Fractional Head of CRM in Hong Kong
Senior CRM leadership a few days a week or a month, for consumer brands that need someone to own the strategy but are not ready for a full-time hire.
In short
A fractional Head of CRM gives you one senior person who owns CRM strategy, execution and reporting, on a monthly engagement. You get the thinking of a full-time lead without the full-time cost or a recruitment cycle.
I have done the full-time version of this job for 16 years, at Pegasus Airlines, Samsung Electronics, BKM Express, Teknosa and AgeSA.
What I take on
Customer understanding
Data review, segmentation and value analysis, so decisions start from who your customers are.
Strategy and KPIs
A CRM strategy, roadmap and targets agreed with your leadership.
Lifecycle flows
The flows that matter most designed and built, from welcome to win-back.
Campaign direction
A campaign calendar, with your team or agency directed to deliver it.
Measurement
The incremental revenue of each campaign and action, plus retention and repeat rate, with control groups.
Leadership reporting
Commercial insight and next steps reported each quarter.
When it fits, and when it does not
It fits when CRM matters to your growth but the work does not fill a senior person's week, or when the role is not yet defined well enough to hire for.
It does not fit once you need roughly three or more days a week of senior attention on an ongoing basis. At that point a full-time hire is the more efficient choice. I explain the numbers in Fractional Head of CRM vs. full-time hire.
How to start
Most clients begin with a Retention Diagnostic of two to three weeks. It shows where revenue is leaking and what the monthly work should focus on, before either of us commits to more.
Questions about fractional CRM leadership
What does a fractional Head of CRM do?
The same job as a full-time Head of CRM, in fewer days: sets the CRM strategy and KPIs, designs the lifecycle flows, directs your team or agency, and reports results to leadership.
How much time is involved?
A few days a week or a month, agreed up front. If the need grows beyond roughly three days a week, a full-time hire usually makes more sense, and I will tell you so.
What does it cost?
It depends on your company and what it needs. After a first call and a review of your current setup, I propose a scope and a price for it. Most clients begin with a fixed project first.
Do you work on site?
On site in Hong Kong and Shenzhen, hybrid across the rest of APAC, and remote for clients elsewhere.
Not sure whether you need a hire or a few days a month?
In 20 minutes I will tell you honestly which one I think you need.
Book a 20-minute call