Head of Customer Experience

Candidates must be based within proximity of one of 2-TIMES office locations: Hong Kong (Central), Singapore (Rochor), or Melbourne (CBD). For global applicants, relocation to Asia is required for this position.

Reporting to the Co-Founders and C-Suite, the Head of Customer Experience (CX and Personalization) is directly responsible for leading the strategy, development and execution of all loyalty, retention, and lifecycle marketing initiatives for 2-TIMES, with the goal of delivering marketing excellence at scale, via multi-channel customer segmentation initiatives – driving global business growth across key target regions.

He/she/they is a creative thought leader with specialist knowledge in luxury designer fashion, beauty, and fine art. Synthesising research intelligence from internal and external data sources, this individual will define an agile roadmap for increasing purchase frequency and customer lifetime value (CLTV) via 2-TIMES' HNW private client loyalty program.

The ideal candidate will bring our personalization plans to life across both content and eCommerce platforms; linking closely with digital, brand marketing and communications teams, to increase active customer engagement, decrease bounce rates, and re-engage inactive customers – championing clarity and innovation in all forms of digital messaging.

Responsibilities

· Create, own, and execute strategic dashboards that address the maximization of sales revenue and improvements to 2-TIMES' existing marketing systems, transforming the organization's marketing and digital capabilities

· Deliver quantified and qualified POV's regarding audience selection, CRM, and best-in-class approaches to engage private client prospects across digital and physical channels

· Partner with digital/eCommerce managers to develop omnichannel communication programs and measurement/testing; leading the thinking behind customer filtering, in cooperation with analytics to create and validate models

· Educate and inspire cross-functional teams on what ultra-targeted personalization looks like – benchmarking customers expectations via profiling of key global competitors

· Define and draft internal 2-TIMES brand guidelines and governance documents for engagement with private clients

· Identify, evaluate and commission third party partners including agencies, data providers and technologists that will support the team, and the organization, in achieving growth objectives

Requirements

· Bachelor's and/or Master's degree from a top-tier university in computer science, marketing or economics

· 8+ years of experience within a luxury retailer or an international designer fashion brand. Exposure with a recognised internet start-up is an asset

· Aligned sense of direction regarding 2-TIMES' POV, with proven credibility of networks spanning fashion, arts, and music industries

· CRM/Loyalty program development including detailing functional requirements, developing features/benefits, creating communication strategies, and evaluating ROI performance

· Proven ability to distill complex information, and "tell a story" using data

· Web, App and Mac–savviness, with working knowledge of Google, Microsoft, and Salesforce is a must.

· Knowledge/proficiency using BI tools, project management, video conferencing, and CMS software including: SQL, Qlik, Tableau, Slack, Notion, Whereby, Sanity, Craft, etc.

· English language fluency is a must. Mandarin and/or Cantonese highly regarded

· Significant international travel is required (40%)

Salary range: HK $90k–$110k p/m, plus bonuses and allowances

2-TIMES will not enter into any commercial undertakings with recruiters or agencies representing talent.