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Job functions Marketing > CRM
Languages Japanese > Native
English > Business Level
Job number JO-190125-181438

Company overview

Our client is is an American clothing company which owns multiple brands and is expanding their operations in Japan.

Job description

POSITION SUMMARY:
This position manages customer loyalty program, Marketing Automation Projects, NPS project to build and improve engagement with existing and potential customers.
PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:
 Develop annual loyalty program in order to maintain member customers by periodical analysis of customer attribute trends and shopping behavior obtained from CRM customer data base
 Propose action plan to cross-functional teams and involved in execution proactively aiming at realizing CRM strategy and goals
 Facilitate Marketing Automation projects as a PMO working with internal and external stakeholders and improve CRM KPIs (bounce rate, e-mail open rate, CTR, no. of repeat customers etc.)
 Conduct consumer/customer qualitative and quantitative surveys for analysis of their overall brand perception including products or service satisfaction level, competitive comparison and any other specific necessities
 Proactively involved into NPS (Net Promoter Score) project under direction of director, customer journey and proceeding it with internal stakeholders and external vendors in order to improve NPS scores cross functionally by finding out the efficient and effective ways of obtaining and analyzing customer brand perception and experience at all the brand contact points and also planning and executing continuous actions for its improvement

INTERNAL & EXTERNAL CONTACTS:
Internal: Sales and operations (FP/OUT/ECOM), IT, R&C, Marketing (Social/Retail Marketing/Customer service) and others
External: Agencies for CRM, MA consultation, MA vendors, NPS and etc.

Requirements

QUALIFICATIONS & EXPERIENCE:
 Experience: +5 year experience in CRM, preferably in the retail and fashion industries
 Education: BA above
 People management: +3year experience (preferable)
SKILLS:
 Experience and knowledge both of CRM and latest digital communication tool
 Knowledge of leveraging marketing automation program (third-party or company-owned)
 Experience of planning, execution and analysis of qualitative and quantitative survey aiming for consumer and customer perception capture
 Fluency in English (Business Level)
 Excel skillset inadequate for data analysis
 Power point skillset for own presentation development

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