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About the Role

The Owner Experience Manager will lead CRM and owner engagement strategies to drive customer lifetime value, retention, and brand loyalty for Dyson Japan. This role connects owned channels with a best-in-class owner experience, using data-driven decisions and a strong understanding of premium brand experience to deliver personalized customer journeys.

Responsibilities

• Define and execute CRM strategies aligned with Dyson Japan’s e-commerce and omnichannel growth objectives.
• Develop and manage customer segmentation frameworks based on transactional and behavioral data.
• Design and continuously optimize end-to-end customer lifecycle journeys.
• Set and track key KPIs including LTV, retention, repeat purchase rate, and engagement.
• Design and elevate the end-to-end owner experience across digital and offline touchpoints.
• Develop engagement programs for Dyson owners, including onboarding journeys, education content, and usage activation.
• Plan and execute owner-focused initiatives such as product care programs, exclusive campaigns, and events.
• Deliver premium, brand-consistent experiences that reinforce Dyson’s positioning.
• Lead personalized communication strategies across channels (Email, LINE, App, SMS, and Direct Mail where relevant).
• Own campaign planning, execution, and optimization across CRM channels.
• Leverage marketing automation tools to scale lifecycle marketing programs.
• Conduct A/B testing and continuously improve performance through insights.
• Analyze CRM and e-commerce customer data to generate actionable insights.
• Translate data into clear recommendations to improve engagement, conversion, and retention.
• Develop reporting frameworks and dashboards to track CRM performance.
• Partner with Data/IT teams to enhance data quality and CRM capabilities.
• Work closely with E-Commerce, Digital Marketing, Retail, and Customer Service teams to ensure a seamless customer experience.
• Partner with global and regional teams to align on best practices and frameworks.
• Collaborate with Product, Brand, and Content teams to ensure consistency across touchpoints.
• Implement and manage customer feedback mechanisms (NPS, post-purchase surveys, reviews).
• Identify key pain points and opportunities across the owner journey.
• Drive continuous improvement initiatives based on customer insights.

Requirements

• 4–6+ years of experience in CRM, lifecycle marketing, or customer experience.
• Strong experience working with e-commerce and direct-to-consumer (DTC) business models.
• Proven ability to design and execute data-driven CRM strategies.
• Hands-on experience with marketing automation platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Braze, etc.).
• Strong analytical capability and experience working with customer data.
• Experience managing cross-functional stakeholders.
• Experience in premium/luxury or consumer electronics brands.
• Experience in the Japan market with strong understanding of local consumer behavior (e.g., LINE ecosystem).
• Familiarity with subscription, replenishment, or product ecosystem-based businesses.
• Working experience in a global or matrix organization.
• Knowledge of BI tools or basic SQL is a plus.

Skills

• Customer-first mindset with strong attention to detail.
• Data-driven and commercially oriented thinking.
• Strong ownership and execution capability.
• Excellent communication and stakeholder management skills.
• Ability to balance global consistency with local relevance.

Location

• Japan

Work Type

• Full-time

Experience Level

• Mid-level

About the Company

• Dyson employs 14,000 people and is present in more than 80 countries.
• Dyson aims to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing products and processes.
• Dyson is involved in pioneering new technologies and approaches to engineering education through the James Dyson Foundation, James Dyson Award, and Dyson Institute.
• Dyson fosters a diverse environment that emphasizes respect, teamwork, empowerment, development, and equality.
• Dyson is focused on solving problems others have ignored using technology and ingenuity.

Equal Opportunity

• Dyson is an equal opportunity employer.
• Employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.