すべての求人情報 顧客サービスマネージャー

Group Job Family Sales Omni Channel Job Family Retail Management Region/ Market/ Country: Japan Location: Tokyo Company: Balenciaga Japan Department: Retail Business Title: Client Development & VIC Manager Position Title: Client Development & VIC Manager Direct Report to: Japan Retail Director Main Objective of the job The Client Development & VIC Manager is responsible for leading the relationship strategy with the brand’s most valued clients (VICs) and driving client loyalty and revenue growth through the planning and execution of CRM strategies. This role oversees exclusive VIC events, CRM data analysis, and the design of personalized client experiences. The manager will supervise one CRM Specialist and collaborate cross-functionally to support the brand’s continued growth. Performance Indicators Perform strategic analysis to develop and optimize sales networks, ensure geographical footprint optimization leveraging on the best store formats and retail mix Sales target achievement Retail KPI - Sales - Prospect - # Clients : New / Existing - Segmentation : VVIC / VIC - Customer profile VIC MANAGEMENT: Responsible for elevating VIC client experience in-and-out of the store vis-à-vis High Segment KPIs and reflecting the brand ambitionPlan and implement in-store and offsite events, in sync with HQ and local Marketing, Retail, Training, Merchandising and VM functionsIdentify and engage external commercial partnerships to drive new VIC recruitment strictly respecting and maintaining Brand imageManage end-to-end overseas brand experiencesActively propose and implement new VIC in-store activations to drive upgrades and VIC client retentionManage post event analysis in conjunction with Retail and PR & COM teamSupport all other VIC/High Segment related initiatives and ah-hoc projectsAct as a key support to in-store Sales ExpertsGuide, coach and train store teams to enhance VIC engagement, retention and upgradesManage dedicated VIC event budget and monthly forecast/accrualsInternal Key relationships Local Teams: Retail, Merchandising, Visual Merchandising, PR & Communication, Store Planning, Logistics External Key relationships External Business partners such as venues, hotels, restaurants, other brands, travel agencies, etc. Key Experiences - 5+ years of experience in client relationship roles within luxury, high-end retail, or hospitality - Hands-on experience in CRM or data-driven marketing - Proven track record in planning and executing high-end client events - Team management experience - Strong interpersonal and communication skills - Business-level English proficiency - Experience with CRM platforms - Deep understanding of and interest in fashion and luxury - Proficiency in data analysis tools Key Knowledge & Competencies Strong sensibility Retail business acumen Analytical approach and sharp problem solving Project management skills Teamwork/Collaboration Ability to leverage best practices, share and reapply Leadership Behaviors INCLUSION You create a high-performing team and foster a fair and respectful environment where each individual's uniqueness is valued VIGILANCE You anticipate opportunities and threats so as to lead in the long run AUDACITY You are quick to seize opportunities, turning potential failures into success TENACITY You are true to your ambition when times get tough and weather the storms with your team Personal Qualities Integrity Ability to multitask and prioritize Active listening skills Hands-on and strategic Action oriented paired with solid organizational skills (planning and monitoring) Fluency in English and Japanese

業務内容 20% Customer Communication Design · Design the customer communication calendar collaborating with the eCommerce/Retail/Brand Marketing team for all applicable brands, based on the focus products/marketing activations/promotions/key digital and retail initiatives. · Define audiences for each campaign to maximize engagement. · Leverage customer data to develop personalized experience. · Implement AB testing plan when applicable to gain analysis and insight into email/LINE subscriber behavior. 35% Email Marketing · Be responsible in planning, executing and reviewing automated behavioral and educational emails by collaborating with the partnered vendor and global digital technology team. · Build relevant audience for each campaign in Cordial. · Responsible for forecasting and tracking KPIs for email channel. 25% LINE Messaging · Be responsible in planning and executing LINE communication by collaborating with the partnered vendor and internal brand marketing team. · Build relevant audience for each campaign in Amperity. · Responsible for forecasting and tracking KPIs for LINE messaging. 20% Data Management & Reporting · Analyze CRM campaign performance data and drive improvements through scalable strategies. · Track KPIs and report weekly/monthly/quarterly to the stakeholders to capture the insights and actionable items. · Identify and isolate data issues, provide resolution by troubleshooting or engaging other related technology groups. 副業禁止

< 優遇 > 店舗 経験 方 同業界 部門 他部門可 経験 方 業務且 業務経験 企画 店舗 導入経験 新規 立 上 推進経験 英語力 会話 業務内容 業務全般 在庫手配 在庫 手配/手配不可時 客様連絡(電話 ) 配送修理 見積 進捗 客様連絡 電話 入力 集計 進捗確認 業務 /他部署 社内電話連絡等 客様 変更 連絡 電話 業務 分析 学歴 高卒以上 求 人物像 新 知識 IT 使用 事 前向 方 数字 論理的 解決 判断 方 現場 業務 積極的 方 相手 問 円滑 取 計画性 持 形成 行 方 好奇心旺盛 変化 対 柔軟 受 身 自律的 仕事 遂行 個別最適 常 全体最適 考 耐性 勤務時間 就業時間 9:50-18:20 変更 可能性 日7.5H 休憩1時間 制 土日 祝日出勤 残業 月平均20時間程度 勤務地情報 勤務地 銀座 住所 東京都中央区銀座2-7-17 銀座 6F 銀座本店 同 以上 応募 [email protected] 受 付 件名 CCC ADM応募 記載