Reference Code:  97300

Montblanc CRM Manager

Tokyo, 13, JP


Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates  exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.



CRM Manager position at Montblanc is aiming at developing a healthy customer base for business sustainability as well as creating bridges between customers and our Maison.


Reporting to Marketing Associate Director and following HQ instructions and guidelines, the CRM Manager plans, organizes, directs and coordinates customer relations activities with Montblanc. Actions taken are aiming at improving customer satisfaction, customer recruitment and retention. This role also requires to work closely with retail team, boutiques across Japan and marketing teams.




  1. Manage and execute regular & ad-hoc customers loyalty actions (eDM, gift programs, catalogues, client events, VIP treatments) by conducting necessary tasks such as segmentation, customer data handling, contents/material preparation, vendor management and result tracking.
  2. Ensure activity/project coordination with other team and departments (Boutiques, Retail, Marketing, Media, Communication, etc. ) and Headquarter. 
  3. Develop Recruiting and Retention strategy with clear KPI, based on the customer journey.
  4. Nurture clienteling by using group developed dedicated application tool: The View
  5. Lead implementation and revision of personal information related actions in boutiques and in back office.
  6. Analyze customer data to understand own customer profiles and build KPIs for CRM actions by using CRM related tools
  7. Provide new ideas for new actions based on customer data analysis and insight.
  8. Search and develop VIP gifts and activations to increase the perception and value of Montblanc.
  9. Dedicate to increase sales and upgrade the customer journey, sorting up and analyze the weaknesses and potential in each boutique, making appropriate use of available data analysis and dashboards.
  10. Search for new customer recruitment opportunities: new partnerships, new programs, etc.
  11. Lead marketing intelligence related projects and reporting within Marketing team.
  12. Pro-active communication with HQ to ensure full alignment with global Maison’s strategy.



  • Open minded
  • Brand Marketing experience
  • Flexibility and agility
  • Good communicator
  • Coaching skills
  • Fluent English
  • Analytical skills (qualitative/quantitative)
  • Team-work oriented
  • Result oriented
  • Make sensitivity the Marketing environment and Client demand
  • Good command of computer and CRM related tools