CRM Manager/ラグジュアリー化粧品ブランド

2日前

Tokyo en world Japan K.K.

<ポジションサマリー>

  • 消費者データ分析に基づくCRM戦略立案、顧客獲得とロイヤルティ向上施策推進、顧客サービス改善、CRMチーム管理を担う
  • HQや関連部署と連携し、LTV最大化に向けたデータドリブン施策を牽引する

【給与】
万円 (スキル・経験により決定)

【企業の特徴】

外資系ラグジュアリー化粧品ブランド

【仕事内容】

■MISSION STATEMENT

  • Responsible for consumer data capture in order to fuel the customer recruitment strategy of the Brand
  • Responsible for CRM strategy, focusing on the growth of the customer base and building customer loyalty across business channels
  • Contribute to GM Brand business strategy by analyzing Consumer insights and CRM data (customer data X product sales data)
  • Manage the CRM and CS team

■Main Responsibilities

Consumer Insights Data

  • Closely work with agencies/retailers (especially e-retail partners) in order to identify consumer insights and new business opportunities
  • Contribute to the Brand short and long term customer recruitment strategy by:
  • fueling and supporting the Marketing Team to identify the right target customer (launch
  • prioritization and planning, paid media planning, event planning)
  • issuing consumer trends' reports to HQ teams in order to influence innovation pipeline

CRM program management

  • In charge of CRM Strategy: New customer acquisition and retention strategy in Japan in line with central CRM guidelines whilst making sure to take into account local strategy with the objective of increasing the Brand customer LTV
  • Forecast and budget resources and expenses required for running the CRM program and properly allocate between the different channels, and evaluate each of their productivities
  • Current program details: Loyalty Point Program, Reward according to Customer Tiers in plan, C2/C3 customer (New customer return), TOP 500 VIP Gifts, DM/e-DM, LINE Connect

Customer Service Monitoring

  • Monitor with Sales and Marketing teams the correspondence at Customer Services to understand source of customer complaints and requests related to CRM
  • Propose effective plans and strategy to improve customer retention and contribute to the business growth

CRM Analysis

  • Provide periodical reports on the customer base and customer profile as well as in product /business perspective
  • Run ad hoc customer database studies and reports to analyze and treat business objectives.
  • Study customer management per store, per region or retailer to access KPIs and work with the retail teams to suggest or provide solutions in accordance to the requests
  • Review and report on CRM and marketing actions and plans to reflect to future planning

【応募資格】

  • CRM 業務経験 5年以上
  • データ分析スキル
  • 日本語ネイティブレベル & 英語ビジネスレベル

【Job Reference ID】:
JO

【英語力】:
ビジネスレベル

【日本語力】:
Fluent – Native level (Equivalent to JLPT N1)

【待遇・福利厚生】:
リモートワーク制度(ハイブリッド勤務) 社会保険完備

【休日休暇】:
完全週休二日制(土曜、日曜、祝日)、年末年始休暇、年次有給休暇

【選考プロセス】 :
書類選考、面接数回を予定

雇用形態 :
正社員

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