CRM & Loyalty Manager

What's

The Role

This is an opportunity for an experienced CRM leader with a passion for loyalty, partnerships and marketing communications. You will collaborate with internal and external stakeholders to drive performance by enhancing the customer journey, growing loyalty through our digital platforms, and creating value with third-party partners.

This role supports Shell’s Powering Progress strategy and our ambition to transition to a net-zero emissions business.

What You'll Be Doing

• Monitor market trends, competitor activity and customer data to shape the CRM & Loyalty strategy, annual calendar and budget—aligned to business objectives and integrated across Fuels, EV and Convenience Retail teams
• Lead and coach the CRM Specialist and Data Analyst to deep-dive into behaviours of Shell GO+ and Shell Recharge members, as well as B2B customers; manage customer lifecycles and translate insights into actions to improve promotional effectiveness
• Develop CRM and loyalty initiatives to deliver business value and achieve KPIs including (but not limited to) acquisition, retention, opt-in, redemption rate, transaction value and cross-sell
• Design and deliver end-to-end digital promotions—from business case and agency briefing through content development, customer communications and post-investment review
• Partner with the Mar
• Comm team to develop segment-based communication strategies across channels including MMS, in-app messaging, eDM and social media
• Identify and maximise partnership value with malls, banks and other third parties to develop exclusive loyalty offers for members
• Enhance the on-site payment journey by managing relationships with payment partners and working with IT Operations to ensure business continuity; raise change requests as needed
• Work closely with the Digital Operation Advisor, IT team and Customer Service team to continuously improve the end-to-end customer journey (online and offline)
• Support procurement and contracting by coordinating with Legal and Procurement teams

What You Bring

• Bachelor’s degree in Business, Marketing or a related discipline
• Minimum 6 years of experience in CRM, partnerships and/or loyalty; marketing communications experience is a plus
• Strong numerical and analytical capability, with a proactive mindset and confident presentation skills; able to turn opportunities into deliverable services or products in ambiguous environments
• Hands-on team player with strong stakeholder management and effective communication at all levels
• Excellent spoken and written English and Cantonese;
• Mandarin is an advantage
• Proficient in MS Word, Excel and PowerPoint

What We Offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

Progress as a person as we work on the energy transition together.

Continuously grow the transferable skills you need to get ahead.

Work at the forefront of technology, trends, and practices.

Collaborate with experienced colleagues with unique expertise.

Achieve your balance in a values-led culture that encourages you to be the best version of yourself.

Benefit from flexible working hours, and the possibility of remote/mobile working.

Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world.

Take advantage of paid parental leave, including for non-birthing parents.

Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.

Grow as you progress through diverse career opportunities in national andinternational teams.

Gain access to a wide range of training and development programmes.

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here. Shell in Hong KongAs one of the world’s leading energy companies, Shell has been active in Hong Kong for 110 years.

Our business activities in Hong Kong and Macau include Retail Filling and Service Stations, EV Charging Stations, LPG, Commercial Fuel, Lubricants, Bitumen, Aviation, Marine and Chemicals.

Throughout the century, Shell has been at the forefront of the drive to support Hong Kong and Macau to meet its growing energy needs.

Our core values of honesty, integrity and respect for people form the basis of the Shell General Business Principles.