Senior CRM Manager

As the business continues to strengthen its client development capabilities in Japan, the company is seeking a Senior CRM Manager to drive CRM strategy, client engagement, clienteling excellence, and data-driven decision making across the organization.

Reporting directly to the Clienteling & CRM Director, this role will play a critical role in analyzing customer behavior, improving CRM performance, increasing loyalty and client retention, and supporting store teams in delivering elevated client experiences aligned with global standards.

Key Responsibilitie
1. CRM Strategy & Data Analytics
- Manage and optimize CRM databases and client information.
- Analyze client quality and segmentation across the Japan market.
- Utilize business and customer insights to identify opportunities, risks, and performance improvement actions.
- Leverage predictive analytics to support client engagement and targeting strategies.
- Provide actionable recommendations to support business growth and client retention.
- Monitor CRM KPIs including recruitment, retention, reachability, and engagement.
- Develop medium- and long-term CRM roadmaps aligned with commercial objectives.

2. Clienteling & Client Development
- Support store teams through CRM tools, training, and performance monitoring.
- Improve overall client experience and elevate service standards.
- Drive clienteling initiatives in alignment with global guidelines.
- Partner with stores and business stakeholders to plan client engagement activities and events.
- Support acquisition and retention of VIC and top clients.
- Participate in high-profile client events and strengthen relationships with key clients.

3. Innovation & Continuous Improvement
- Introduce and test CRM tools, technologies, and platforms.
- Monitor luxury clienteling trends and CRM best practices.
- Drive adoption of new solutions and process improvements.
- Promote a culture of data-driven decision making across the organization.

4. Cross-Functional Collaboration
- Collaborate closely with Retail, E-Commerce, PR, IT, CRM vendors, and headquarters teams.
- Ensure omnichannel consistency in client engagement initiatives.
- Act as a key partner in strengthening customer-centric approaches across the business

Employee Benefits:
- Social insurance
- Transportation allowance
- Flexible working environment
- Career development opportunities

- University degree or higher.
- Native-level Japanese and business-level English.
- 5+ years of CRM, client development, loyalty marketing, customer analytics, or clienteling experience.
- Strong analytical and data interpretation skills.
- Experience working with customer databases and CRM programs.
- Strong stakeholder management and communication capabilities.
- Luxury retail, fashion, beauty, watches & jewelry, or premium consumer goods experience preferred.
- Ability to work effectively in an international environment.