Published on June 20, 2016 | by ZALORA Team

This month, we catch up with ZALORA Hong Kong’s CRM Manager, Yan Lau and find out all there is to know about being a CRM Manager, the challenges she faces, the beauty of sunrises and many more. Read on to find out more about the rest of the interview!


CRM Manager ZALORA Yan Lau


Where can you experience the best sunrise in Hong Kong?

The best sunrise in Hong Kong can be experienced at Tai Mo Shan. Here’s a picture of me catching the sunrise at Tai Mo Shan!¬†When the weather is very moist, you won’t be able to see the sunrise very clearly but if you’re in lunk, you might just get the most extraordinary experience of catching the sunlight shining through a sea of clouds.


Could you share a little about your role and duties as a CRM Manager?

My duty is to encourage customer retention and customer loyalty by providing them with personalised contents via several platforms. I also work closely with the regional CRM team in the execution of regional projects.


CRM Manager ZALORA Yan Lau


What was one of the most challenging experience you’ve had as a CRM Manager at ZALORA?

I guess it will have to be how fast-paced ZALORA is. When I first joined ZALORA, I had to take over completely from executing to planning and analysing performance within three days of training. Many thanks to regional for the constant check-up and support! I wouldn’t have been able to do it without them. I think overcoming that period with the level of support has planted a seed on how I have learnt to develop myself and take ownership of this channel.


In your opinion, what has be your, or the CRM team’s biggest success to date?

Our biggest success was when we doubled up our revenue contribution.


Why did you decide to join the CRM team at ZALORA?

Going digital is definitely the way to go for the world, and at the time when I joined ZALORA, Hong Kong was still quite slow in e-commerce. I believe that ZALORA has a great opportunity to grow. It can be the pioneer of e-commerce in HK and hopefully, change the way people shop and I wanted to be a part of this growth.


If there was any other job you could try out for a week, what would it be?

I would probably like to try out paid channel marketing, since my experience is mostly based on non-paid channel. It would also be good to know more about SEM.


Your favourite thing about ZALORA is…

We never stop changing and we keep testing for improvements. This also helps to remind me to keep updating myself to be better.


CRM Manager ZALORA Yan Lau


What’s one thing you absolutely must have at work?

Teammates! I like working in a team, because that way you get more dynamic views and opinions to make things happen. However, one thing that I do wish I could have at work are my dogs – so that they can be the cheerleaders for the entire office!


Want to be part of the ZALORA family? Check out our ZALORA LinkedIn Career Page for job opportunities!