Multiantional Entertainment Company / CRM Director
Job Information
- Job ID
- 104249
- Job Title
- Multiantional Entertainment Company / CRM Director
- Recruiter
- Robert Leonard Consulting
- Division
- Marketing
- Company Type
- Large Company, International Company
- Job Type
- Full-time
- Location
- Tokyo - 23 Wards
- Salary
- 15 million yen ~ 18 million yen
- Salary Bonuses
- Bonuses paid on top of indicated salary.
- Date Refreshed
- October 24th, 2008 14:01
General Requirements
- Minimum Experience Level
- Over 10 years
- Career Level
- Executive
- Minimum English Level
- Business Level
- Minimum Japanese Level
- Native
- Minimum Education Level
- Post Grad Degree (PHD/MBA etc)
- Visa Status
- Japanese national or permission to work in Japan required
Job Description
Director, CRM
Department Overview
The mission of the Consumer Relationship Marketing team is to grow loyalty and share of wallet with the most strategic customer segments both by creating and managing cross-company CRM programs and by providing strategic, analytic and operational support to various Business Units’ CRM and marketing efforts. The department‘s primary focus is launching and managing the new Rewards Credit Card in Japan as both a profitable new line of business and a CRM program.
Description
The Director of CRM and Rewards Credit Card - Japan is responsible for developing and implementing marketing plans to acquire new CRM program members and to maintain their ongoing profitable engagement with businesses in Japan. Though the primary focus currently is Rewards Credit Card program, scope will ultimately include ongoing management of CRM initiatives of new programs developed in collaboration with Online and Brand Management and CRM in HQ
Responsibilities
Business Planning and Leadership
o Directly lead team of 4-6 to launch new co-branded credit card in Japan
o Develop and lead implementation of all launch plans
o Negotiate with key LOBs and outside partners for access to customer touchpoints for acquisition marketing, special benefits for card members and customer servicing support to ensure optimal cardmember experience
New Program Member Acquisitions
o Develop and implement annual program member acquisition marketing plans, including communication and creative strategies. Ensure target CPA and account figures are being met and develop mitigation plans as needed throughout the year
o Plan, secure support for and execute (creative, distribution, premiums management) over marketing tactics across more than 10 different business units including:
— Online advertising across all company branded sites
— Onsite acquisition activities including face-to-face selling
— Print and direct mail marketing
o Guide bank in managing its marketing budget including direct mail, event marketing, TV advertising and DRTV including:
— Establishing test/control strategies
— Overseeing creative development
— Ensuring seamless execution
— Measuring results and recommending refinements
o Manage tracking and reporting system to track costs and measure results at the tactic level (led development of system)
o Manage creative development process including setting creative strategy, establishing creative agency relationships and securing approvals from other business units, third party partners, , Brand Management, Legal and the bank’s Legal and Audit (led development of formal process)
o Develop and implement PR plans to raise awareness of Rewards Credit Card among core target (moms with kids and fans), media and media influencers. Work collaboratively across Corporate PR, business unit PR groups, Chase’s internal PR group and Chase’s PR agency
Existing Program Member Marketing
o Develop and implement marketing initiatives to maximize portfolio profitability
— Collaborate with LOBs and bank to identify and implement brand-appropriate marketing initiatives to increase card activation, usage, and balance building including triggered CRM initiatives
— Collaborate with LOBs and the bank to identify potential indicators of attrition and implement marketing initiatives to prevent attrition/inactivity
— In case of Rewards credit card, guide bank in identifying cross-sell financial product opportunities that are brand appropriate
o Collaborate with LOBs on evaluating program benefits and refining as necessary including additional business unit commitments and support
o Develop and implement product marketing initiatives to ensure existing program members are aware of program benefits including:
— New program member materials including welcome kit, card carrier and member benefits guide
— Functionality and content of program members websites and emails
— Marketing campaigns to promote product enhancements
— Initiatives to ensure existing program members remain aware of program’s highest value program features
— Establish processes to measure initiatives’ impact
o Develop marketing plan to support initiatives to deepen and extend program members’ relationships
— Oversee design of program member offer marketing plan including channel mix and offer targeting
— Secure content for and publish quarterly newsletter
— Oversee design all marketing materials for program member offers
o Manage creative development across multiple creative agencies and secure timely approvals from business units, Brand Management, Disney Legal and Chase Marketing, and Chase Legal and Audit
Rewards Program Management and Accounting
- Establish and administer Rewards Program for Rewards Credit Card program in Japan
- Partner with Finance team to establish and manage all financial and accounting functions for the Disney Rewards Credit Card program in Japan - along with any other CRM programs
Customer Servicing and Operations
Oversee development of operational, information/database and customer service solutions in support of X-LOB CRM programs/initiatives including:
- Establishing customer servicing policies, procedures and processes for CRM programs and Rewards Credit Card - at the bank, across LOB points of service and through the card program’s secondary call center
- Development and management of customer data warehouse infrastructure for program, including file transfers among LOBs and third parties, data security policy compliance and database enhancement requirements to support marketing programs
Required Skills
Qualifications
o MBA
o 7-9 years of work experience with at least 5-7 years of post-MBA experience
o Proven multi-channel customer acquisition and customer engagement marketing expertise - with a heavy emphasis on online and direct mail/email marketing
o Self motivated, results driven with excellent attention to detail
o Experience creating and leading implementation of concrete, actionable marketing plans for new programs based on consumer research and hypotheses, without historical results
o Strong, proven cross-functional leadership skills, including experience priority setting, building teams and leading implementation of new initiatives from beginning to end with minimal direction/supervision
o Highly creative and innovative with constant drive for improvement and a passion for customer centricity
o Experience interfacing effectively with multiple levels of management, ranging from senior corporate executives to line managers
o Negotiation and partner management skills.
o Strong analytic skills
o Excellent written and oral communication skills and negotiation skills - particularly within large organizations
o Ability to keep the big picture in mind while ensuring the details of the project at hand are addressed
Company Description
Robert Leonard’s single biggest investment is in the potential of people. Our decision to be a highly people-focused recruitment firm is a major factor in our success.
We believe that a higher level of commitment to candidates benefits clients and candidates alike. Our focus means better service and has helped us become a highly reputable and reliable recruitment firm in pharmaceutical, medical, healthcare, advertising, marketing ＆ PR, communications, consumer goods, entertainment/media, IT, internet, telecoms, finance, banking, accountancy, business consulting, manufacturing, automotive, industrial.
ロバートリオナルドコンサルティングは、2002年に国内で設立されたエグゼクティブ・サーチ会社で御座います。幅広い分野でのキャリアをサポートしております。
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