Job Summary

Lead Aesop Japan's day-to-day CRM operations across customer communication and engagement activities.

Job Summary

Lead Aesop Japan's day-to-day CRM operations across customer communication and engagement activities.

Job Responsibilities

Customer Communications

• Content planning
  
  • Have a clear understanding of the existing content streams to identify what can be used locally
  • While synchronizing with the right stakeholders locally and beyond, ensure relevant and timely production and planning of our customer communications
  • Use data analysis and customer voice to suggest engaging content that can be specifically designed for Japan (including the possibility of creating it locally)
• Calendar roll-out
  
  • Sync with the relevant parties to build the communications that will be sent based on the marketing calendar
  • Ensure that all communications are sent as planned
• Performance analysis
  
  • Analyze the performance of our customer communications and propose improvements
  • Design and produce performance dashboards for use in cross-team meetings and with the Region/Global teams

Contactability

• Monitor our subscriber data to ensure that our contactable customer base is growing consistently, identify the best practices and alert the relevant stakeholders in case of issues
• Design and update the customer contact strategy (importance of contact information, usage, objectives) and drive the necessary changes
• Implement legal updates (i.e. privacy policy) and ensure that our contactable base is aware of them in the most appropriate and timely manner

Customer Engagement

• Propose initiatives to strengthen our customer loyalty (define target customers, actions) and lead their implementation
• Monitor and understand how our customer base is trending (new, active, lost, etc.), communicate with the right stakeholders and be able to suggest strategic and creative ideas accordingly
• Provide customers insights to support the Stores & Retail team, as well as the Customer Marketing team (workshops)

Job Responsibilities

Customer Communications

• Content planning
  
  • Have a clear understanding of the existing content streams to identify what can be used locally
  • While synchronizing with the right stakeholders locally and beyond, ensure relevant and timely production and planning of our customer communications
  • Use data analysis and customer voice to suggest engaging content that can be specifically designed for Japan (including the possibility of creating it locally)
• Calendar roll-out
  
  • Sync with the relevant parties to build the communications that will be sent based on the marketing calendar
  • Ensure that all communications are sent as planned
• Performance analysis
  
  • Analyze the performance of our customer communications and propose improvements
  • Design and produce performance dashboards for use in cross-team meetings and with the Region/Global teams

Contactability

• Monitor our subscriber data to ensure that our contactable customer base is growing consistently, identify the best practices and alert the relevant stakeholders in case of issues
• Design and update the customer contact strategy (importance of contact information, usage, objectives) and drive the necessary changes
• Implement legal updates (i.e. privacy policy) and ensure that our contactable base is aware of them in the most appropriate and timely manner

Customer Engagement

• Propose initiatives to strengthen our customer loyalty (define target customers, actions) and lead their implementation
• Monitor and understand how our customer base is trending (new, active, lost, etc.), communicate with the right stakeholders and be able to suggest strategic and creative ideas accordingly
• Provide customers insights to support the Stores & Retail team, as well as the Customer Marketing team (workshops)

Respect

We take every opportunity to work together in an environment of mutual trust, candour and honesty. We believe that the best and most creative ideas are arrived at and accomplished collectively, with personal and cultural differences celebrated and fostered.

Behaviour:

• Initiates and maintains open, trusting relationships at every opportunity
• Builds on ideas collectively, works positively with others to create shared achievements
• Values and celebrates personal and cultural differences, and endeavours to learn from them
• Genuinely listens to what others have to say and provides candid feedback where appropriate.

Creativity

We embrace all creative possibilities and challenges, particularly those that arise in times of change and evolution. We have a strong desire to learn more, aim higher and examine more keenly, with a love of the unusual and interesting. We explore ideas and have a thirst for deeper understanding through constructive debate.

Behaviour:

• Embraces and supports creativity, and promotes choosing a different path
• Displays a desire to delve deeper and understand situations more fully
• Develops several approaches or solutions to a problem
• Explores, investigates and debates new ideas with others in order to make well-formed decisions

Excellence

We go beyond what is expected, seeking to have a broader and longer lasting impact and producing outcomes of impeccable quality. We are unremitting in the pursuit of excellence; attention to detail and quality permeate every aspect of our working day.

Behaviour:

• Goes beyond what is expected, considers the longer-term impact of decisions and actions
• Takes accountability for delivering impeccable outcomes, displaying unrelenting attention to detail and quality
• Keeps the exacting standards Aesop customers have at the forefront and consistently strives to exceed these expectations
• Faces shortcomings and acknowledges strengths, and strives for ongoing growth

Passion

We apply energy and enthusiasm to all our activities and express passion in our working life. We have the strength to bounce back from setbacks and continue in our enthusiastic pursuit of creative endeavours.

Behaviour:

• Applies energy and enthusiasm, choosing to take on greater challenges and more creative pursuits
• Passionately advocates for Aesop products and culture
• Demonstrates resilience in the face of obstacles, reassess and shows adaptability in moving around the setback

Integrity

We hold fast to an unwavering moral compass predicated on honesty, effort and quality. Integrity, principles and ethics matter to us, and resonate within every decision we make.

Behaviour:

• Demonstrates a genuine moral compass when making decisions, acting ethically and responsibly
• Shows consistent and genuine sensitivity to the needs of others
• Remains open to sharing information with others to help them perform

AESOP COMMITMENT

Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive

workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief

that diversity, inclusion and belonging plays an important role in the success of our organisation. We actively encourage

everyone to consider becoming a part of our journey.

Qualifications

• Experience in CRM role


• A strong drive to make things happen and a passion for change management


• Interest in data and analysis


• A strong interest in user experience and the ability to put yourself in the customer's shoes


• A point of view when it comes to curation and/or aesthetic


• A will to constantly learn new things and see new things as an opportunity for growth


• Experience or knowledge in the beauty industry would be a plus


• Ability to communicate in English via email and calls