Guerlain (Japan)
is looking for a
CRM Manager
in Tokyo. This position will be reporting to Digital Director and with two direct reports: CRM Clienteling Specialist & Data Analyst.

MISSION STATEMENT
The CRM Manager is responsible for defining and executing the Maison's CRM strategy to expand the customer base and drive long-term customer value, loyalty, and brand desirability. This is achieved through a balanced approach of data-driven one-to-many CRM activations and high-touch one-to-one Clienteling strategies. Leveraging customer data and insights, the CRM Manager delivers personalized, omnichannel experiences, supports both robust retail and growing digital business objectives, and enhances personalization to elevate the overall client experience that reflect Guerlain's heritage and savoir-faire within a luxury beauty environment.

Job Responsibilities
MAIN RESPONSIBILITIES

• CRM Strategy & Management
• Develop and implement a CRM strategy aligned with Guerlain's heritage, brand positioning, and long-term client equity
• Oversee the customer lifecycle across acquisition, retention, reactivation, and top-tier (VIC) development with omni-channel touch point approach.
• Design and maintain refined customer segmentation frameworks based on engagement, value, and behavioral insights
• Clienteling & One-to-One Engagement
• Define and implement clienteling approach, enabling Beauty Advisors to deliver refined, personalized one-to-one interactions
• Translate customer insights into actionable clienteling guidelines, including tailored client prioritization, communication touchpoints, and follow-ups
• Monitor clienteling performance metrics, including tiered customer engagement, VIC retention, and active client participation
• Foster emotional connections and elevate the client experience through high-touch, luxury interactions that reflect Guerlain's heritage
• One-to-Many Activation communication
• Develop and maintain a balanced framework between one-to-many CRM activations and one-to-one interactions
• Define and craft a refined client contact and communication strategy across multiple touchpoints, including but not limited to LINE, EDM, and DM, with cadence and guidelines that respect luxury brand standards
• Loyalty Program & VIC EVENT Management
• Develop and evolve loyalty programs to strengthen long-term client engagement and membership value, while enabling relevant cross-category opportunities.
• Collaborate with retail team &VM team to deliver tailored, emotionally resonant experiences for VIC clients (GAISHO/VIC EVENT/etc)
• Tracking loyalty program performance and provide actionable insights to continuously refine loyalty program
• Data Analytics & Insights
• Own CRM and clienteling performance analysis across retail and digital touchpoints
• Analyze key KPIs across business dimensions, including retention, frequency, client profile, purchase journey, and cross-selling, to provide actionable insights that guide CRM strategy, clienteling prioritization, and commercial decision-making
• Deliver regular dashboards and reports that support strategic initiatives while enabling elevated and emotionally resonant client experiences
• Campaign Measurement & Optimization
• Define success metrics and frameworks for both one-to-many CRM campaigns and one-to-one clienteling activities
• Conduct post-campaign analysis to identify opportunities for refinement in segmentation, messaging, and journey design
• Ensure campaigns and clienteling actions consistently enhance the Maison's prestige and emotional resonance with clients
• Cross-Functional Collaboration
• Work closely with Retail TEAM, Marketing TEAM, Digital TEAM, VM TEAM, Logistic and IT teams in a matrix organization
• With closely communication with HQ team to align local execution with global Guerlain / LVMH CRM frameworks, maintaining consistency with the Maison's identity
• CRM Operations & Governance
• CRM budget planning and resource allocation in alignment with brand priorities and strategic initiatives
• CRM related product forecasting and stock management
• Oversee CRM-related systems and tools, ensuring effective usage, data quality, and continuous improvement
• CRM internal team management

Profile
REQUIRED QUALIFICATIONS 8+ years of experience in CRM, clienteling, or customer engagement within luxury beauty, fashion, or premium retail Proven ability to translate customer insights into both strategic CRM activations and clienteling initiatives Strong understanding of luxury consumer behavior, emotional engagement, and boutique dynamics Experience working with local cross-functional (Retail team especially) & HQ teams is highly preferred Technical & Analytical Skills/Knowledge CRM platforms (Salesforce, Adobe Campaign, etc) Clienteling and POS-integrated CRM systems Proficiency in Excel and PowerPoint Experience with BI tools (Power BI, Tableau) is a plus Knowledge of segmentation, lifecycle analytics, and data-driven Soft Skills & Mindset Strong ability to convert data insights into emotionally resonant client engagement strategies Collaborative and persuasive communication across retail, marketing, and cross-functional teams Strategic thinker with a client-first mindset, balancing long-term brand value and high-touch personalization Languages Native Japanese Business level of English speaking & writing

Additional Information
Since 1828, Guerlain has always been about revealing wonders – through the crafting of exceptional, audacious fragrances and beauty products.

We run a transformation at a fast pace and are onboarded on the accelerating elevation journey that will lead us to the clear destination of being the most iconic high perfumery and high cosmetic house in image and products, above the competition, the most exclusive one.