Clienteling & CRM Manager

MAIN PURPOSE The position is expected to define, propose and continuously sustain healthy and active customer base for business sustainability and growth by achieving customer satisfaction, as well as creating bridges between customer and Chloe. Also, this position is defining the client engagement strategy in Japan with the objective to permanently grow 1:1 Client engagement, Client recruitment, loyalty, and Satisfaction.

Reporting to Retail Director and following HQ instructions and guidelines, the CRM Manager plans, organizes, directs and coordinates customer relations activities. This position also requires working closely with retail team, boutiques across Japan and HQ CRM.

Key Responsibilities

• Customer Loyalty:
• Manage and execute regular & ad-hoc customers loyalty actions (e-mail, client gifts, client events, VIP treatments) by conducting necessary tasks such as segmentation, customer data handling, contents/material preparation, vendor management, result tracking.
• Ensure activity/project coordination with other teams and departments (Boutiques, Retail, Marketing, PR, etc.) and HQ.
• Work with the global team to update the CRM APP, communicate and implement Japanese requests and improvement wishes.
• Performance Monitoring:
• Measure impact, analyze results of CRM related events and propose recommendations for the future.
• Utilize internal CRM APP to visualize CRM performance and report to relevant departments.
• New Customer Recruitment:
• Manage projects for new customer recruitment actions such as tie-up actions with external partners.
• Customer Data Insight:
• Analyze customer data to understand customer profiles and build major KPIs for CRM actions by using CRM-related IT tools, co-working with HQ CRM team.
• Privacy Policy:
• Deep understanding Richemont privacy policy and related legal requirements (Personal Information Protection Law, etc.) to act as a main contact point for personal information related topics.
• Lead implementation and revision of personal information related actions in boutiques and in back office
• Clienteling plans & tools and loyalty program:
• Leads the improvement and ensure the efficient use of the existing Clienteling tool in Japan.
• Enriches BTQ/SA’s individual contact plans by identifying the right Clients to contact for the right purpose at the right timing: SA’s client portfolio analysis & individual recommendations.
• Shares information related to Clienteling systems with BTQs through relevant internal platforms.
• Monitors and communicates results of all Clienteling activities.
• Client treatment plans & tools (Gifting and Client treatment):
• Leads the overall Client treatment strategy across departments.
• Creates customized client treatment plans (events, activities, etc.) both to recruit new clients and to support sales associates in treating existing clients.
• Strengthens each SA’s individual relationships through gifting and client treatment plans: develop specific programs to treat all Chloe Clients categories with meaningful gifts to increase client satisfaction and loyalty to the Maison.

Qualifications

• Over 2 years CRM experience in CRM/Client Engagement/Clienteling in the luxury fashion industry.
• Experience facing and interacting with clients
• Analytical skills with creative thinking and business acumen.
• Native level English language skills, Business level Japanese language skills
• Good computer literacy in Microsoft Office

ATTRIBUTES

• Business acumen
• Energy, motivate all staff
• Toughness
• Proactive &Self driven
• Strategic thinking
• Strong persuasion skills to move projects forward
• Great sensitivity to clients’ needs & aspirations
• Capacity to manage several projects simultaneously
• Result-oriented