Head of Client Engagement (Senior Manager)

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Job details

Company overview

Our client is an Italian luxury fashion house.

Responsibilities

イタリアのラグジュアリーファッションブランドの日本法人にて
【Client Engagement Senior Manager】を募集いたします。

同社が作り出すエレガンスなライフスタイルを、社員一人ひとりが信念と情熱を軸に、心動かすおもてなしをお客様に提供しております。
お客様へ、心に残るラグジュアリーな体験をお届けしませんか。
誇りを持って、日々の業務に取り組んでくださる方からのご応募お待ちしております。

―――――ポジションについて―――――
同ブランドにおけるCRMおよびクライアントエンゲージメント戦略の実行を日本で主導します。
クライアントがすべての接点で関与され、店頭およびデジタル両方で卓越したパーソナライズされたサービスを受けることを確実にし、満足度、ロイヤルティ、および全体的なビジネスパフォーマンスを向上させることを目指します。
特に、LINEなどのデジタルツールの統合とクライアントサービスの卓越性向上に重点を置きます。

■Responsibilities

• CUSTOMER KNOWLEDGE
  • Analyze market trends and customer reports to identify behavioral patterns and insights
  • Define and execute brand-specific customer segmentation strategies
• CRM
  • Develop and implement strategies and targeted actions based on consumer insights, that grow the customer base and drive sales and traffic, leveraging CRM and loyalty
  • Manage the CRM system (upgrading, data cleansing, integration, etc.)
• VIC
  • Deploy in Japan the value proposition for VIC Customers
  • Propose and facilitate exceptional customer experiences
• Digital Communication (LINE Engagement)
  • Drive LINE strategy as a key direct communication channel for client engagement in Japan
  • Develop and manage personalized, segment-based communication flows using LINE
  • Lead initiatives such as appointment booking, chat-based interactions, and in-store visit prompts via LINE
• Clientelling
  • Plan, develop, manage and execute initiatives to help grow business through engaging new customers and increasing loyalty among existing customers
  • Implement at regional level the client strategy defined at HQ level by brand and measure results
• Cross channel (with E-commerce)
  • Implement t local level the Cross channel strategy
  • Execute the “one face to the customer” strategy across all channels and touch points, working with all key departments
• Partnership
  • Develop and manage the current partners and scout new ones in accordance with the HQ strategy
• Client Service
  • Work closely with the headquarter Client Service Team to develop and improve the Client Service processes and procedures
  • Represent the link with the outsourcer and local departments with the aim to improve processes, services and reduce the time to serve
• Team management
  • Lead and develop the Client Engagement team
  • Define goals and responsibilities, coach team members, and support career development

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Requirements

• Degree in Business Administration or relevant field
• A minimum of ten years’ experience in CRM/Client Engagement/Clientelling in retail industry in Japan
• Strong understanding of digital client engagement, especially via LINE and other messaging platforms
• Experience developing and executing personalized customer journeys and communication flows via LINE
• Ability to integrate LINE campaigns with CRM systems (e.g.,Salesforce) and track performance
• Enthusiastic approach
• Analytical skills combined with creative thinking and business acumen
• Sense of urgency and action oriented
• Critical thinker and problem solving skills
• Strong organizational, project management and strategic thinking skills
• Must be flexible and capable of providing leadership in a fast-paced environment
• Demonstrate a high level of accountability for results
• Strong work ethic
• Availability to travel
• Excellent command of spoken and written English and Japanese
• Good computer literacy in Microsoft Office applications

Salary

10 - 12 million yen

Location

Tokyo