CRM & Client Engagement Manager

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 DELVAUX 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 Japanese language skills, Business level English 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