Job title: EC CRM Manager

Company: パーソルキャリア株式会社

Job description: Responsible for overall business development10 – 12 million yen Tokyo Sales & Marketing E-commerce / Online Marketing / Digital MarketingApplication RequirementsCompany Profile業務内容 Reinforce brand desirability by driving E Commerce and clienteling strategy in Japan. A key player to drive E commerce sales and market share and local clientele, E Commerce Business.
Main responsibilities:

• Own the company’s e retail vision, roadmap and performance, overseeing a team of 8 ( including EC, CRM and Customer Service)

• Develop the company’s e CRM, e Clienteling and Client Feedback management activities, leveraging satisfaction and loyalty.
• Analyze client insights and KPIs to action a customer centric strategy
• Champion customer needs through our in-house Client Service Center and to ensure that what is delivered meets the stated goals and objectives.
• Leverage services (social management, orders on behalf, e clientel ing, NPS).
• Supervise the ecommerce specialists on merchandising, QC, and site changes to optimize UX led conversions
• Manage performance marketing across the digital value chain and identify opportunities for further improvement.
• Implement and scale e retail engagement strategies and vendors to leverage the customer journey, and drive significant growth. Identify key business opportunities to
• grow and drive consumer engagement
• Manage commercial and go-to market plans to generate revenues aligned with targets while improving KPIs and UX at every step of the funnel
• Implement current dashboards and set-up new ones to serve business.
• Liaise with cross functional partners on detailed GA & Tableau reporting including all site metrics and conversion data.
• Monitor best practices of ecommerce and omnichannel retail to specify, test and launch new features.
• Test new functionalities in staging to ensure seamless customer experience.
• Manage and liaise with IT to drive progress & resolution.
• EC Budget and Data

• Oversee the budgeting phase. Provide inputs and adjustments. Define, control, and manage the budget. Prepare and submit reports.
• Manage weekly and monthly sales reporting- identify wins and opportunities to identify wins and opportunities to improve the plansimprove the plans
• Monitor online KPI analytics to increase performance and define improvements e performance and define improvement actions, being lean and focused on efficiency. actions, being lean and focused on efficiency.
• Collaboration

• Build and optimize a tailored E-retail strategy, working with local teams, and the global e retail community
• Work cross functionally with the marketing team to support product and project launches on site.
• Participate in the briefing for upcoming campaigns, putting collections, products and promotional operations in the spotlight.
• Work closely with HQ on A/B site testing, pre/post analysis of site KPIs and goals, as well as recommend clear next steps to optimize site navigation and conversion.
• Work closely with Development and QA to improve process for output, defining timelines, quality metrics, and accountability
• Act as direct point of contact for Finance & Supply Chain to support website forecasting.
• Conduct analysis on stock and work cross functionally with supply chain on
• deliverability and product launches
• CRM

• Client Engagement thru strong clienteling calendar (International, external & in store events)
• Drive local sales, continue to reinforce brand positioning and desirability, deliver outstanding luxury brand client experience through events & experience
• Work closely with events team to implement and organize events and in store actions within guidelines and defined budget
• Build & animate clienteling calendar with retail, store managers and merch teams
• Understand store specific clienteling needs and challenges, be able to tailor tools/animations support accordingly, deliver in store clienteling activities calendar
• Ensure attendance of right profiles for each event, work closely with retail / store managers
• Map & define specific animation formats for specific clienteles
• Evaluate effectiveness of each event and send post event evaluations to all relevant parties including HQ in a timely manner, follow up on event ROI
• Monitor the in-store budget usage, support retail with personalized client actions, giftings and money cannot buy experiences
• Prepare clienteling budget forecast, ensure proper follow up of expenses & respect of budget
• Explore new partnerships on client acquisition and bring new lifestyle experiences to our clients
• Explore new partners on local client recruitment
• Reinforce collaboration with department stores clienteling teams to ensure the continual recruitment of high potential customers.
• Provide money cannot buy experience offerings to top clients through partners and networks
• Oversee all client communications planning, execution, as well as business and client analysis
• Plan and propose to HQ on all client communications that is relevant to local markets, including emailing, mailing, in store collaterals and one to one communication.
• Review and analyse database reports, communicate the findings and make recommendations on the corresponding action plan
• Ensure accuracy of client database, support stores in data analysis to sustain clienteling strategy
• Track & Drive key KPIs: outreaches, appointments, local clients, top clients, high end & RTW clients

Minimum requirements:

• Degree holder with at least 7+ year experience in EC or CRM management, preferably in luxury market.
• Strong PC skills in various MS Office applications
• Excellent communication and presentation skills, with excellent fluency in spoken and written English.
• Customer focus, strategic thinking, excellent people skill, business acumen, analytical ability, problem solving, planning and organizing skill.
• Outgoing and friendly, assertive, positive service attitude & teamwork and action oriented

Salary 10 – 12 million yenLocation Tokyo

Expected salary:

Location: 東京都

Job date: Sat, 15 Jun 2024 22:14:33 GMT

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