Job responsibilities
Christian Dior G.K. is looking for CRM Manager
Responsible to develop, implement, and reinforce a customer-centric culture across different areas of the business ensuring the correct localization and execution of both global and local CRM strategies.
Profile
This position reports to Marketing Senior Manager
Develop CRM Insights and Intelligence
- Initiate and conduct in-depth analysis:Generate valuable client insights, identifying key trends and behaviors that inform strategic decisions
- Lead analysis projects:Uncover client preferences, leading to the development of targeted marketing strategies upon any type of marketing events from targeting to post-event analysis
- Strengthen collaboration with the Data analytics team:Work with the HQ team to provide useful and actionable insights
- Oversee call campaigns:Engage clients, gather feedback, and promote brand loyalty in partnership with all relevant internal counterparts both at office and boutique level upon new product launches, etc
- Create client KPI forecasts:Based on global and local strategies, perform timely and accurate Client KPI reporting on a weekly and monthly basis
Enhance In-Store Clienteling Activities
- Support strategic vision:Train and coach boutiques on how to build and cultivate client relations and properly execute and measure actionable and strategic clienteling activities
- Provide targeted clienteling resources:Support boutiques by providing resources specific to business priorities and planning to ensure business generation, attendance, and client development
Training and Team Development
- Develop clienteling culture:Foster a mindset of driving business through the Client Development Community (CDM) and the in-store CRM teams both at House of Dior Ginza and Umeda Hankyu
Collaborate with the training team:
Improve clienteling levels both through training and on-site support with the training team
Ensure Client Satisfaction Throughout The Client Journey
- Define and execute gifting strategy by repackaging international guidelines to local specificities and continuously monitor progress for further improvement and enhancement
- Manage the gifting budget and adjust depending upon gift proposals by HQ and cost changes throughout the fiscal year
- Track ROI of gifting and any printed materials such as Dior Magazine, etc and experiences ensuring measurement and tracking of ROI
Collaborate With Client Service Center(CSC)
Work with the Client Service Center on Local activities (e.g. Japan specific call campaigns, handling of clients 'inquiries).
Additional information
Requirements/ Competencies
Education
- University graduate degree
Experience / Knowledge / Skills
- Minimum of 8-10 years of experience in Client Development, Client Relationship, and/or CRM Analytics
- Proactive communication with related functions especially with BTQs and Paris team
- Strong analytical skills with ability to deliver insightful ideas, excited to draw findings from figures
- Experience with any business intelligence tools is a plus (Microsoft Excel, Access, Tableau, D-Qlik, Power BI, etc
- Dedicated to develop the expertise in the environment of premium lifestyle brands
- Being a great collaborator
- Experience with Online CRM/ E-Clienteling is a plus
Language
- Japanese: Native level
- English: Business level (speaking and writing), desirably TOEIC 750 +
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