Reference Code:  18868

Piaget Clients Relationship Manager

Tokyo, 13, JP


Since 1874, Piaget has been committed to bringing the spirit of Luxury to life thanks to a constant quest for creativity, an unlimited innovation and a respect for excellence. All this being possible thanks to a fully integrated Manufacture mastering watchmaking and high jewelry know-how.
Piaget excels in everything that is rare, precious and exceptional.
Always do better than necessary: the Piaget founder’s motto still remains the guiding principle for all our colleagues across the world who, every day, make Piaget grow with passion.

JOB TITLE: Clients Relationship Manager  
LOCATION: Tokyo, Japan


Oversee the implementation of the Maison’s CRM strategy with the overall strategic objective of growing the brand awareness in the market with the local consumers and continued the development and growth of the E-Commerce Business channel


Key responsibility 1: CRM
- Manage and enrich the Customer Database in terms of quantity and quality.  Support and motivate boutique staff so that data continues to be fed into the CRM database. Coordinate with IT to solve any technical issue related to the CRM database.
- Propose local CRM strategy and action plans in coordination with HQ team and worldwide CRM guidelines.
- Benchmark competitors programs in the luxury goods sector.
- Manage all clients’ campaigns activities: coordinate with edition agencies, manage the allocated budget. Measure the Return On Investment.
- Ensure training and coaching of the boutique teams on CRM matters.
- Implement and monitor clients follow up per boutique; develop personalized clienteling program for VIP clients.
- Carry out appropriate Customer Database analysis.   Analyze customer typology and behavior, perform ad hoc analysis, propose improvements and action plans.
- Be the local CRM Key User for all SAP related matters.


Key responsibility 2 : eCommerce 
- Lead and coordinate with local teams all E-commerce activities.  Ensure project timelines are updated regularly and coordinate with all resources to facilitate the success of the e-commerce sales channel.
- Coordinate and maintain with Marketing the on-line catalog of products.  Coordinate stock review, replenishment, forecasts, supplies and consumables with the local supply chain team.
- Manage transversal integration of all aspects of local e-commerce projects including marketing, analytics, e-CRM, stock & supply chain, IT, logistics, retail, after sales service and local third party vendors.
- Work closely with local Communication and HQ E-com and Digital teams to optimize Piaget.com for maximum online exposure in the market.
- Develop skills and CRM activation plan for the Contact Center.
- Key User for Contact Center Front End Portal (CCFE), Google Analytics, and Piaget   Content Management System.


Great interpersonal and communication skills
Client & Service Oriented
Strong business sense and result-oriented
Team player
Fluent Japanese, Business level of English
3-4 years of experience managing CRM and optimizing e-commerce and retail sales channels



It there are any questions for this position, please contact us at Richemont Japan HR Talent Acquisition team <jp.hr_talent@richemont.com>.