Digital Solution BA/PM

Core Responsibilities

• Facilitate discovery workshops across Retail, Marketing, CRM, and Client Care teams to map out end-to-end client journeys (in-boutique clienteling, appointment bookings, VIC services).

• Identify experience gaps and drop-off points within existing WhatsApp and WeChat engagement flows.

• Shape the cross-border Chinese Travelling Client journey, tailoring engagement flows via WeChat/WeCom for tourists visiting Hong Kong & Macau.

• Elicit, validate, and structure complex requirements across multi-category divisions (Fashion, Watches & Fine Jewellery, Fragrance & Beauty).

• Author comprehensive Functional Specification Documents (FSDs), user stories, detailed data-mapping matrices, wireframe annotations, and process workflows.

• Lead vendor evaluation and RFP processes end-to-end (e.g., selection of WhatsApp BSPs and WeChat System Integrators).

• Partner with Solution Architects to validate that proposed digital designs are technically sound and integrate seamlessly with the enterprise ecosystem.

• Document data flows and API-based integration touchpoints while ensuring compliance with regional security and data privacy regulations.

• Own day-to-end project coordination-tracking development sprints, milestones, timelines, resource allocation, and budget variations.

• Proactively manage project dependencies, mitigate delivery blockers, and lead cross-functional alignment sessions between local and regional digital units.

• Design and execute SIT/UAT test scenarios, managing defect triage and regression testing to ensure high-quality software releases.

• Build comprehensive change management frameworks, user guides, training materials, and FAQs to empower boutique frontline staff and back-office teams.

• Provide post-launch hypercare support and monitor platform adoption metrics to translate field feedback into continuous optimization requirements.

Key Requirements

• Experience: 5+ years of robust experience as a Business Analyst / Project Manager, ideally within Luxury Retail, Premium Hospitality, or a Tier-1 Tech Consultancy.

• Ecosystem Mastery: Deep functional understanding of the HK/Macau digital landscape, specifically WhatsApp Business API, WeChat/WeCom Mini-Programs, and modern CRM/Clienteling tools.

• Technical Literacy: Comfortable discussing API integrations, cloud architecture, and data pipelines with technical squads and external system integrators.

• Stakeholder Management: Exceptional interpersonal and storytelling skills to confidently align matrixed regional teams, brand directors, and retail operations leads.

• Language Skills: Professional fluency in English and Cantonese is mandatory; Mandarin is highly preferred for managing cross-border client initiatives.