Link Asset Management Limited 領展招聘
Senior Manager - CRM & Insights
Role Objective
The Senior Manager - CRM & Insights leads Link's portfolio-wide CRM and customer intelligence agenda. The role converts Link's business and asset objectives into an integrated strategy, roadmap and investment priorities that grow quality acquisition, engagement, retention, frequency, spend and customer lifetime value.
Acting as a senior strategic advisor, the role brings together shopper behavioural data, customer analytics, lifecycle design, loyalty economics and Martech. The incumbent will align senior stakeholders, build team capability and establish scalable practices that improve shopper value, tenant outcomes and asset performance.
Job Duties:
CRM & Loyalty Strategy
Lead the portfolio CRM and loyalty strategy, translating business priorities into a multi-year roadmap, annual plans, clear KPIs and measurable customer and commercial value outcomes.
Define priority customer segments, acquisition strategies and value propositions across malls, channels and lifecycle stages, balancing member relevance, tenant value and program economics.
Lead the design and continuous improvement of acquisition, onboarding, engagement, retention, reactivation and advocacy journeys to increase frequency, cross-mall participation and spend.
Build robust business cases for loyalty propositions, rewards, benefits and customer investments; quantify incremental value, cost-to-serve, customer lifetime value and expected returns.
Govern portfolio performance reviews, challenge assumptions and redirect investment or interventions based on evidence.
Customer Insights, Analytics & Foresight
Partner with Insight lead to help set the customer 360 agenda by framing priority business questions with first-party CRM data, alongside all other quantitative and qualitative research data.
Lead segmentation, persona and targeting frameworks that become a shared language for Marketing, Asset Management, Leasing and tenant decisions.
Oversee customer-value analytics, cohort and lifecycle analysis, dashboards and predictive use cases that explain behaviour, size opportunities and guide action.
Resolve conflicting evidence, challenge established assumptions and translate findings into persuasive recommendations for senior management and investment decisions.
Advance responsible use of AI-enabled research and analytics, with appropriate privacy, governance, validation and model-risk controls.
MarTech, Reporting & Measurement
Own business requirements and the capability roadmap for CRM, loyalty, customer data, research, analytics and communication platforms, prioritising needs according to customer and business value.
Align Marketing, IT, Legal, Risk and vendors on integration, consent, data quality, security, operating processes and user adoption.
Support customer analytics models: lead scoring, cross-sell/upsell, reactivation, etc. to help maximize shoppers’ spend.
Establish portfolio KPI definitions, dashboard standards and disciplined review routines covering acquisition, engagement, retention, frequency, spend, value and program economics.
Deliver regular performance reviews and business impact assessments to senior leadership.
Partnerships, Stakeholders & Team Leadership
Build a portfolio of strategic loyalty, rewards, tenant and non-tenant partnerships that expands customer value, reach, capability and mutual commercial benefits.
Act as a trusted, insight-led advisor to senior stakeholders; mobilise cross-functional teams around customer value and resolve competing priorities without relying on authority.
Lead, coach and develop the CRM & Insights team, setting clear accountability, raising analytical and commercial standards and building future-ready capabilities.
Manage agencies, technology vendors and data partners through clear briefs, governance, performance standards and commercial discipline.
Own CRM and partnership budgets; challenge investment cases, manage risks and variances, and reallocate resources as evidence and priorities change.
Requirements:
Bachelor's degree or above in Marketing, Business, Economics, Statistics, Data Science or a related discipline; postgraduate qualification is an advantage.
Minimum 12 years of progressive experience in CRM & Loyalty, including leadership of complex portfolio or multi-brand initiatives.
Experiences in consumer-focused sectors such as retail, FMCG, shopping malls, hospitality, financial services, e-commerce or travel highly-preferred.
Strong command of segmentation, lifecycle management, loyalty economics, latest MarTech trends, AI in CRM and customer-data capabilities.
Strong business acumen, strategic and analytical thinking
Experienced people leader with strong judgment, problem-solving, change leadership and a record of building capable, accountable teams.
Excellent senior stakeholder influence, negotiation, vendor management and presentation skills, with the ability to communicate complex findings clearly.
Strong command of written and spoken English and Cantonese; Mandarin is an advantage.
Senior Officer - Leasing (HK)
Job Duties:
Assist in new tenancy liaison, renewal negotiation, marketing analysis compilation
Monitor variances in various leasing control parameters such as income receivable, vacancy, trends, price, competition and customer turnover
Requirements:
Degree holder in Real Estate, Property Management or related disciplines
Minimum 2 years solid experience in property leasing
Strong knowledge in tenancy and facilities management with shopping mall experience is advantageous
Proactive and have good connections with retailers and property agencies
Strong negotiation and communication skills
Good command of spoken and written English & Chinese
Officer - Fresh Market (HK)
Role Objective
Exposure to Fresh Market operations, property management, marketing, and tenant engagement in a unique community-focused environment.
Opportunity to work with cross-functional teams and gain broad commercial experience.
Dynamic and customer-focused workplace with opportunities for learning and career development.
Job Duties:
Coordinate with internal and external stakeholders to implement operational strategies, policies, and initiatives for Fresh Market assets.
Deliver quality property management services and ensure smooth day-to-day operations.
Monitor the performance of security, cleaning, customer service, and maintenance contractors to maintain service excellence.
Plan and execute marketing and promotional activities to enhance market vibrancy and customer engagement.
Handle enquiries, feedback, and complaints from tenants, customers, and other stakeholders.
Manage tenancy-related matters, including premises handover, repossession and lease enforcement.
Support operational improvement initiatives and undertake ad hoc projects as assigned.
Foster a customer-centric culture and contribute to the team's operational excellence.
Requirements:
Degree or Diploma holder in Business Administration, Real Estate, Property Management, or related disciplines.
Strong interpersonal and communication skills with a customer-focused mindset.
Proactive, responsible, self-motivated, and able to work independently.
Good command of spoken and written English, Cantonese, and Mandarin.
Proficient in Microsoft Office applications and Chinese word processing.
Experience in Fresh Market, retail, property management, or operations management is an advantage.
Holder of a Tier 1 or Tier 2 Property Management Practitioner Licence under PMSO is preferred.
Candidate with more experiences will be considered as Senior Officer - Fresh Market.
Officer - Property Management (HK)
Job Duties:
Deliver a high-quality service of property management for shopping malls, fresh markets and car parks
Monitor and oversee contractors’ performance in security, cleaning, customer service and maintenance to meet company’s standard and regulation
Provide immediate support in emergency incidents, inquiries and complaints from different parties
Communicate with internal and external stakeholders to execute operational policies, procedures and strategy
Provide administration support in management office
Perform in other ad hoc tasks as assigned
Requirements:
Degree holder or Diploma / Higher Certificate in Property Management, Housing Management, Estate Management or related disciplines
Minimum 2 year of relevant working experience in property management, fresh graduate will be also considered
Knowledge in Deed of Mutual Covenant, Building Management Ordinance, security and guarding laws is a plus
Good communication and interpersonal skills
Proficiency in PC skills, particularly on MS Office and Chinese Word Processing
Candidate with less experience will be considered as Assistant Officer – Property Management.
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