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About the Role
The Client Strategy & Communication team focuses on building and strengthening client relationships through digital CRM initiatives and data-driven communications. We leverage client data to understand behaviors and create personalized communication plans that enhance engagement, foster loyalty, and build brand affinity.
Responsibilities
- Lead end-to-end EDM operations, including planning, client targeting, coordination, testing, deployment, performance analysis, and reporting using Salesforce Marketing Cloud and internal systems.
- Drive initiatives to acquire client data, expand the client database, and nurture clients through a strategic client journey.
- Develop and implement annual EDM and marketing automation plans in coordination with corporate divisions and external vendors.
- Manage communication pressure and delivery schedules across three divisions to ensure optimal communication and prevent client outflow.
- Analyze and measure campaign results and implement PDCA cycles for future planning.
- Analyze competitor CRM initiatives to identify learnings and opportunities, consolidating findings into reports for business teams.
- Identify and resolve EDM campaign management and Marketing Cloud technical issues by collaborating with IT teams and stakeholders.
- Support CRM-related projects by working with IT and client engagement teams.
- Manage projects in a timely manner and within budget.
- Build collaborative relationships with multiple stakeholders and effectively negotiate to achieve shared objectives.
- Take ownership and proactively drive initiatives forward in ambiguous situations.
Requirements
- At least 3-5 years of work experience in the client communication field.
- Experience in owned platform management, such as email delivery and LINE post management, and marketing automation.
- Experience in Salesforce Marketing Cloud management skills.
- Strong analytical skills in client data and big data.
- Strong CRM marketing literacy, including a solid understanding of key concepts, knowledge, and terminology, particularly in retail and luxury brand businesses.
- Digital skills and a strong interest in digital technologies, including AI.
- Strong logical thinking and critical thinking skills; ability to identify issues from a big picture perspective and proactively take actions to resolve.
- Experience in a project management role, ideally in global projects, and ability to work harmoniously with others and negotiate.
- Demonstrates integrity and humility, with a genuine interest in and respect for our brand.
- Positive mindset toward contributing to an inclusive culture and collaborating with diverse teams.
- Eager to take on challenges and drive continuous improvement by thinking beyond existing frameworks.
Skills
- Salesforce Marketing Cloud
- Salesforce Service Cloud
- Email delivery
- LINE post management
- Marketing automation
- Client data analysis
- Big data analysis
- CRM marketing
- Digital technologies
- AI
- Project management
- Negotiation
- Collaboration
- Business-level English
Experience Level
- 3-5 years
About the Company
- Client Strategy & Communication team aims to recruit, nurture, and strengthen long-term relationships with clients through digital CRM initiatives powered by our client database.
- By leveraging comprehensive client profile, purchase, and engagement data, we develop a deep understanding of individual behaviors and personas.
- EDM is a key touchpoint in delivering brand communications.
- Using CRM insights, we create strategic and personalized communication plans that reach the right audience at the right time with the most relevant brand content.
- Through well-managed, data-driven communications, we aim to enhance client engagement, foster loyalty, and build lasting affinity with the brand.