About this role
Senior Manager, Membership Operations Area : Market GCA Department : Brand Marketing / Membership Direct Reporting Line : Director , Membership Operations Indirect/Secondary Reporting Line : Subsidiary/Country : GCA Location: Shanghai GSMS Grade: M3 Number of Personnel Managed : 2 Cost Center/Budget and/or Revenue Responsibility : Purpose & Overall Relevance for the Organization: Develop and execute CRM strategies to acquire, retain, engage and recall consumers and enable online business. Lead and manage the day-to-day online CRM operations Track and evaluate the effectiveness of online CRM activities, provide feedback and recommendations, and optimize for future strategies Key Responsibilities: Online Membership Strategy & KPI Management Develop the annual online membership strategy in line with overall membership vision, business priorities, and growth targets Define differentiated membership strategies and operating models for different online channels Establish, cascade, and manage core online membership KPIs (e.g. member acquisition, active rate, conversion, repeat purchase, member sales contribution) Regularly review performance and drive continuous optimization through structured business reviews O nline Membership Campaigns & Activation Own the planning and execution of online membership campaigns and activities Continuously optimize campaign mechanisms and member experience based on performance results and consumer insights People Management Manage online CRM team member to ensure seamless execution. Lead cross-functional communication and driving project implementation Cross-Functional Collaboration & Project Management Work cross-functionally with Brand Comms , Digital, Tech, and Legal teams to deliver integrated membership initiatives Lead end-to-end project management for key online membership programs, ensuring timelines, quality, and outcomes are met Key Relationships: Online Channels Team Brand Marketing Team Global CRM Digital / Tech Teams Legal and other supporting functions External Agency partners Knowledge, Skills and Abilities: Strong strategic thinking and end-to-end planning capability with a clear understanding of online membership models Advanced data analysis skills with the ability to translate insights into tangible business actions Proven and mature experience in online membership management Excellent communication, influencing, and stakeholder management skills Strong ownership mindset, result orientation, and project management capability Requisite Education and Experience / Minimum Qualifications: University degree or above Work experience in online CRM is required Proficiency in both written and spoken English