.
Reference Code:  35661

Cartier Client Experience and Relationship Manager

Tokyo, 13, JP

Permanent
  
  

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 8,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. 

  
  

MAIN OBJECTIVES OF THE CLIENT EXPERIENCE AND RELATIOSHIP MANAGER:

 

Together with the Client Activation and Strategy Associate Director, the Client Experience and Relationship Manager develops and implements locally the Client Experience and Client Marketing Strategy of the Maison.

 

He/she ensures that each touchpoint across the customer journey is engaging, efficient and effective and also has an important role in developing a client-centric culture in the Maison.

His/her main objective is to increase Client acquisition, Satisfaction & Loyalty, within an omni-channel environment, including boutiques, specialists, digital and Contact Centre.

 

He/she focuses on creating omni-channel journeys for Cartier clients across all touchpoints and make sure the digital and physical experiences are consistent and meet the clients’ needs. On top of developing and implementing the local Client Marketing campaigns, the Client Experience Manager also adapt the global Cartier campaigns to a Japanese audience.

 

Together with the CRM Assistant Manager, he/she acts as the main responsible for the Digital eco-system, CRM Platform, and the Cartier Client Data Base.

He/she liaises with International Client teams, partner agencies in Japan and abroad, and have under his/her responsibility the management of the daily activities of the CRM Assistant Manager.

 

The responsibility of this role focuses on client experience and journeys, which is on a person/customer base and is not on product base.



 

KEY RESPONSIBILITIES DURING THE CLIENT PROCESS:

 

  • Omni-channel Client Experience projects and CRM campaigns

 

  1. Client Journey and Experience related
  1. Design, Improve, and Optimize the client journey across all Cartier touchpoints
  2. Foster and lead in-store client experiential developments across all Cartier departments and functions
  3. Identify client experience pain points and gather clients’ feedback
  4. Define and coordinate action plans to remove hurdles across the client journey
  5. Lead in particular the Cartier digital client experience, including all Salesforce related activities and projects

 

  1. CRM related
  1. Coordinate the digital client activation calendar across office departments such as Client, MarCom, Retail, etc.
  2. Adapt all worldwide client activation campaigns to meet the needs of our audience in Japan
  3. Create and implement locally new automated, omni-channel client journeys based on the global company strategy
  4. Define specific and local client contact plans and ad hoc campaigns in line with our business priorities in Japan
  5. For all the actions mentioned above, define precise client targets on which to push the right offer, at the right time and on the right channel of communication
  6. Ensure these actions are cascaded down to all physical networks
  7. Through Salesforce functionalities (Web Studio, Advertising Studio, …), test and try new actions to reach the largest audience possible through new communication channels.

 

 

  • Client Data Capture

 

  1. In charge of the management of all Data Capture tools available on the market (e-Client Card, LINE, Web forms, …) and the adoption of the tools by our sales staff for all networks (Retail, Travel Retail, Partners, …)
  2. Monitor all Client Data KPIs on both quantitative and qualitative aspects such as the client satisfaction, e-mail registration rate, etc.
  3. Create dedicated programs to support our sales staff in achieving their data capture store and individual results.

 

  • Client Data and Knowledge

 

  1. Support the development, maintenance and enhancement of client data and client intelligence tools (Salesforce Service Cloud and Marketing Cloud, SAP Analytics Cloud, Looker, …)
  2. Create and share qualitative client lists, client data and insights across office departments and networks (Loyalty lists, Opportunity lists, Yearly Strat Plan support)
  3. Create and organize activities for all Cartier stakeholders focusing on the importance of Client Data

 

 

  • Client Satisfaction & Performance Monitoring

 

  1. Manage the Client Experience Barometer and work hand in hand with Retail department on the development of specific programs to reach the highest satisfaction possible among our clients
  2. Through different reports and with careful attention on Sales/ROI, monitor and communicate results of the Client Marketing activities to the management, across office departments and Central teams.

 

  • HR / People’s management  

 

  1. In charge of managing and developing one team member responsible of the global Campaign Coordination and daily CRM operations  

 


 

 

POSSIBLE BACKGROUND:

 

  • Airline industry
  • Hospitality industry
  • Entertainment industry
  • Digital Retail industry
  • Digital Banking industry

 

HUMAN SKILLS:

 

  • Great sensitivity to clients’ needs & aspirations
  • Client satisfaction oriented
  • Analytical
  • Innovative
  • Great interpersonal and communication skills
  • Strong business sense and “sales increase” oriented mindset
  • Ability to interact with a wide variety of people and cultures
  • Team player

 

PREFERED TECHNICAL SKILLS:

  • Knowledge of Salesforce Service Cloud and Salesforce Marketing Cloud
  • Knowledge of Project Management tools (ASANA, Microsoft Teams, …)
  • Knowledge of SAP BI and SAP Analytics Cloud
  • Knowledge of LINE business account
  • Proficient in Microsoft Excel

 

LANGUAGE SKILLS:

  • Japanese: Fluent
  • English: Fluent
  • French is a plus

 

 

Contact:

Should you wish to apply, please contact Emi Nishino (emi.nishino@cartier.com), Talent Acquisition Specialist. We look forward to hearing from you.


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Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont