OMNI Senior Manager

The OMNI Sr. Manager is a senior leadership position responsible for driving the brand’s digital business performance, CRM and client lifecycle strategy, and Client Service Center operations, while delivering a seamless and premium omnichannel client experience.

Key Responsibilities

1. E-Commerce Leadership & Performance Management
- Own the local e-commerce strategy, website merchandising, promotional calendar, and overall digital sales performance.
- Drive continuous optimization of web store UX/UI, customer journey, checkout conversion rates, and traffic acquisition.
- Partner with global digital teams to localize product launches, digital campaigns, and brand storytelling for the Japanese market.

2. CRM & Client Lifecycle Strategy
- Lead the local CRM strategy covering client acquisition, retention, and tiering.
- Utilize data analytics and segmentation to develop personalized omnichannel campaigns.
- Partner with retail leadership to develop a unified 360-degree view of clients and strengthen online-to-offline customer journeys.

3. Client Service Center Operations
- Oversee end-to-end Client Service Center operations across phone, email, chat, and digital inquiries.
- Establish and monitor service KPIs including CSAT, First Contact Resolution, and inquiry turnaround times.
- Collaborate with After-Sales Repair, Logistics, and Warehouse teams regarding online returns, warranty inquiries, delivery escalations, and lifelong guarantee requests.
- Manage complex and high-tier client escalations.

4. Team Management & Cross-Functional Alignment
- Lead, mentor, and develop a multidisciplinary team covering e-commerce, CRM, and customer support.
- Serve as a key liaison between the Japan office and global/regional teams including IT, Supply Chain, Digital, and Marketing.
- Support system integrations, inventory visibility, and omnichannel feature rollouts.

The position reports directly to the Managing Director with functional alignment to HQ Digital.
The position has 3 direct reports within a total team of 7.

Employee Benefits:
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- Minimum 8+ years of progressive experience in e-commerce management, CRM, digital marketing, or customer service leadership, preferably within luxury goods, premium retail, or fast-paced consumer brands.
- Proven track record of successfully managing digital P&Ls and leading multidisciplinary teams.
- Strong knowledge of e-commerce platforms, CMS, analytics tools such as Google Analytics, and major CRM infrastructure such as Salesforce.
- Strong commercial acumen with the ability to translate digital data and customer insights into actionable business strategies.
- Experience driving e-commerce performance, including UX/UI optimization, conversion improvement, traffic acquisition, website merchandising, and digital sales.
- Experience developing CRM/client lifecycle strategies covering acquisition, retention, segmentation, personalization, and omnichannel engagement.
- Strong leadership, communication, and stakeholder management capabilities.
- Client-first mindset with a strong commitment to premium/luxury service quality.
- Native or bilingual Japanese.
- Business-level English, written and spoken.
- Ability to collaborate effectively with local, regional, and global stakeholders.