CRM Manager - ラグジュアリーアパレルブランド

勤務地 東京都
雇用形態 正社員
給与 Base700〜900万円+ボーナス
専門 消費財・日用品・サービス・小売・広告,
職種 デジタル / EC / CRM,
お問合せ Tomohiro Suzuki
JOB ID JO-2301-477696
about Tomohiro Suzuki

・Applicants must have permission to work in Japan
・Applicants must be able to speak fluent ~ native level Japanese (Equivalent to JLPT N1)

☑外資系企業 ☑英語力が必要 ☑リモートワーク可能 ☑フレックス勤務 ☑ハイブリッド(出社×リモートワーク)

CRM Manager


Job Summary:
Define and lead the brand's CRM Strategy in Japan market, to develop strong customer funnel improving CRM KPIs, closely working with HQ. Implement CRM activations, engage and recruit prospects and new clients, and to strengthen customer funnel both in size and quality, and engage customers with thorough understanding of customer insights and strong analytical skill. This includes strategic management of client file with constant analysis of CRM KPIs to develop strong customer funnel to contribute to top line sales.

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

Prospect & Customer Recruitment

  • Engage and recruit high potential prospects by capturing contact info during campaign, events, popin/popups
  • Manage and retain prospects with retail team and ensure growth of new clients
  • Collaborate with 3rd party to target and recruit potential local and inbound clients

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
  • Collaborates with the IT Function in order to guarantee a proper CRM System operation
  • Analyzes data and builds client communication plans and client action plans based on commercial objectives

Client Communication

  • 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

Client Management

  • 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 Clienteling App
  • The role will also monitor App KPI's and ensure retail teams understand use the CRM campaigns within the App


  • Budget control
  • Develops partnership opportunities for recruitment of potential clients
  • Conducts benchmarking of competitors' Clienteling activities in Japan
  • Is responsible for providing all Central and Local Functions involved with standard and ad hoc CRM reports with relevant information to support the business
  • Proactively supports the HQ CRM and Marketing & Communication Functions in ad hoc activities and/or projects
  • Ensures all the activities done versus the clients are fully compliant with privacy legislations


  • Able to balance a clear strategic vision with a flexible and adaptive problem-solving attitude. With strong analytical skills to lead strategy development, as well as capability to understand customer insights
  • 5 years+ experience in client development, CRM, other similar positions in industry
  • Highly Analytical, confident in managing databases / figures to conduct data analysis
  • Consumer focused, with good insight understanding skill to lead customer journey
  • 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
  • Excellent inter-personal skill / Result-oriented / Creative Mindset /Team Player / highly flexible to adopt to rapidly moving market
  • Experience on digital CRM plus
  • Experience in Retail business plus, not limited to luxury industry



(Base12分割+Target Bonus10%)




Reference: JO-2301-477696
Seniority Level: Mid-Senior level
Job Function: Marketing, Other