Senior Manager, Digital and Data Solutions

Why This Mission

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. The role defines the future capability roadmap and succession plans across Digital, Data and Solutions, while sponsoring the data transformation agenda and ensuring the organization builds the governance, tools, frameworks and skills needed to become truly data-driven . As a people leader, this individual coaches and influences a multidisciplinary team of five direct reports spanning analytics, digital activation, digital products, technology architecture, and multimedia production.

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 leadershi