CRM & Client Engagement Senior Manager, Japan

Reference

MHS

Sector

CRM

Salary

Competitive

Town/City

Tokyo

Contract Type

Full time

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Christian Bassett is recruiting a CRM & Client Engagement Senior Manager, Japan for a European luxury fashion company.
 
• This position is based in the Japan office, directly reporting to People and Clients Director. 
• The role is responsible for driving and implementing Client Engagement activities across Japan, supporting a customer-centric culture with a focus on the retail network. 
• Leading the local teams in designing and executing Client Engagement initiatives.
• In addition, establishing a strong collaboration and partnership between HQs and local
 
MISSION
 
CLIENTELING
• Drive the implementation and execution of corporate clienteling programs and practices across the region, to recruit new customers and increase loyalty among existing ones
• Manage and coordinate the deployment of all process, tools, and training to align with the corporate standard
• Provide support and guidance to the retail teams in all Clienteling activities, and ensure appropriate focus on strategic clients (e.g., Locals, VICs) to reach business goals
• Share, encourage, and follow-up on Best Practices within stores across the Asia Pacific, with a specific focus on flagship and clienteling driven stores
 
VIC ENGAGEMENT
• Contribute to the design/planning and lead the regional execution of VIC Initiatives (e.g. Fashion Shows, dinners) conducted centrally and locally, and evaluate the effectiveness of all strategic and tactical activities
• Work collaboratively with local General Managers and Store Management teams, to ensure objectives are set, measured, and achieved to drive the growth of our top clients’ business in the region
 
CRM
• Strategically build and analyze CRM datasets to draw insights to develop fitting solutions in driving overall business results
• Implement strategies and targeted actions that increase customer base, drive sales and CRM KPIs
• Ensure accurate data collection and data quality
• Oversee CRM team and systems (upgrading, data cleansing, integration, etc.)
• Monitor and improve Customer Engagement KPIS (new customers, retention, frequency, etc.) to support HQ, and regional teams in driving action plans
• Supervise, train and coach the local teams to provide consistent and elevated service to internal customers with reporting and KPI analysis
• Support and enhance a Company Customer-centric culture at the regional level
 
Only shortlisted candidates will be notified.