CRM Specialist

country: all locations: [Hong Kong] commitment: Full-time department: Operations location: Hong Kong team: Marketing/PR Responsibilities:: Own and enforce UTM naming conventions and the Tracking Launch Checklist across all channels and platforms. Monitor cross-platform and cross-domain tracking (GA4) across Hypebeast, HBX, Hypebeans, and the HYPE App; audit event tracking accuracy monthly. Build and manage lifecycle email and push notification automations: abandoned cart sequences, welcome series, win-back flows, post-purchase cross-sell, and birthday triggers. Manage newsletter and CRM communications across platforms, including audience segmentation, A/B testing, deliverability, and performance reporting. Support A/B testing of sign-up incentives and work with Product/Engineering to reduce friction in account creation and cross-platform sign-in. Track and report on user acquisition and conversion rates by platform and market; own referral programme operations. Prepare the monthly CRM data review: pull data, build the deck, run the meeting. Build cohort retention dashboards and RFM scoring; feed segments into email, push, and ad targeting. Support rollout of the VIP/loyalty programme across markets, including tier logic, rewards fulfilment, and KPI tracking. Act as the CRM team's liaison across departments; ensure tracking standards are followed for all launches, online and offline. Requirements:: 2-4 years of experience in CRM, lifecycle marketing, email marketing, or marketing operations at an e-commerce or digital driven company. Degree holders in Marketing, Business, Communications or related disciplines are preferred. Other related professional training is a plus. Hands-on experience with email/CRM platforms (e.g. Braze, Klaviyo, Salesforce Marketing Cloud, Iterable). Strong working knowledge of UTM tracking, Google Analytics (GA4), and event-based analytics. Strong written and verbal English communication. Proficiency in Cantonese and/or Mandarin is a plus. Comfortable pulling data from dashboards or SQL/BI tools; able to build a report without relying on someone else to query the data. Organised, detail-oriented, and process-driven, with a result oriented approach. Experience in fashion, streetwear, or culture-driven e-commerce is a plus. Familiarity with loyalty/rewards platforms (e.g. Yotpo, LoyaltyLion, Smile.io) is a plus. Working knowledge of HTML/CSS for email templates, A/B testing frameworks, or basic SQL is a plus.