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Reference Code:  34577

Cartier CRM 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 7,500+ 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 :

Together with the Client Development Senior Manager, the CRM Manager develops and implements locally the Client Marketing 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.

He/she focuses on adapting global campaigns to a Japanese audience as well as developing and implementing local Client Marketing campaigns.

Together with the CRM Assistant Manager, he/she acts as the main responsible for the 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.


KEY RESPONSIBILITIES:

Key responsibility 1: CRM tools - client data capture
In charge of the management of the e-Client Card in JP and the adoption of the tool by our sales staff for all networks (Retail, Travel Retail, Partners, …)
Monitor all Client Data KPIs on both quantitative and qualitative aspects such as the e-mail registration rate, etc.
Create dedicated programs to support our sales staff in achieving their store and individual results.


Key responsibility 2: CRM reports - client data knowledge
Support the development, maintenance and enhancement of CRM and client intelligence tools (Salesforce Service Cloud and Marketing Cloud, SAP Analytics Cloud, …)
Create and share qualitative client lists, data and analysis across office departments and networks (Loyalty lists, Opportunity lists, Yearly Strat Plan support)


Key responsibility 3: Client activation – client marketing campaigns
Be the leader of all Salesforce related activities and projects
Lead the usage of the Salesforce platform and coordinate all Client actions within this tool, in collaboration with HQ central teams and external agencies
Coordinate the activation calendar of all Client actions across office departments such as Client, MarCom, Retail, etc.
Adapt all worldwide client campaigns to meet the needs of our audience in Japan
Create and implement locally new automatic client journeys based on the global company strategy
Define specific and local client contact plans and ad hoc campaigns in line with our business priorities in Japan
For all the actions mentioned above, define a precise client target on which to push the right offer, at the right time and on the right channel of communication.
Through Salesforce functionalities (Web Studio, Advertising Studio, …), test and try new actions to reach the largest audience possible through new communication channels.


Key responsibility 4: Client satisfaction & Performance Monitoring
Through different reports and with careful attention on Sales/ROI, monitor and communicate results of the CRM activities to the management, across office departments and Central teams.
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


Key responsibility 5: People’s management   
In charge of managing and developing one team member responsible of the global Campaign Coordination and daily CRM operations  


YOUR PROFILE: 

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

 If you feel passionate about this role, please submit your CV from the "Apply Now" button below. 

We look forward to hearing from you. 


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