CRM Manager

Job description

Relevant, masculine and British. Since 1893, Alfred Dunhill has been engineering unique and stylish luxuries for men. We seek people who have commitment and drive with a strong commercial focus, and will thrive in a creative environment that encourages innovative thinking.

MAIN PURPOSE

Responsible for designing a "client experience" based on the brand's aesthetic, integrating data-driven insights with creative sensibility to drive Lifetime Value. In this growth phase, you will redefine existing frameworks and evolve the brand's unique CRM foundation. With a deep understanding of luxury branding theory, you will passionately lead "clienteling" efforts by providing strategic support to retail staff.

KEY RESPONSIBILITIES

Ø  Advancing Strategic Clienteling: Logically design extraction criteria based on purchase history and behavioral data for store events and new launches. Lead sales-driving actions by creating high-precision target lists that enhance retail success rates.

Ø  Reconstruction & Optimization of CRM Foundations: Maximize current IT infrastructure to redesign end-to-end processes from data collection to utilization. Establish optimal operational flows to elevate CRM quality to the next level..

Ø  Brand Experience Design: Direct the planning and production of sophisticated customer communications (e.g., Direct Mail, Digital, Events) that embody the brand identity and generate brand desirability.

Ø  Driving Retail Engagement: Passionately educate store staff and other stakeholders on the significance of CRM and data utilization. Foster an environment that facilitates field action and supports relationship strengthening.

Ø  Deepening VIC Strategy: Design exclusive experiences for top-tier clients and deliver personalized hospitality in collaboration with stores.

REQUIRED COMPETENCIES

Ø  Experience: 3+ years of hands-on experience in retail industry CRM. Experience within the luxury fashion industry or high-end luxury sector is highly preferred, as it ensures an understanding of unique consumer psychology.

Ø  Education: BS or BA in Marketing, CRM, Luxury Brand Business, or a related field (or equivalent professional expertise).

Ø  Logical Thinking & Data Design: Ability to logically derive "who to reach, with what, and when" from business goals and design data extraction criteria accordingly.

Ø  Agile Execution (Ownership): A mindset that thrives on creating and updating processes from the ground up, rather than just managing established systems.

Ø  Knowledge of Luxury Branding: Deep understanding of luxury branding theories and consumer psychology, with the sensibility to translate them into tasteful CRM actions.

Ø  Stakeholder Management: Exceptional interpersonal skills to build trust with retail staff and other departments, driving a common goal within an evolving CRM culture.

Ø  IT & Tools Proficiency: Hands-on experience with Salesforce (e.g., Marketing Cloud, Service Cloud), data analysis and visualization skills using BI tools such as Power BI, and basic tools such as MS Office (Excel, PowerPoint). Ability to leverage these skills to establish efficient data utilization workflows, even within an evolving IT infrastructure.

Ø  Language Skills:

·           English: Business-level English proficiency to communicate independently with global counterparts (including video conferences, presentations, emails, and negotiations). Ability to accurately interpret global strategies and effectively localize them for the Japanese market without supervision.

·           Japanese: Native-level proficiency. Ability to provide clear, persuasive guidance to store staff and deliver sophisticated copywriting that reflects the brand’s prestige.