Payment and Loyalty Manager
Throughout the century, Shell has been at the forefront of the drive to support Hong Kong and Macau to meet its growing energy needs. Today, Shell supplies motorists and business customers with a wide range of energy solutions including Mobility, LPG, Commercial Fuel, Lubricants, Bitumen, Aviation, Marine and Chemicals.
The Mobility business operates over 50 service stations and EV charging points offering energy, convenience retail and car care services, aiming to make customers’ journeys Go Well.
Where you fit in
This is an opportunity for a manager who is passionate of CRM and have experience in partnership and marketing communications. You will be leading a small team, collaborating with internal stakeholders, engaging advertising and media agencies, station retailers, system vendors and direct & indirect channel partners to drive performance by building customer loyalty through the digital platform and 3rd party partnership. This candidate plays an important role under Shell’s Powering Progress strategy to support the transition of our business to net-zero emissions.
What is the role?
Track and analyse market trend, competitor landscape and customer data to formulate marketing strategy and plan; design and implement promotion end to end from business case, agency brief, design approval, site launch to post investment review.
Maximise partnership value with malls, banks and other 3rd parties (e.g. yuu, banks) to develop exclusive tactical and long term offers for members.
Enhance the Payments Customer Value Proposition by introducing new payment means and managing relationships with payment partners; create seamless customer journey by driving payment and loyalty integration.
Lead advertising agencies to develop regular and promotional marketing communications .
Work closely with the Digital Operation Advisor, IT Team and Customer Service Team to continuously improve the customer journey and experience online and offline.
Drive indirect channel business by setting strategy on voucher sales, and pricing model in agency segment by collaborating with B2B.
Facilitate the procurement and contracting process by liaising with legal and procurement teams.
Synergise with Fuel, EV, NFR and other business units to achieve marketing integration in terms of branding and sales
Provide guidance for Customer Service Team, Corporate Relations Team, media agencies, and frontline operations to resolve customer issues.
Responsible for the membership volume and margin, active rate, new sign up rate, market share, brand preference, marketing budget and ROI etc.
What we need from you?
Degree Holder in Business or Marketing related disciplines
Minimum 6 years of experience in CRM, partnership and loyalty fields preferred
Experience in marketing communication is a bonus
Possess strong numeric sense, analytical skill, positive thinking, presentation skill, and able to convert opportunities into real service or products
A hands-on team player with excellent upward and downward communication skill
Excellent command of spoken and written English and Cantonese, good command of Mandarin a plus
Proficient in MS Word, Excel and PowerPoint