Customer Service & Data Manager – Shanghai

Customer Service & Data Manager

The Customer Service and Data Manager would be responsible to assist  marketing team to maintain high level of customer satisfaction by resolving customer related issues; and enhance member loyalty by establishing rapport with the members.

Permanent, full time contract


    1. Customer Services
    • To handle & follow up daily customer enquires from instore & online flash sale in a timely and professional manner, including product & pricing, order status, billing checking, delivery, complaint, or any post-sales issues through email, phone, instant messaging, social media and on-site support
    • Always take ownership of each customer journey, resolving queries and complaints appropriately through accurate and personalized solutions
    • Develop professional customer service guidance and offer support to regional markets
    1. Loyalty Program Support
    • To provide upscale concierge services related to membership mobile application and OnTheList Premium loyalty programs, through member acquisition, tier rewards, member benefits, and all all aspects of the loyalty program
    • To promote & execute OnTheList Premium campaign in order to achieve the aggressive growth of member usage
    • To initiate and actively listen to Premium members’ enquiries
    • Liaise with internal departments, connecting across the business to fulfill customer need
    • Handle administrative work e.g. point adjustment, voucher redemption, etc.
    • To support ad-hoc projects as assigned
    1. Report & Analysis
    • Prepare regular reports to analyze/evaluate members’ feedback and provide guidance to frontline team on enhancing customer experience
    • Perform market intelligence of understand members’ needs, service gap, competitors’ movements, etc.
    • To identify customer needs, campaign opportunity and setting objectives
    • Propose and accountable to provide strategy to the team in leading the execution of brand marketing events to maintain customer loyalty
    • To analyse and report on events effectiveness in terms of traffic, conversion and revenue
    • Familiar with digital landscape, conduct and analyze market research and competitor data for innovative digital CRM strategies
    • Digital CRM management deploy to Wechat and Weboi application


    • Degree holder in hospitality or a related field, such as business administration, marketing, etc
    • Minimum 3 years’ experience in customer services or hospitality, online retail management experience
    • Strong background of customer service experience in related field is essential
    • Customer-oriented mindset with good telephone and written communication manner
    • Highly-proficient in spoken and written English and Chinese
    • Excellent interpersonal, communication, coordination and problem-solving skills
    • Candidates with strong customer loyalty related experience are preferred
    • Well-organized, detail-minded, self-motivated, high responsibility
    • Excellent MS Excel, Word and PowerPoint skills essential

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