Senior Manager, Digital and Data Solutions

The Senior Manager, Digital and Data Solutions is a senior leadership role within the HKMO Technology & Digital Solutions team, overarching both Digital Solutions activities and Data functions.

This role serves as the strategic bridge between the three HKMO business divisions and the digital & data capabilities that power client intelligence, activation, and omnichannel experiences.

The Senior Manager is accountable for shaping, owning and evolving the HKMO Digital & Data operating model, ensuring the right balance between local market capabilities, regional services, and regional/global platforms.

Impact You Can Create In The Role:

• Strategic Leadership & Business Partnership
• Act as the key contact point for the General Managers of the three business divisions on all matters related to end-to-end digital and data strategy.
• Translate business ambitions into a coherent digital and data roadmap, ensuring alignment across divisions and with regional / global directives.
• Present strategic recommendations, performance insights, and transformation progress to senior stakeholders and HKMO ELC.
• Identify and prioritize digital and data opportunities that drive client engagement, operational efficiency, revenue growth, and ultimate client experience.

• Operating Model, Governance & Value Realisation
• Own the development and evolution of the HKMO Digital & Data operating model, ensuring the right balance between local market capabilities, regional services, and regional/global platforms.
• Define future capability roadmaps and succession plans across Digital, Data and Solutions functions to support sustainable business growth.
• Govern the Digital & Data portfolio, ensuring investment decisions are prioritized based on business value, strategic alignment and measurable outcomes.
• Partner with Finance and business stakeholders to define business cases, monitor delivery progress and track value realisation.

• Data Strategy & Transformation
• Sponsor the Data Transformation program for HKMO, defining the vision, framework, governance, and success metrics.
• Partner with and support the Data Analytics Manager to deliver actionable data intelligence and analytics services to all three business divisions and One House perspectives.
• Champion the overall skill-up of the organization in data literacy, fostering a culture where data-informed decision-making is embedded at every level.
• Ensure robust data governance, quality standards, and compliance with local data privacy regulations.

• Data Governance & Trusted Data Enablement
• Drive data governance maturity, stewardship adoption and trusted data frameworks to support a One-House view of clients, products and business performance.
• Sponsor initiatives that improve data quality, accessibility and self-service analytics, enabling faster and more confident business decision-making.

• Digital Activation & Client Engagement
• Oversee the Digital Activation Manager’s activities around Salesforce Marketing Cloud (SFMC), ensuring seamless integration from client data capture through to analytics and client activation.
• Ensure the digital activation strategy connects the dots across CRM, marketing automation, and personalized client journeys.
• Drive continuous improvement of activation use cases, segmentation models, and campaign performance measurement.

• Digital Products & Channel Development
• Guide the Digital Solutions Manager in the development and management of digital products, with a strong focus on the expansion of new messaging channels, notably WhatsApp and WeChat experiences.
• Establish product management disciplines across Digital Solutions, including product vision, lifecycle management, user adoption and value measurement.
• Ensure a consistent omnichannel experience across retail, CRM, clienteling and digital touchpoints, fully matching the needs and expectations of Hong Kong and Macau clients and retail frontline teams.
• Oversee product backlog prioritization, release planning and iterative delivery in collaboration with internal and external partners.

• Technology & Architecture
• Leverage the Digital Technology & Architecture Manager as the technical arm of the team, bridging business solution analysis and team requirements with technical solutioning.
• Facilitate collaboration between the local technology function and the Regional Digital Solutions team to ensure architectural consistency, scalability, and best-practice adoption.
• Evaluate emerging technologies and platforms, recommending adoption where they deliver measurable business value.

• AI, Automation & Emerging Technologies
• Identify, evaluate and sponsor AI, automation and emerging technology opportunities that enhance client experience, employee productivity and business decision-making.
• Promote responsible adoption of AI solutions aligned with Chanel governance, Responsible AI and architecture principles.

• Multimedia, Digital Assets & Retail Support
• Oversee the Multimedia Streaming & Production Manager in the management of Digital Assets Management (DAM) and multimedia production workflows.
• Ensure digital assets and streaming capabilities effectively support boutique and retail staff in their daily operations and client interactions.
• Drive innovation in how digital content is produced, managed, and distributed across retail touchpoints.

• Regional / Global Influence & Strategic Partnerships
• Represent HKMO in regional and global Digital & Data communities, influencing future platform evolution, capability roadmaps and best-practice adoption.
• Act as the HKMO sponsor for adoption of regional and global Digital, Data and Client Activation initiatives.
• Manage strategic technology and agency partnerships, ensuring delivery quality, innovation and cost effectiveness.
• Drive vendor performance management and long-term capability development to strengthen execution excellence and external partner value.

You are Energised by

• Successful delivery of the HKMO digital and data strategy roadmap milestones
• Data transformation program adoption and organizational data literacy improvement
• Adoption and satisfaction metrics for new digital channels (WhatsApp, WeChat)
• Team engagement, retention, and development progress
• Stakeholder satisfaction across the three business divisions

What You Will Bring

• Minimum 10 years of progressive experience in digital solutions, data analytics, or digital transformation roles, with at least 4-5 years in a people management capacity leading multidisciplinary teams.
• Proven track record of defining and executing digital and data strategies in a retail, luxury, or consumer-facing environment (preferred).
• Hands-on experience with CRM and marketing automation platforms (Salesforce Marketing Cloud strongly preferred).
• Experience driving messaging channel strategies (WhatsApp Business API, WeChat Official Accounts / Mini Programs) is a strong advantage.
• Familiarity with data governance frameworks, analytics platforms, and digital asset management systems.
• Experience collaborating with regional or global matrix organizations.

Other Skills & Competencies:

• Strategic Thinking: Ability to see the big picture, connect business objectives to digital and data initiatives, and articulate a compelling vision.
• Stakeholder Management: Excellent executive communication skills; ability to influence and advise General Managers and senior leadership.
• People Leadership: Proven ability to coach, develop, and motivate teams across diverse functional areas; strong situational leadership.
• Data Acumen: Strong understanding of data analytics, data-driven decision-making, and how to foster data literacy across an organization.
• Digital Product Mindset: Comfortable with agile delivery, product thinking, and user-centric design principles.
• Technical Fluency: Ability to engage credibly in technology and architecture discussions without necessarily being a developer; can bridge business and technology conversations.
• Change Management: Experience sponsoring transformation programs and driving organizational change.
• Communication: Fluent in English; proficiency in Cantonese and/or Mandarin is highly desirable given the HKMO context.