EC CRM Manager

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Job details

Company overview

Our client is the Japanese subsidiary of a premium luggage brand from Europe that pursues high quality and innovation.
They are part of a global luxury group, and despite their long history, they are constantly evolving.
They were among the first to introduce aluminum and polycarbonate as materials for suitcases, and in addition to their main product line of suitcases, they have also developed a collection of bags for everyday use.
They have also introduced a number of collaborations with various brands and artists, and they continue to grow as a mobility brand by taking on new challenges while maintaining our traditions.

Responsibilities

Reinforce brand desirability by driving E Commerce and clienteling strategy in Japan. A key player to drive E commerce sales and market share and local clientele, E Commerce Business.
Main responsibilities:

• Own the company's e retail vision, roadmap and performance, overseeing a team of 8 ( including EC, CRM and Customer Service)
  • Develop the company's e CRM, e Clienteling and Client Feedback management activities, leveraging satisfaction and loyalty.
  • Analyze client insights and KPIs to action a customer centric strategy
  • Champion customer needs through our in-house Client Service Center and to ensure that what is delivered meets the stated goals and objectives.
  • Leverage services (social management, orders on behalf, e clientel ing, NPS).
  • Supervise the ecommerce specialists on merchandising, QC, and site changes to optimize UX led conversions
  • Manage performance marketing across the digital value chain and identify opportunities for further improvement.
  • Implement and scale e retail engagement strategies and vendors to leverage the customer journey, and drive significant growth. Identify key business opportunities to
  • grow and drive consumer engagement
  • Manage commercial and go-to market plans to generate revenues aligned with targets while improving KPIs and UX at every step of the funnel
  • Implement current dashboards and set-up new ones to serve business.
  • Liaise with cross functional partners on detailed GA & Tableau reporting including all site metrics and conversion data.
  • Monitor best practices of ecommerce and omnichannel retail to specify, test and launch new features.
  • Test new functionalities in staging to ensure seamless customer experience.
  • Manage and liaise with IT to drive progress & resolution.
• EC Budget and Data
  • Oversee the budgeting phase. Provide inputs and adjustments. Define, control, and manage the budget. Prepare and submit reports.
  • Manage weekly and monthly sales reporting– identify wins and opportunities to identify wins and opportunities to improve the plansimprove the plans
  • Monitor online KPI analytics to increase performance and define improvements e performance and define improvement actions, being lean and focused on efficiency. actions, being lean and focused on efficiency.
• Collaboration
  • Build and optimize a tailored E-retail strategy, working with local teams, and the global e retail community
  • Work cross functionally with the marketing team to support product and project launches on site.
  • Participate in the briefing for upcoming campaigns, putting collections, products and promotional operations in the spotlight.
  • Work closely with HQ on A/B site testing, pre/post analysis of site KPIs and goals, as well as recommend clear next steps to optimize site navigation and conversion.
  • Work closely with Development and QA to improve process for output, defining timelines, quality metrics, and accountability
  • Act as direct point of contact for Finance & Supply Chain to support website forecasting.
  • Conduct analysis on stock and work cross functionally with supply chain on
  • deliverability and product launches
• CRM
  • Client Engagement thru strong clienteling calendar (International, external & in store events)
  • Drive local sales, continue to reinforce brand positioning and desirability, deliver outstanding luxury brand client experience through events & experience
  • Work closely with events team to implement and organize events and in store actions within guidelines and defined budget
  • Build & animate clienteling calendar with retail, store managers and merch teams
  • Understand store specific clienteling needs and challenges, be able to tailor tools/animations support accordingly, deliver in store clienteling activities calendar
  • Ensure attendance of right profiles for each event, work closely with retail / store managers
  • Map & define specific animation formats for specific clienteles
  • Evaluate effectiveness of each event and send post event evaluations to all relevant parties including HQ in a timely manner, follow up on event ROI
  • Monitor the in-store budget usage, support retail with personalized client actions, giftings and money cannot buy experiences
  • Prepare clienteling budget forecast, ensure proper follow up of expenses & respect of budget
  • Explore new partnerships on client acquisition and bring new lifestyle experiences to our clients
  • Explore new partners on local client recruitment
  • Reinforce collaboration with department stores clienteling teams to ensure the continual recruitment of high potential customers.
  • Provide money cannot buy experience offerings to top clients through partners and networks
  • Oversee all client communications planning, execution, as well as business and client analysis
  • Plan and propose to HQ on all client communications that is relevant to local markets, including emailing, mailing, in store collaterals and one to one communication.
  • Review and analyse database reports, communicate the findings and make recommendations on the corresponding action plan
  • Ensure accuracy of client database, support stores in data analysis to sustain clienteling strategy
  • Track & Drive key KPIs: outreaches, appointments, local clients, top clients, high end & RTW clients

Requirements

Minimum requirements:

• Degree holder with at least 7+ year experience in EC or CRM management, preferably in luxury market.
• Strong PC skills in various MS Office applications
• Excellent communication and presentation skills, with excellent fluency in spoken and written English.
• Customer focus, strategic thinking, excellent people skill, business acumen, analytical ability, problem solving, planning and organizing skill.
• Outgoing and friendly, assertive, positive service attitude & teamwork and action oriented

Salary

10 - 12 million yen

Location

Tokyo