Position
The CRM Manager/Specialist will play a pivotal role in enhancing customer engagement, driving loyalty, and optimizing marketing strategies to achieve business growth. This role requires a deep understanding of luxury customer behaviors and the ability to leverage data-driven insights to create personalized experiences. Define and lead Loro Piana 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.
Job Responsibilities
Strategy Development - Collaborate with cross-functional teams to design and implement CRM strategies that align with the overall business objectives of the luxury division Data-Driven Insights - Utilize advanced analytics and customer data to identify trends, segment audiences, and develop targeted marketing campaigns that maximize customer lifetime value. Personalization - Lead efforts to personalize customer interactions across all touchpoints, ensuring a seamless and luxury-compliant experience. Campaign Management - Plan, execute, and evaluate multi-channel CRM campaigns, including email marketing, SMS, social media, and direct mail, to engage and convert customers. Technology & Tools - Manage CRM software and tools to ensure optimal performance, integration, and reporting capabilities. Stay updated on industry trends and adopt best practices. Technology & Tools - Manage CRM software and tools to ensure optimal performance, integration, and reporting capabilities. Stay updated on industry trends and adopt best practices. Reporting & Analysis - Provide regular reports and analysis on CRM performance metrics, ROI, and customer insights, recommending actionable strategies for improvement. 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 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
Profile
- Education: bachelor's degree in marketing, Business Administration, or a related field. (nice to have)
- Experience: Minimum of 5 years of experience in CRM, or customer relationship management within the luxury or high-end retail industry or other similar positions in industry. Proven track record of driving customer engagement and loyalty.
- Technical Skills: Proficiency in CRM software (e.g., Salesforce, HubSpot) and data analytics tools. Experience with marketing automation platforms and digital marketing channels.
- Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable.
- Others : 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
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