Role Summary
This position supports and partially leads the execution of customer relationship management (CRM) strategies and client engagement initiatives for a luxury retail brand. Acting as a key link between the global CRM team, regional offices, and retail stores, the role focuses on strengthening customer loyalty, improving retention, and enhancing data quality. By analyzing customer behavior and generating actionable insights, the CRM Specialist contributes to sales growth and a more personalized client experience across all channels.
Key Responsibilities
Customer Insights & Analytics
Track and analyze CRM performance indicators such as retention rates, purchase frequency, and customer segmentation
Share insights with internal teams to support client development strategies
Identify behavioral patterns to inform retention and engagement efforts
Collaborate with regional and store teams to improve the accuracy and richness of customer data
Work with data and IT teams to build dashboards and reporting tools for performance monitoring
CRM Campaigns & Client Engagement
Coordinate local CRM and clienteling campaigns in alignment with global strategies
Adapt initiatives to meet regional and store-specific needs
Partner with marketing, retail, and e-commerce teams to promote omni-channel engagement
Monitor campaign results and provide recommendations for improvement
Operational Support
Act as the main point of contact for store staff regarding CRM tools and processes
Deliver training and support for retail and clienteling teams
Ensure proper use of CRM systems and maintain high data quality standards
Collaborate with IT and global teams to resolve system issues and implement enhancements
Innovation & Strategic Contribution
Identify new opportunities to strengthen customer relationships and loyalty
Propose ideas for cross-selling, retention programs, and customer journey improvements
Stay up to date with CRM and retail technology trends and share best practices with the team
Qualifications & Skills
Bachelor’s or Master’s degree in Marketing, Business, or a related discipline
3–5 years of experience in CRM or client development, ideally within retail or luxury sectors
Strong analytical and organizational skills, with a problem-solving mindset
Ability to collaborate across departments and manage multiple stakeholders
Experience with CRM platforms such as Salesforce, Microsoft Dynamics, or similar
Proficiency in Excel and basic reporting tools; familiarity with data visualization tools is a plus
Fluent English communication skills; Japanese language proficiency is an advantage