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Sr. Analyst, CRM CoE

Employer
Tapestry
Location
Shanghai, China
Closing date
8 May 2024

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Function
Technology
Level
Senior Manager

Job Details

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what's possible.

At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands - Coach, Kate Spade New York, Stuart Weitzman - was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We're always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Key Responsibilities:
  • Acting as Sr. System Analyst for Customer Engagement System (CRM/WeChat/LINE/Clienteling/Loyalty Program) in Asia regions (Great China, Singapore, Malaysia, Korea) cross brands
  • Ongoing support for the incidents/errors and call out handling from stakeholder.
  • Analyze database and programs and support diagnosis and root cause identifications of Issues with counter parts and venders across globally.
  • Be the front line of IT department for business users in terms of store/customer engagement related activities such as project, change request, issue resolution.
  • Provide oversight on testing including review the test result to keep quality of retail/customer engagement systems.
  • Lead and/or participate and cooperate in projects impacting CRM related applications.
  • Support on prioritization of requests.
  • Construct deployment plan for all stores and provide smooth handover post go-live to support team as a part of project deliverables.
  • Manage vendor performance and relationship by providing quantitative figures and qualitive results.
  • Attend meetings and build strong relationship with Asia, US, Europe counterparts.


Education/Qualifications:
  • Knowledge and experience of programming in SQL, API, Java script, SCC, HTML, Web Application, iOS application
  • Knowledge and experience of system integration and data flow diagram with multiple systems
  • Knowledge of Customer Engagement System (CRM, CDP, Wechat, Line, SFMC etc.) functions / systems with regional exposure
  • Ability to understand issues and system errors from a technical standpoint.
  • Retail Industry / Lifestyle brand working experience.
  • Experience in partnering with business users, IT and vendors to design and implement system across regions.
  • Regional Project/Vender management experience with understanding/experience on Agile methodology and DevOps concept & its processes.
  • Strong communication and documentation skills both in English and Chinese.
  • Knowledge of IT project management; such as Fit/Gap analysis, design review and software testing review; experienced with tool like: Jira ; Confluence



Our Competencies for All Employees
  • Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
  • Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
  • Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  • Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers
  • Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
  • Building Effective Teams: Blends people into teams when needed; creates strong morale
    and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.


Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

Americans with Disabilities Act (ADA)
Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or employeerelations@tapestry.com

Visit Tapestry, Inc. at http://www.tapestry.com/

Work Setup

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