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BOUCHERON CRM マネージャー / アシスタントマネージャー @銀座オフィス

Boucheron - Regular
Tokyo - Japan



This role is a part of Retail Excellence Team, under Retail & Sales department in Japan. The successful candidate will be the CRM Ambassador for the Maison, fully responsible for cultivating Maison’s CRM culture across the Japan network; Define, plan and execute local CRM strategy and action according to business priorities. This role reports to Retail Excellence Senior Manager.

Business Strategy & Business insights:

  • Liaise with HQ and Regional Retail Excellence team to analyze client behavior, build regional CRM strategy and action plans according to most up-to-date business trend. Actively exchange ideas with HQ and other regions on best practice to gain business support, business insights to develop a sustainable business plan for Japan.
  • Create monthly CRM dashboard on major PCRM KPIs and segmentation movement, monitor KPI performance in short/mid/long term, both quantitatively and qualitatively.
  • Create local contact plan includes global and regional CRM campaigns, work closely with Digital Communication team to create omni-channel experience and client journey.
  • Create and develop CRM analysis and provide insights according to business demand (client list by events, loyalty lists, Opportunity lists, Yearly Strat Plan support)
  • Responsible for the rollout of the CRM strategy, Omni-channel Client Experience projects and campaigns, define precise client segmentations and provide performance ROI analysis, continuously make proposals for improvement. Collaborate closely with HQ CRM on clienteling activations campaigns and provide meaningful feedback.

Management of CRM database, tools and budget:

  • Responsible for internal clienteling APP roll-out project by working closely with project coordinator, provide training for newcomers. Manage the usage of the digital tools and maximize the business impact through dedicated monitoring.
  • Responsible for client database management, maintenance and enhancement. Provide onboarding, bug reporting, collecting feedback, proposing improvements, and analyzing impact.
  • Responsible for building the local CRM community to improve overall data quality. Provide dedicated coaching to CRM Ambassador at stores, BMs and Sales Associate to ensure the achievement on major KPIs (ex. data capture, retention, transformation etc.)
  • Manage CRM budget to ensure the business efficiency and tactically plan the annual CRM activities to maximize the business impact.  

Client Development:

  • Proactively work with internal (Retail, Marketing and Event team), as well as external partners to generate new business opportunities and host events accordingly. Provide precise target list and proposal to ensure commercial ROIs. Provide performance analysis after the campaign on planning and strategic positioning.
  • Partner with Boutique Management to implement tailor made CRM programs. Support local activations, boutique openings, relocations, events, and client animations.
  • Cultivate CRM knowledge and clienteling culture across network through best practice sharing, training and dedicated support action to individuals with room of improvement.
  • Development of new tools aimed for one-to-one relationship between SA & clients.
  • Work closely with Client Service to identify client experience quality, gather clients’ feedback and develop specific program to achieve a high level of client satisfaction.
  • Support Retail Excellence team on client treatment related topics and daily task when needed.


  • 5 years’ experience in a CRM/Client Development role in luxury sector, with a strong understanding in luxury retail and HNWI business.
  • Logical and analytical thinking, ability to forecast and strategize.
  • Bilingual (English/Japanese), excellent communication skills in both written and verbal.
  • Exceptionally organized with great attention to details and able to be multitasking in a fast-paced environment.
  • Entrepreneur spirit, team player, enthusiastic, self-confident and self-motivated solution seeker.
  • Well-groomed, able to demonstrates an attitude of professionalism and reliability.


  • Great sensitivity to clients’ satisfaction with strong business sense on top.
  • Able to work flexibly and bring creative ideas/approach and execute independently.
  • Microsoft Office software (Excel, Word, PowerPoint)
  • Flexibility to travel domestic and overseas.

Language Skills:

  • Japanese: Fluent
  • English: Fluent
  • Full time
  • Asie
  • Japan

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