Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.
The position is expected to define, propose and continuously sustain healthy and active customer base for business sustainability and growth by achieving customer satisfaction, as well as creating bridges between customer and Chloe. Also, this position is defining the client engagement strategy in Japan with the objective to permanently grow 1:1 Client engagement, Client recruitment, loyalty, and Satisfaction.
Reporting to Retail Director and following HQ instructions and guidelines, the CRM Manager plans, organizes, directs and coordinates customer relations activities. This position also requires working closely with retail team, boutiques across Japan and HQ CRM.
- Manage and execute regular & ad-hoc customers loyalty actions (e-mail, client gifts, client events, VIP treatments) by conducting necessary tasks such as segmentation, customer data handling, contents/material preparation, vendor management, result tracking.
- Ensure activity/project coordination with other teams and departments (Boutiques, Retail, Marketing, PR, etc.) and HQ.
- Work with the global team to update the CRM APP, communicate and implement Japanese requests and improvement wishes.
- Measure impact, analyze results of CRM related events and propose recommendations for the future.
- Utilize internal CRM APP to visualize CRM performance and report to relevant departments.
- Manage projects for new customer recruitment actions such as tie-up actions with external partners.
- Analyze customer data to understand customer profiles and build major KPIs for CRM actions by using CRM-related IT tools, co-working with HQ CRM team.
- Deep understanding Richemont privacy policy and related legal requirements (Personal Information Protection Law, etc.) to act as a main contact point for personal information related topics.
- Lead implementation and revision of personal information related actions in boutiques and in back office
- Leads the improvement and ensure the efficient use of the existing Clienteling tool in Japan.
- Enriches BTQ/SA’s individual contact plans by identifying the right Clients to contact for the right purpose at the right timing: SA’s client portfolio analysis & individual recommendations.
- Shares information related to Clienteling systems with BTQs through relevant internal platforms.
- Monitors and communicates results of all Clienteling activities.
- Leads the overall Client treatment strategy across departments.
- Creates customized client treatment plans (events, activities, etc.) both to recruit new clients and to support sales associates in treating existing clients.
- Strengthens each SA’s individual relationships through gifting and client treatment plans: develop specific programs to treat all Chloe Clients categories with meaningful gifts to increase client satisfaction and loyalty to the Maison.
Over 2 years CRM experience in CRM/Client Engagement/Clienteling in the luxury fashion industry.
Experience facing and interacting with clients
Analytical skills with creative thinking and business acumen.
Native level English language skills, Business level Japanese language skills
Good computer literacy in Microsoft Office
Business acumen
Energy, motivate all staff
Toughness
Proactive &Self driven
Strategic thinking
Strong persuasion skills to move projects forward
Great sensitivity to clients’ needs & aspirations
Capacity to manage several projects simultaneously
Result-oriented
#Richemont #WeCraftTheFuture
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RichemontRichemont is a Switzerland-based luxury goods holding company that owns prestigious Maisons across jewelry, watches, fashion, and accessories, including Cartier, Van Cleef & Arpels, IWC, and Montblanc. It serves affluent global consumers in the high-end luxury market.
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