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CRM Manager, Luxury Goods

仕事詳細

勤務地: Tokyo 23 wards, Japan
給与: Up to ¥8000000.00 per annum
職種: 正社員
専門: リテール
参照: BBBH37666_1629076565

RESPONSIBILITIES


Customer communication and contact planning

  • Define customer communication moments monthly basis, based on CRM KPIs, Marketing Calendar, Customer status & profiles, under the objective to engage clients.
  • Deliver communication contents based on customer contact strategy closely working with HQ for digital newsletter, 1 to 1 communication through App
  • Define the regional requirements for in store retail activities, events and key marketing campaigns. Act as the point of contact to deliver the customer communications calendar with central and retail teams

Campaign Project Management

  • Be the lead person within the region for central CRM to project manage key retail moment campaigns across all regional teams
  • Ensure each campaign has clear training and implementation guidelines for Sales Associates to be able to engage with their clients

Data collection / Data Analysis

  • Supervises the activities of customers' data collection, liaising with the Retail Team. Conducts training and provide training material to stores / retail teams
  • Is responsible for performing continuous data quality activities on the CRM database, in order to increase the main CRM KPIs, closely working with HQ team
  • Analyzes data and builds client communication plans and client action plans based on commercial objectives

Client Communication & Management

  • Working with the Retail Team and based on the guidelines and tools provided by the HQ, prepares and delivers client communication including: calls, newsletters, catalogues, mailers, etc. on a regular basis
  • Monitors the redemption of the activities implemented
  • Based on the client action plan and working with the Retail Team and based on the guidelines and tools provided by the HQ, prepares and organizes relevant actions to clients - gifts, in-store services, communication plans with highest standards of execution

Retail Operations

  • Take responsibility to help central and regional teams deliver training and the rollout plan the Loro Piana clientelling App
  • The role will also monitor App KPI's and ensure retail teams understand use the CRM campaigns within the App

Ideal qualities:

  • Previous experience in client development, CRM, other similar positions in industry
  • Excellent communication skill, proactive and able to conceive and drive projects forward with key team members and external parties both in Japan and in HQ both in Japanese and English
  • Experience in Retail business plus, not limited to luxury industry

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