.
Reference Code:  12141

Cartier CRM Manager

Tokyo, 13, JP

Permanent
  
  

Cartier, l'artisan des passions.

Main Purpose

The C.R.M. Manager implements locally the Client Relations Strategy of the Maison.

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

Key Responsibilities

 

Key responsibility 1: Client Data Base & Intelligence  

 

  • Develop the local client data base from all sources (Retail, Web, Contact Center, Watch Specialist) with Registration rate as a key indicator.
  • Implement recruitment action and tools with careful attention on local legislation and privacy policy (customer cards, contract amendment with specialists…).
  • Regularly assess, clean and analyze the quality of Client data base
  • Be the referent in your market in terms of Client Intelligence and local specificities of Client profiles
  • Accountable of the client data Registration rate in boutiques.
  • Extend CRM Client data capture to Specialists network, via booster

 

 

Key responsibility 2: C.R.M. Programs

 

  • Sets strategy for client Loyalty, adapting them to the local market in collaboration with other Client Development team members: Watch specialists, Bridal, Chinese travellers, Edition tools (Mailings, Art de Cartier, Patrimoine), Clients Gifts.
  • Develops and executes Client Contact plans according to the global marketing plan
  • Develops and executes local Japanese Client Contact plans to support all business activities on the Japanese market
  • Ensure Operational excellence in delivering the Central strategy, esp. ensuring highlevel of execution
  • Planning / Setting up / Targeting / Coordination & Monitoring D.M. campaign       

 

 

Key responsibility 3: eCRM

  • Create the Yearly eCRM local contact plan, according to e-CRM segmentation, global plan, and local campaign needs.
  • Ensure the campaign deployment and monitoring. 

 

 

  • Key responsibility 4: Performance Monitoring
  • Monitor and communicate results to the management and Central teams of all CRM activities, with careful attentions on ROI.  
  • Participate to the International Client Satisfaction barometer by extracting the client lists

 

Key responsibility 5 : Client Intelligence IT Tools  

  • In charge to support the development of CRM IT Projects: SAP/CDB, Epiphany, Booster, CCFE, and CIS.
  • Request improvements according to business needs and support the central team on tests of the updated versions.  

 

Key responsibility 5 : People’s management   

  • In charge of managing and developing one team member who is in charge    

 

 

Skills 

  • Great sensitivity to client’s needs & aspirations
  • Analytical
  • Innovative
  • Great interpersonal skills
  • Communication skills
  • Client & Service Oriented
  • Strong business sense
  • Result-oriented
  • Ability to interact with a wide variety of people
  • Team player

 

Contact:

Should you wish to apply, please contact Lisa Sizemore (lisa.sizemore@richemont.com), Talent Acquisition Specialist. We look forward to hearing from you.