Manager, Marketing (Customer Relationship Management Business)

📌 Core Information

🔹 Job Title: Manager, Marketing (Customer Relationship Management Business)

🔹 Company: The Walt Disney Company

🔹 Location: Lantau Island, Hong Kong

🔹 Job Type: Full Time

🔹 Category: Marketing

🔹 Date Posted: April 8, 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Developing and managing multi-channel CRM strategies and campaigns for Hong Kong Disneyland (HKDL) across Asia-Pacific.
• Leading a team of six CRM professionals with clearly defined scopes and goals.
• Collaborating with strategic and support areas to understand business needs and enhance existing systems' functionalities.
• Driving CRM program optimization by measuring key metrics and implementing tracking & reporting mechanisms.
• Conducting competitive analysis and providing recommendations based on industry best practices.

ASSUMPTION: This role requires a high level of strategic thinking, leadership, and data analysis skills to effectively manage CRM programs and teams.

📋 Key Responsibilities

✅ Identify, develop, and lead the creation of effective multi-channel, multi-lingual CRM strategies and programs relevant to guests, helping deliver on business goals such as park and hotel visitations, e-commerce revenue, database growth, and customer loyalty.

✅ Lead the process of marketing budget planning on an annual and regular basis.

✅ Demonstrate experience and understanding of China CRM platforms, clearly defining roles and opportunities for each platform and designing relevant CRM strategies.

✅ Lead/oversee assigned programs from inception to completion, including program design, audience selection, segmentation, campaign calendar management, content strategy development, creative production, A/B testing, landing pages, subject lines, personalization, and reporting.

✅ Work with Technology & Digital and Consumer Database teams, and external agencies, to develop, leverage, and optimize database capabilities, proactively managing and driving process and performance improvement.

✅ Educate internal business partners on the role of CRM within the marketing mix and proactively propose potential solutions that help deliver incremental revenue.

✅ Conduct competitive analysis and provide recommendations based on competitive reviews, learnings, and industry best practices, maintaining a strong pulse on changing consumer insights, media landscape, seasonal needs, and upcoming product opportunities.

✅ Implement tracking & reporting mechanisms to measure and improve campaign effectiveness.

✅ Provide clear strategic guidance to help the team prioritize and drive actions.

ASSUMPTION: This role involves a high level of responsibility and requires strong leadership, strategic planning, and problem-solving skills to manage CRM programs and teams effectively.

🎯 Required Qualifications

Education: Bachelor’s degree or equivalent in Business, Management, or Marketing

Experience: Minimum of 10 years of CRM experience with extensive team leadership skills, preferably from MNC companies, and preferably from leisure, travel, and hospitality industries

Required Skills:

• Hands-on experience in creating CRM programs with strong strategic, problem-solving, and executive presentation skills
• Solid understanding and analysis of trends related to consumer, social media, and latest CRM technology and machine learning solutions
• Strong data mindset with a solid foundation to identify insights from complex data sets
• Excellent verbal and written communication skills in English and Chinese

Preferred Skills:

• Experience working with Salesforce Marketing Cloud
• Knowledge of CRM platforms in China, such as WeChat, Tmall, and Douyin

ASSUMPTION: Candidates with a strong background in CRM, leadership, and data analysis will be well-suited for this role. Familiarity with CRM platforms in China is a plus.

💰 Compensation & Benefits

Salary Range: Based on industry standards for a Manager, Marketing role with 10+ years of experience in Hong Kong, the estimated salary range is HKD 500,000 - 700,000 per annum.

Benefits:

• Competitive benefits package
• Opportunities for professional growth and development
• Working in a creative and dynamic environment

Working Hours: Full-time position with standard office hours, Monday to Friday, with flexibility based on business needs.

ASSUMPTION: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience and qualifications.

📌 Applicant Insights

🔍 Company Context

Industry: The Walt Disney Company operates in the entertainment industry, focusing on creating magical experiences for guests through its theme parks, resorts, and media networks.

Company Size: The Walt Disney Company has over 10,000 employees worldwide, providing a large and diverse work environment.

Founded: The Walt Disney Company was founded in 1923 by Walt Disney and has since grown into a global entertainment conglomerate.

Company Description:

• The Walt Disney Company is dedicated to creating happiness by providing the finest entertainment for people and families around the world.
• The company's portfolio includes Disney Parks, Experiences and Products; The Walt Disney Studios; Disney Media & Entertainment Distribution; and Disney Direct-to-Consumer & International.
• The company is committed to delivering exceptional storytelling, innovative technology, and extraordinary guest experiences.

Company Specialties:

• Theme parks and resorts
• Media networks and streaming services
• Film and television production
• Consumer products and interactive experiences

Company Website: careers.disneylandparis.com

ASSUMPTION: Working at The Walt Disney Company offers applicants the opportunity to be part of a creative and innovative organization that focuses on delivering exceptional experiences for its guests.

📊 Role Analysis

Career Level: This role is a management position, requiring a high level of strategic thinking, leadership, and data analysis skills.

Reporting Structure: The Manager, Marketing (CRM Business) will report directly to the Senior Manager, Marketing (CRM Business) and will oversee a team of six CRM professionals.

Work Arrangement: This is an on-site position based at Hong Kong Disneyland Resort, with flexibility based on business needs.

Growth Opportunities:

• Potential career progression within the marketing department or other areas of the business
• Opportunities to work on high-profile projects and campaigns
• Access to professional development and training programs

ASSUMPTION: This role offers strong growth potential for candidates with the right skills and experience, who are looking to advance their careers in marketing and CRM.

🌍 Location & Work Environment

Office Type: On-site, based at Hong Kong Disneyland Resort

Office Location(s): Lantau Island, Hong Kong

Geographic Context:

• Hong Kong is a Special Administrative Region (SAR) of China, with a population of over 7.5 million people
• The Hong Kong Disneyland Resort is located on Lantau Island, approximately 30 minutes from Hong Kong International Airport
• The resort covers an area of approximately 128 hectares and includes two theme parks, three hotels, and a variety of dining and shopping options

Work Schedule: Full-time position with standard office hours, Monday to Friday, with flexibility based on business needs.

ASSUMPTION: Working at Hong Kong Disneyland Resort offers applicants the opportunity to be part of a dynamic and multicultural team, working in a unique and exciting environment.

💼 Interview & Application Insights

Typical Process:

• Online application and resume screening
• Phone or video screening
• In-person or virtual interview with the hiring manager
• Final interview with senior leadership

Key Assessment Areas:

• Strategic thinking and problem-solving skills
• Leadership and team management abilities
• Data analysis and interpretation skills
• Communication and presentation skills
• Industry knowledge and CRM platform experience

Application Tips:

• Tailor your resume and cover letter to highlight your CRM experience, leadership skills, and data analysis abilities
• Prepare for behavioral interview questions that focus on your problem-solving skills and leadership style
• Research the company and the role to demonstrate your enthusiasm and understanding of the business

ATS Keywords: CRM strategies, multi-channel campaigns, team leadership, data analysis, consumer insights, marketing budget planning, program optimization, competitive analysis, email marketing, social media marketing, A/B testing, database management, project management, problem-solving, strategic planning, executive presentation

ASSUMPTION: The application process for this role will focus on assessing the candidate's strategic thinking, leadership, and data analysis skills, as well as their industry knowledge and CRM platform experience.

🛠️ Tools & Technologies

• Salesforce Marketing Cloud
• CRM platforms in China (WeChat, Tmall, Douyin)
• Data analysis and visualization tools (e.g., Tableau, Power BI)
• Project management tools (e.g., Asana, Trello)

ASSUMPTION: Familiarity with CRM platforms, data analysis tools, and project management software will be beneficial for this role.

👔 Cultural Fit Considerations

Company Values:

• Innovation
• Quality
• Storytelling
• Guest Obsessed
• Inclusion
• Integrity

Work Style:

• Collaborative and team-oriented
• Data-driven and analytical
• Adaptable and responsive to change
• Creative and innovative

Self-Assessment Questions:

• How do you align with Disney's company values, particularly 'Guest Obsessed' and 'Innovation'?
• How comfortable are you working in a dynamic and multicultural team environment?
• How do you approach problem-solving and decision-making in a fast-paced and ever-changing work environment?

ASSUMPTION: Candidates who demonstrate a strong fit with Disney's company values and work style will be well-suited for this role.

⚠️ Potential Challenges

• Managing a team with diverse backgrounds and skillsets
• Balancing multiple projects and priorities
• Working in a fast-paced and dynamic environment
• Adapting to changing consumer insights and market trends

ASSUMPTION: These challenges can be overcome by strong leadership, effective communication, and a data-driven approach to decision-making.

📈 Similar Roles Comparison

• Compared to other marketing management roles, this position places a stronger emphasis on CRM strategy and data analysis
• Industry-specific context: The leisure and hospitality industry is highly competitive and dynamic, requiring a strong understanding of consumer behavior and market trends
• Career path comparison: This role offers opportunities for career progression within marketing or other areas of the business, such as operations or strategy

ASSUMPTION: Candidates should consider their long-term career goals and how this role aligns with their desired career path.

📝 Sample Projects

• Developing and implementing a multi-channel CRM strategy for a new product launch
• Optimizing email marketing campaigns to improve open rates and click-through rates
• Conducting a competitive analysis of CRM platforms in China and providing recommendations for integration

ASSUMPTION: These sample projects demonstrate the range of responsibilities and challenges faced by the Manager, Marketing (CRM Business).

❓ Key Questions to Ask During Interview

• Can you describe the team structure and how this role fits within the organization?
• How does the company support the professional development and growth of its employees?
• What are the key priorities for this role in the first 90 days?
• How does the company approach data-driven decision-making and continuous improvement?
• What are the most rewarding aspects of working in this role and at the company?

ASSUMPTION: These interview questions will help candidates better understand the role, the team, and the company culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your CRM experience, leadership skills, and data analysis abilities
• Prepare for behavioral interview questions that focus on your problem-solving skills and leadership style
• Research the company and the role to demonstrate your enthusiasm and understanding of the business
• Follow up with the hiring manager one week after submitting your application to express your continued interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.