GUERLAIN リクルート

Guerlain (Japan) is looking for a CRM Manager in Tokyo. This position will be reporting to Digital Director and with two direct reports: CRM Clienteling Specialist & Data Analyst. MISSION STATEMENT The CRM Manager is responsible for defining and executing the Maison’s CRM strategy to expand the customer base and drive long-term customer value, loyalty, and brand desirability. This is achieved through a balanced approach of data-driven one-to-many CRM activations and high-touch one-to-one Clienteling strategies. Leveraging customer data and insights, the CRM Manager delivers personalized, omnichannel experiences, supports both robust retail and growing digital business objectives, and enhances personalization to elevate the overall client experience that reflect Guerlain’s heritage and savoir-faire within a luxury beauty environment. MAIN RESPONSIBILITIES 1) CRM Strategy & Management Develop and implement a CRM strategy aligned with Guerlain’s heritage, brand positioning, and long-term client equity Oversee the customer lifecycle across acquisition, retention, reactivation, and top-tier (VIC) development with omni-channel touch point approach. Design and maintain refined customer segmentation frameworks based on engagement, value, and behavioral insights 2) Clienteling & One-to-One Engagement Define and implement clienteling approach, enabling Beauty Advisors to deliver refined, personalized one-to-one interactions Translate customer insights into actionable clienteling guidelines, including tailored client prioritization, communication touchpoints, and follow-ups Monitor clienteling performance metrics, including tiered customer engagement, VIC retention, and active client participation Foster emotional connections and elevate the client experience through high-touch, luxury interactions that reflect Guerlain’s heritage 3) One-to-Many Activation communication Develop and maintain a balanced framework between one-to-many CRM activations and one-to-one interactions Define and craft a refined client contact and communication strategy across multiple touchpoints, including but not limited to LINE, EDM, and DM, with cadence and guidelines that respect luxury brand standards 4) Loyalty Program & VIC EVENT Management Develop and evolve loyalty programs to strengthen long-term client engagement and membership value, while enabling relevant cross-category opportunities. Collaborate with retail team &VM team to deliver tailored, emotionally resonant experiences for VIC clients (GAISHO/VIC EVENT/etc) Tracking loyalty program performance and provide actionable insights to continuously refine loyalty program 5) Data Analytics & Insights Own CRM and clienteling performance analysis across retail and digital touchpoints Analyze key KPIs across business dimensions, including retention, frequency, client profile, purchase journey, and cross-selling, to provide actionable insights that guide CRM strategy, clienteling prioritization, and commercial decision-making Deliver regular dashboards and reports that support strategic initiatives while enabling elevated and emotionally resonant client experiences 6) Campaign Measurement & Optimization Define success metrics and frameworks for both one-to-many CRM campaigns and one-to-one clienteling activities Conduct post-campaign analysis to identify opportunities for refinement in segmentation, messaging, and journey design Ensure campaigns and clienteling actions consistently enhance the Maison’s prestige and emotional resonance with clients 7) Cross-Functional Collaboration Work closely with Retail TEAM, Marketing TEAM, Digital TEAM, VM TEAM, Logistic and IT teams in a matrix organization With closely communication with HQ team to align local execution with global Guerlain / LVMH CRM frameworks, maintaining consistency with the Maison’s identity 8) CRM Operations & Governance CRM budget planning and resource allocation in alignment with brand priorities and strategic initiatives CRM related product forecasting and stock management Oversee CRM-related systems and tools, ensuring effective usage, data quality, and continuous improvement CRM internal team management Since 1828, Guerlain has always been about revealing wonders – through the crafting of exceptional, audacious fragrances and beauty products. We run a transformation at a fast pace and are onboarded on the accelerating elevation journey that will lead us to the clear destination of being the most iconic high perfumery and high cosmetic house in image and products, above the competition, the most exclusive one.

Guerlain (Japan) is looking for Fragrance Training Manager who will be responsible for developing and implementing training programs that enhance the knowledge, skills, and sales performance of Guerlain Beauty Ambassadors and Fragrance experts. This role plays a crucial part in ensuring that staff effectively represent and sell fragrance brands, ultimately driving sales growth and brand loyalty. This position will be reporting to Education & Development Director (Division Head), and located in Tokyo. MAIN RESPONSIBILITIES Curriculum Development Develop and implement effective training programs to enhance Beauty Ambassadors' (BAs') and Expert's productivity across client interactions, retailing methods, counter activities, and product knowledge, in accordance with Guerlain Academy guidelines and materials. Establish an annual training calendar synchronized with the marketing calendar and HQ guidelines, incorporating relevant marketing messages. Coordinate training availabilities with central/regional teams. Facilitate the Guerlain Academy module and updated brand workshops for MBC retailers. Support the maintenance of digital tools, including "Be Guerlain." Training Delivery Conduct interactive training sessions for BA's, Experts and Sales, utilizing various training methodologies (in-person workshops, online webinars, on-the-job coaching). Train expert-level BAs and conduct "Master Classes". Design and develop engaging and informative training materials (presentations, manuals, online modules, interactive exercises) covering topics such as fragrance families, fragrance notes, application techniques, sales strategies, customer service, and brand storytelling. Performance Evaluation Assist in assessments for the Expert program and other educational initiatives. Regularly assess training needs and tailor programs to address specific skill gaps and knowledge deficiencies. Stay up-to-date on industry trends, product launches, and competitor activities. Conduct strategic counter visits to provide on-the-job training for improved sales techniques and guide counter managers (CMs) on overall counter management, in collaboration with the retail team. Event and Animation Support Support the successful execution of events and animations through various activities, including: Providing support and coaching to BAs, Experts and Sales teams on product knowledge, sales techniques, and customer interactions. Develop tools and resources (manuals, quick reference guides, product information sheets, selling scripts). Implementation and facilitation of specific activities, as well as on-site event support for BAs and CMs.Others Work closely with Marketing, Digital and Sales team to align training with brand strategy and product launches. Collaborate with retail partners to implement training and ensure consistent brand messaging. Oversee all fragrance training programs and manage budget effectively, tracking expenses and ensuring cost-effectiveness. Develop and deliver onboarding programs for new hires, providing foundational knowledge and skills. Working Relationship Sales, Marketing & Communication All Department Heads and Staff All Counter Manager and Beauty Ambassador HQ Training Department Language Skills Japanese (Business - Native) (JLPT 1) English (Intermediate - Business) (TOEIC 650 / TOELF iBT 71) Desired Personal Attributes: Positive and enthusiastic attitude. Genuine interest in developing others. Strategic thinking and planning capabilities. Collaborative work style with colleagues at all levels. Commitment to personal growth and responsiveness to feedback.

Guerlain (Japan) is looking for a Product Manager. This position will be reporting to Product Marketing Manager and located in Tokyo. MISSION STATEMENT Develop and implement specific category's strategy to achieve sell-out target Plan, implement, and analyze effective novelty launches and elevate existing catalog products - especially HERO products - through efficient national promotions Manage specific category's product lifecycle efficiently in close collaboration with HQ, DP, Supply, and RAQA, including addressing product-related issues, including products, samples, and testers. Support HQ in new product development initiatives Collaborate closely with HQ to generate positive synergy to Guerlain Japan MAIN RESPONSIBILITIES 1. Product Marketing Strategy Develop annual category strategies to achieve sales targets, including KPI definition, audience targeting, and execution of monthly marketing plans. Lead 360 launch strategies for HERO products and new products, ensuring alignment with brand and business objectives. 2. Product Marketing Operation Collaborate cross-functionally to execute operational tasks related to product launches. Provide strategic insights to Demand Planning to support accurate forecasting for new and existing SKUs, and partner with Supply Planning to ensure seamless execution. Manage sales and expense budget 3. Analysis & Reporting Leverage Excel, BI tools and dashboards to conduct daily sales and CRM analysis, delivering proactive insights to internal stakeholders. Analyze 360 activation performance and result for major launches and report to HQ. Monitor competitor products, activations, and media exposure to build differentiated planning, compelling messaging, and identification of market opportunities. 4. Copy Development Create compelling messaging tailored to brand tone and manner, product features, target audience, and competitive landscape. Leverage knowledge and understanding of Culture and Art, and create impactful and emotional claims. WORKING RELATIONSHIPS Marketing Department Team Members Sales team (offline & online) Digital & CRM team Media team Social Media, PR, Creative team Event team Supply & Demand team Education team BPM HQ Marketing / R&D functions LCS Managers Since 1828, Guerlain has always been about revealing wonders – through the crafting of exceptional, audacious fragrances and beauty products. We run a transformation at a fast pace and are onboarded on the accelerating elevation journey that will lead us to the clear destination of being the most iconic high perfumery and high cosmetic house in image and products, above the competition, the most exclusive one.

Guerlain (Japan) is looking for a SPA Trainer. This role will maximize Institute & Spa sales and elevate brand image by providing training to licensees, SOCIE/ESGP, and Guerlain local retail population as the Guerlain SPA trainer. This position will be reporting to Education & Development Director (Division Head) and located in Tokyo. MAIN RESPONSIBILITIES Guerlain SPA Trainer Representing the history, heritage and values of Guerlain and to transmit it to our Beauty Experts all over our Retail Population and to our Spa team Be sure to respect the quality of our treatments and all our protocols and processes (Method, customer journey) Coach, follow and motivate local Socie Spa Trainers Check and respect Protocols Safety Organize offline and online local Training sessions Organize Training sessions for SPA and Retail Cabins where there is paid treatments and for Retail Cabins where there is Free treatments Check and follow up of SOCIE/ESGP, Cabins during regular Market visit Help and support with Spa International team to update, create and develop communication tools Train the trainers for non-paid treatments when no one from Skincare training team goes to Paris for updated protocols Insure smooth communication between Local training team and International Spa Training team Check and follow Guerlain Visual Merchandising and Retail Design guidelines at SOCIE/ESGP AS SPA Expert Perfect Knowledge of Guerlain SPA Protocols and methods To do Treatments for Journalists, VIP, and during masterclasses when necessary Act as Ambassador of Guerlain to transmit Spa Know How INTERNAL WORKING RELATIONSHIPS Sales Marketing & Communication HQ Guerlain SPA Department HQ Guerlain Academy EXTERNAL RELATIONS SOCIE, Esthetic Salon Guerlain Paris DEVELOPMENT OPPORTUNITIES Spa Training Manager and in also other LVMH group companies Since 1828, Guerlain has always been about revealing wonders – through the crafting of exceptional, audacious fragrances and beauty products. We run a transformation at a fast pace and are onboarded on the accelerating elevation journey that will lead us to the clear destination of being the most iconic high perfumery and high cosmetic house in image and products, above the competition, the most exclusive one.