant contents to our guests or potential guests
• Combine the data with research conducted by the business to conduct more comprehensive analysis
• Develop relevant communication contents through the guest analysis
• Optimize the emails sent to our members by maximizing the open rates, click throughs and visits to the Village by segmentation of customer database, personalized messaging and AB testing

Management of Membership Programme

• Be responsible for the execution of the membership programme for the Village to ensure that we are delivering personal, relevant and timely communications to our customer groups, via email or other relevant channels
• Explore innovative cross channel execution opportunities including push notification, direct mail, clienteling and other channels as appropriate
• Work closely with the Membership Team to implement and test the communications to members that will drive retention and cultivate brand advocacy
• Get involved in various activities that are related to our members, e.g., buyer programme, brand engagement, push notifications, etc.

Guest Acquisition

• Coordinate and execute the guest acquisition initiatives to achieve the agreed KPIs on the number of new members
• Grow the customer database through data capture at all possible touch points
• Support the Private Client Services Team on the acquisition and retention of high new worth guests by taking care of the segmented emails, notifications and regular reporting

Reporting

• Compile the following reports where required and present the findings to the team and the wider business teams,
  • Local campaign activities and return on investment regarding email campaigns and partnerships
  • Membership
  • Key metrics including test results and learnings

About You

We are looking for an individual who can display the following experience and skills:

• Degree education or equivalent qualifications is preferrable
• Experience within a CRM / e-mail marketing function within retail and/or a luxury brand environment
• Computer literate and high proficiency in Microsoft Office; knowledge of analysis tools is essential
• Experience using digital analytics tools such as PowerBI &  Google Analytics
• Experience using CRM tools such as Responsys or Salesforce
• Knowledge of GDPR and the ever evolving data privacy landscape
• Strong organisation skills with a keen eye for detail
• Able to work well with all levels across the business
• Excellent interpersonal and communication skills 
• Able to work well with all levels across the business
• Ability to perform under pressure and to meet deadlines