LOEWE Omnichannel & Client Director Japan
Japan, Tokyo
Digital / Web / E-commerce / CRM
Full-Time
Mission:
It’s an exciting time to join LOEWE, as we are currently going through a period of accelerated growth. You will be based in Tokyo, at the heart of our Japan operations. You will be a key member of the Japan team, reporting directly to the Managing Director for Japan.
As Omnichannel & Client Director in Japan, you will manage the Omnichannel and Client areas of the region, with a team of managers both in CRM & Omnichannel.
This position contributes to the maison's overall success by creating a seamless, engaging, and customer-focused experience across all channels., including the implementation of the omnichannel journeys to our clients, starting with the “One Stock” project; support and coordinate with HQ on the operations and client performance in the region and support the management and activation of the local client base leveraging data to convey a 360º luxury experience aligned with brand vision and able to move our existing clients to the most engaged and highest value segments, ultimately to shape a loyal client platform for the brand.
Minimum of 10 years’ experience in a similar role in a fast paced international environment, ideally in a luxury brand / Maison, with exposure to the Japanese market
High communication skills – Proficient in English.
Experience both in omnichannel and CRM / client (experience in Retail will be highly valued)
Detail oriented with strong project management/organization skills (requires working on multiple projects simultaneously).
Strong interpersonal skills and a teamwork approach.
Ability to solve problems alongside a strong personal drive.
Experience in producing / conducting high-level customer analysis.
Experience in overseeing the design, development, and implementation of in-store events.
Understanding of digital ecosystems in Japan, including the clienteling / social media apps in the region
Interest in art, design, craft and fashion.
Responsibilities:
One Stock roll-out
Manage the progressive and phased roll-out of the one stock project in Japan to ensure a full omnichannel experience to all LOEWE’s clients, and maximize stock availability improving sell throughs and increasing the visibility of out RTW business
Collaborate with the retail operations team to implement a new omnichannel selling technique in-store, and ensure the correct in-store implementation in the region
Identify, communicate and implement action plans with potential improvements of the model (adopting global guidelines)
Support on digital / ecommerce
Understand the digital landscape in Japan and support with ideas on how to leverage further our loewe.com business in the region (managed centrally by HQ)
Share insights with the HQ team on the digital performance in Japan and give feedback to HQ teams on key findings in the area (e.g. platform’s performance, key search terms, competitors activity) as well as ensure the alignment of our digital platforms to industry standards in all dimensions: on-site user experience, payment methods, delivery options and lead times.
Define relevant initiatives to acquire new data and define innovative actions to boost digital performance
Main counterpart to Global Omni Operations team that is managing omni services, payments, fraud and ecommerce operations, implementing and supervising all topics related to this area
Coordinate with local Marketing on how to maximise local opportunities for the ecommerce channel (UX, services, insights)
CRM, clienteling and analytics
Ensure the adoption and development of clienteling tools in the region (including our in-house clienteling app and client data capture and communication through Line), catalizing the connection between stores, HQ and CRM managers.
Supervise the management of the local client database: ensure the accuracy and quality in data capture, and liase back with HQ to identify potential cleansing / quality action requirements.
Support on the definition and development of customers' campaigns, and elaborate local action plans to achieve customers' recruitment and retention objectives.
Support the in-store seasonal client activations & store traffic drivers to support product launches, capsule collections, popups and campaigns.
Identify and promote improvement actions for recruitment, onboarding, engagement, retention and advocacy improvement of our local clientele.
Oversee the design and implementation of the local clienteling guidelines & toolkit for the Japan team, based on the input from HQ, and tailoring them to market needs.
Support in the management of the local client database: ensure the accuracy and quality in data capture in the region, and liase back with HQ to identify potential cleansing / quality action requirements.
Leverage analytical / market research skills to identify customer behaviour in the Japann region, including both quantitative and qualitative data
Launch and oversee all client related events linked to the launch of a collection, or seasonal festivities (ie – RTW events, activations for local Japanese festivities…)
University graduate or equivelent
試用期間6か月
9:30‐17:30 休憩1時間 フレックスタイム制あり、在宅勤務週2日かのう
土日、祝日、年末年始、有休休暇入社半年後に付与
- Country / Region
- Japan
- Prefecture (State)
- Tokyo
- Location (Address)
- 東京都港区北青山3－5‐29
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