This is a hands-on individual contributor / technical lead role primarily responsible for designing, building, testing and improving practical AI solutions for CRM. The incumbent is expected to write code, work directly with structured and unstructured data, develop prototypes and production-ready components, and solve technical problems independently. Data science and CRM analytics form a supporting part of the role where they contribute to AI use cases and solution evaluation. The role may provide limited guidance to junior team members, but its main focus is direct technical delivery rather than broad people or portfolio management.

• Hands-on AI Solution Development
• Design and build AI-enabled applications and prototypes for CRM use cases such as knowledge retrieval, customer insights, decision support, workflow assistance and management analytics.
• Develop solutions using machine learning, natural language processing, large language models, retrieval-augmented generation, AI agents and workflow automation where appropriate.
• Write, review and maintain production-quality Python and SQL code; build APIs, data-processing components, prompts, retrieval pipelines and evaluation scripts.
• Perform technical experiments, compare alternative approaches and convert successful prototypes into reliable, maintainable solutions.
• Troubleshoot model, data, integration, performance and reliability issues directly.
• AI Evaluation, Quality and Controls
• Design and execute tests for answer accuracy, relevance, groundedness, hallucination risk, safety, latency, cost and user experience.
• Create test datasets, evaluation cases and repeatable quality checks for AI solutions.
• Ensure model-generated outputs are separated from deterministic business rules, permissions, approvals and system actions.
• Implement practical controls such as source attribution, access checks, audit logging, human review and fail-safe handling.
• Monitor solution quality after release and refine prompts, retrieval logic, models and workflows based on evidence and user feedback.
• Supporting Data Science and CRM Analytics
• Support selected customer analysis and modeling work, such as segmentation, propensity, recommendation, forecasting, prioritization and campaign measurement, where relevant to the primary AI solutions.
• Provide data science and analytical support for CRM and marketing questions when needed.
• Prepare and validate data, engineer features and evaluate models required for assigned AI use cases.
• Use appropriate analysis and performance measurement to support solution validation and improvement.
• Collaboration and Limited Technical Leadership
• Work closely with CRM and business users to understand requirements, validate use cases and improve adoption.
• Explain technical choices, limitations, risks and results to both technical and non-technical stakeholders.
• Provide code review, technical guidance and knowledge sharing to team members where needed.
• For the Senior Manager level, provide technical direction on more complex AI work while remaining substantially hands-on.

Experience: Manager: normally 5+ years; Senior Manager: normally 7+ years in data science, machine learning, applied AI or software-oriented analytics. Evidence of direct technical contribution is more important than team size managed.

Knowledge/Certificates:

Hands-on AI Background: Demonstrated experience personally building and testing AI/ML solutions. Practical work with LLMs, RAG, AI agents, NLP, evaluation frameworks or AI workflow automation is strongly preferred.

Programming and Data: Strong Python and SQL skills are required. Ability to work independently with APIs, structured and unstructured data, notebooks, databases and version-controlled code.

Machine Learning: Solid understanding of statistics, feature engineering, model training, validation, experimentation and performance measurement. Experience with libraries such as Pandas, scikit-learn or PyTorch is preferred.

AI Engineering: Experience with prompt design, retrieval pipelines, embeddings or vector search, tool/function integration and AI solution evaluation is preferred.

CRM / Business Knowledge: Experience in CRM, marketing analytics, customer segmentation, campaign measurement, loyalty, hospitality, gaming or another customer-focused environment is preferred.

Education: Bachelor’s degree or above in Computer Science, Data Science, Statistics, Mathematics, Engineering, Information Technology or a related discipline. Equivalent practical experience may be considered.

Language Ability: Good written and spoken English and Chinese, with the ability to explain technical concepts and limitations clearly.