Uni-China Group bolsters digital transformation with new head of CRM role

Uni-China Group has named Wallace Ho (pictured) as its new head of group CRM. Within her new role, Ho will report to Agnes Lung, group chief marketing and digital officer, Uni-China Group.

This role was created as Uni-China has always been passionate about elevating customers’ digital experience. Over the years, the group has been establishing an all rounded loyalty programme to engage customers. The membership base has been expanding rapidly to over 1 million across its business units.

To cope with the digital transformation strategy, the group has to recruit high calibre with strategic mindsets and diversified experience to bring in expertise and knowledge.

Within the newly created role, Ho will lead the CRM strategy of the group to build and maintain strong relationships with customers.

On top of loyalty programme management, she will be transforming the data acquisition strategy and translating customers’ digital footprint into actions and business insights. She will also be one of the key contributors to the overall digital transformation road map, applying the latest digital technologies to the business.

Her primary mission is to roll out CRM system 2.0 in Q4 this year. With the enhancement of the system, customers can enjoy more seamless and personalized experience. It would also bring substantial benefits to the group’s long term strategy.

Ho is an all-rounded marketer specialised in CRM and digital transformation. She has been in a wide range of retail businesses from FMCG to luxury. She is experienced implementing in digital transformation initiatives and marketing technologies.

Lung said: “All marketers should be customers centric in mindset. They are the foundation and the most pivotal element of all businesses. Thanks to the ever-evolving technology in martech, marketers nowadays are blessed to have various tools to excel in our customers relationship management. Here at Uni-China Group, we value every customer and we are striving our best to serve them better and better.”

Ho said she is excited to take on the role as Uni-China Group's head of CRM and she cannot wait to build strong connections and deliver exceptional experience with her team at Uni-China.

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