Senior Manager – Customer Success (Design & PLM Solutions)
On-site · Hong Kong, Hong Kong
Job Summary
Senior Manager – Customer Success to drive adoption and value realization of AI Design and PLM solutions across Li & Fung’s business units. Own end-to-end adoption, define success metrics (adoption, engagement, process efficiency, business impact), and act as a trusted advisor to stakeholders. Lead Design & PLM solution management, identify needs, translate into scalable enhancements, and ensure alignment with end-to-end merchandising and product lifecycle processes. Oversee implementation initiatives, UAT, training, go-live readiness, and vendor management with external partners. Drive continuous improvement in processes and user experience, promoting standardization and best practices across regions. Requires 5+ years of experience in Customer Success, PLM, Digital Product Development, or related roles; strong communication; experience with external vendors or system integrators; and familiarity with change management initiatives. This role sits in Li & Fung’s IT department and focuses on adoption, value realization, and business impact from AI Design and PLM solutions, with mention of benefits and culture throughout the posting.
Required Qualifications
- Minimum of 5 years of experience in Customer Success, PLM, Digital Product Development, or related roles
- Experience in fashion/apparel industry is a strong advantage, with familiarity in design, merchandising, and product lifecycle processes
- Proven ability to manage and influence stakeholders across business and IT functions
- Experience working with external vendors or system integrators
- Experience in implementation, transformation, or change management initiatives is advantageous
Desired Qualifications
- Minimum of 5 years of experience in Customer Success, PLM, Digital Product Development, or related roles
- Experience in fashion/apparel industry is a strong advantage, with familiarity in design, merchandising, and product lifecycle processes
- Proven ability to manage and influence stakeholders across business and IT functions
- Experience working with external vendors or system integrators
- Experience in implementation, transformation, or change management initiatives is advantageous
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