CRM Manager

Job Title: CRM Manager
Contract Type: Permanent
Location: Japan
Salary: 8000000 - 11000000
Reference: 9931
Contact Name: Cameron Fraser
Job Published: March 19, 2018 09:00

Job Description

This is an exciting opportunity to lead the CRM and customer experience efforts in a leading European retail company. You will be joining a fast-paced environment and managing a motivated team to optimise customer experience and loyalty. For your efforts you will be rewarded with a generous compensation package and excellent career growth opportunities.

This role is responsible for:
  • ​​​​​​Developing monitoring and tracking tools to gauge customer feedback and communicate solutions for improvement to retail, e-commerce, marketing, and other teams
  • Conducting a company-wide analysis to identify and understand all customer touch points, demographics, purchase patterns and preferences, using CEM tools
  • Leveraging customer insights and collaborating closely with different departments to define the Customer Experience strategy for the company
  • Understanding key client clusters and developing a holistic view of the client starting from the prospect to a loyal client status
  • Developing client strategies on all retail touch points (own stores and e-commerce) in order to increase visits, purchase frequency and average ticket
  • Ensuring maximum use of personalisation to deliver relevant messages across all touch points
  • Defining and driving set of marketing deliverables (toolkits, guidance, best practices) to help business and markets deliver an optimal consumer experience
  • Fostering an internal community for sharing best practices on personalised content, consumer experience mapping and consumer service
  • Enriching the database with social network activities to identify our brand ambassadors
  • Developing materials and workshops to train different departments, including our Store Managers, Retail Operations, Customer Service, etc
  • Running customised customer data analyses for top management, ensure monitoring of CEM KPIs as well as ensure maintenance and further development of monthly reports for each channel
  • Motivating and managing team of subordinates to reach their full potential
Necessary skills:
  • Native-level Japanese / at least business-level English
  • 3+ years experience building and managing CRM / user-experience strategies
  • Confident in implementing multi-channel personalised customer experience campaigns
  • Understanding of user interaction at digital touch points, and how these can be utilised to maximise consumer value
  • Result-focused mindset, proactive and energetic
  • Passion for creating positive consumer experience
  • Strong communication skills (verbal and written)
  • Attention-to-detail and able to multi-task