CRM & Clienteling Manager

勤務地 東京都
業界・業種 マーケティング, 営業
契約タイプ Permanent
給料 Negotiable
参照番号 53042

 

CRM & Clienteling Manager

Functional Title: CRM & Clienteling Manager
Department: Marketing
Location: Tokyo, Japan
Reports to: Marketing Director
Legal Entity: Japan subsidiary of luxury brand
Internal Direct Reports: 4 managers (no individual contributors)
External Direct Reports: 0
Project Employees: 0
Profit & Loss Responsibility: No
Geographical Scope: Japan

Position Overview

The CRM & Clienteling Manager is responsible for developing and executing CRM and clienteling strategies to optimize the customer experience and drive business performance in Japan. The role involves managing CRM programs across all channels, analyzing customer data, implementing targeted marketing campaigns, and leading loyalty programs. The position requires a hands-on approach, including adapting global frameworks to the local market.

Main Goals

General Goal:
Understand the customer journey within the brand ecosystem and share insights to support business objectives in Japan.

Business Mission:

  • Develop and execute the CRM and clienteling strategy for the Japanese market.

  • Manage and analyze customer data to drive commercial actions and marketing campaigns.

  • Promote a CRM-oriented mindset across the organization.

Hands-on Role:

  • Adapt global CRM initiatives for local activations.

  • Lead data-driven projects and customer-centric programs to enhance the customer experience.

Key Responsibilities

1. CRM Understanding – Data Analysis & Communication

  • Analyze customer behaviors, preferences, and trends across all channels.

  • Communicate insights to internal and HQ teams and propose actionable initiatives.

  • Monitor and evaluate CRM KPIs.

2. CRM Strategy – Development

  • Create omnichannel CRM strategies for retail and digital channels.

  • Optimize customer experiences and define customer segmentation strategies.

  • Align global RFM strategies for Japanese customers.

  • Ensure compliance with Japanese data privacy regulations.

3. CRM Strategy – Implementation & Management

  • Collaborate with local teams (Commercial, Marketing, E-Commerce, Digital/IT, Sales Operations) and HQ to implement initiatives.

  • Train frontline sales staff to adopt a CRM mindset.

  • Execute local CRM campaigns and support HQ-driven campaigns.

  • Monitor CRM KPIs and translate results into actionable business steps.

4. Contact Center (CRS) Management

  • Set up and manage a customer contact center in Japan.

  • Train the CRS team on Salesforce and data capture.

  • Coordinate with internal teams on campaigns, events, and launches.

  • Develop outbound campaigns and monitor CRS performance (SLA, sales, engagement).

Expected Deliverables in Year 1:

  • Complete tasks 1–3 and initiate task 4, with ongoing CRS management.

Required Skills & Qualifications

Must-Have:

  • Strong understanding of customer journeys (offline and online).

  • Expertise in digital CRM tools, especially Salesforce (Sales Cloud, Service Cloud).

  • Experience in clienteling and boutique collaboration.

  • Knowledge of marketing technology ecosystem.

  • Experience in segmentation, targeting, campaign execution, and data analysis.

  • Ability to translate data into actionable insights.

  • Fluent in Japanese and English.

  • Strong analytical and collaboration skills.

  • Ability to work hands-on in a high-performance environment.

  • Willingness to travel occasionally.

Nice-to-Have:

  • Innovative thinking and creative problem-solving for CRM strategies.

  • Additional CRM skills developed on the job.

  • Fluency in other languages (e.g., French, German).

Work Experience:

  • Minimum 5 years in CRM or CRM-related roles.

Education:

  • Bachelor’s degree or higher.

Desired Personal Attributes

  • Entrepreneurial mindset and results-driven.

  • Innovative and proactive.

  • Ethical, inclusive, and inspired by heritage and craftsmanship