Reference Code:  93904

Cartier CRM Assistant 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 9000+ colleagues of 105 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 PURPOSE:

 

The CRM Assistant Manager oversees both the overall Cartier Client Data eco-system and the outbound messages that are sent to Cartier clients, prospects and audiences.

She/He contributes to the Client Activation Strategy thanks to the personalization of each interaction at every step of Cartier Client and Prospects journeys. She/he leads the Client lifecycle activation and contribute to the 360 Activation Calendar of the Maison using Salesforce Marketing Cloud.

The main goal is to design, implement, automatize and improve the journey personalization to address the right client, at the right time, through the right channel in the Japanese market, and finally, be more relevant locally while having global synergies.

The CRM Assistant Manager also has the ownership on Cartier data and works closely with both office and client-facing teams to create and share clients’ lists relevant to the local business challenges.

The objective is to strategize the overall end client experience, acquire new clients, generate engagement, satisfaction, and conversion. As a transversal position, the CRM Assistant Manager works with multiple stakeholders from communication and commercial teams at central level, external agency and also with local teams.

 


KEY RESPONSIBILITIES:

 

Client Database Management

  • Manages & ensures Quality of the client databases, incl. client-information from Retail boutiques, after-sales Service, Contact centre, and Brand website (e-database).
  • Closely works with IT functions to pro-actively propose & suggest IT Tools upgrades to optimize the CDB & facilitate its usage
  • Ensures that KPI of client data capture are well reached & communicated
  • Acts as key-contact for international team.

 

 

Client Intelligence

  • Based on client-information & segmentation, gains a better understanding of our clientele, identifies/ anticipates new trends (age, nationality, product-path, segmentation…) for better drive / implement efficient CRM dedicated programs.
  • Share and train on the client insights across all departments and boutiques.
  • Conducts Client Research to answer specific problematic.

 

 

Run and optimize the outbound campaigns at WW level in Salesforce Marketing Cloud

 

  • The Client Activation Specialist will closely work with the HQ Marketing Cloud product owners and all Salesforce related teams to support the technical run, support of the platform, and new features implementation
  • In collaboration with HQ Client Activation team and the external agency, the Campaign Project Manager will define a test and learn approach to optimize each journey. He/she will also provide analysis and learnings which will be used to improve future Client initiatives.

 

 

Support office and client-facing team in creating and sharing relevant client data

 

  • The Client Activation Specialist will leverage different platforms such as Salesforce marketing Cloud CDC (ex-CDP) or LOOKER to create Client segments and Clients’ lists to leverage through one-to-many Client journeys managed at office level or 1-to-1 activities managed at store level by each of our Client Advisor.

 

 

SKILLS:

 

  • Expertise in both Salesforce Marketing Cloud and Service Cloud
  • Knowledge in business data platform such as LOOKER
  • Basic understanding of HTML coding & SQL query
  • Strong persuasion skills to move projects forward
  • Continuously test and improve from learnings
  • Great sensitivity to clients’ needs & aspirations
  • Capacity to manage several projects simultaneously
  • Excellent communication skills
  • Entrepreneurial
  • Result-oriented
  • Team player

 


Learn more about life at Cartier



www.careers.cartier.com

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