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About the Role

Delvaux is seeking a CRM professional to manage and execute customer loyalty initiatives, analyze performance, and drive new customer recruitment. This role involves deep understanding of customer data, privacy policies, and clienteling strategies to enhance client relationships and satisfaction.

Responsibilities

• Manage and execute customer loyalty actions including email campaigns, client gifts, events, and VIP treatments.
• Conduct customer segmentation, data handling, content preparation, and vendor management for loyalty programs.
• Track results and analyze the impact of CRM-related events, proposing recommendations.
• Coordinate activities and projects with internal teams (Boutiques, Retail, Marketing, PR) and HQ.
• Update the CRM APP, communicate, and implement Japanese requests and improvement wishes.
• Visualize CRM performance using internal CRM APP and report to relevant departments.
• Manage projects for new customer recruitment actions, including tie-up initiatives with external partners.
• Analyze customer data to understand profiles and build KPIs for CRM actions.
• Act as a main contact point for personal information related topics, ensuring compliance with privacy policies and legal requirements.
• Lead the implementation and revision of personal information related actions in boutiques and back office.
• Lead the improvement and ensure efficient use of the existing Clienteling tool in Japan.
• Enrich individual contact plans by identifying the right clients for the right purpose at the right timing.
• Share information related to Clienteling systems with Boutiques through internal platforms.
• Monitor and communicate results of all Clienteling activities.
• Lead the overall client treatment strategy across departments.
• Create customized client treatment plans (events, activities) for new client recruitment and existing client support.
• Develop specific programs to treat all Delvaux client categories with meaningful gifts to increase client satisfaction and loyalty.

Requirements

• Over 2 years CRM experience in CRM/Client Engagement/Clienteling in the luxury fashion industry.
• Experience facing and interacting with clients.
• Analytical skills with creative thinking and business acumen.
• Good computer literacy in Microsoft Office.

Skills

• CRM
• Client Engagement
• Clienteling
• Customer Loyalty
• Data Analysis
• Project Management
• Microsoft Office

Location

• Japan

Work Type

• Full-time

Experience Level

• Over 2 years

Benefits

• Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons.
• Encouragement for employees to be curious, drive their own career, and dream big.

About the Company

• Founded in 1829, Delvaux is a truly Belgian brand, the oldest fine leather goods house in the world.
• La Maison has remained at the forefront of luxury leather goods for nearly two centuries due to its savoir-faire, uncompromising craftsmanship, and outstanding quality.
• Richemont is the group that offers internal mobility as a growth accelerator.