CD, CRM & Client Engagement Senior Manager, Christian Dior, Tokyo

Description

This position reports to Client Development Director,

Main mission is to lead the development, localization, implementation, and continuous reinforcement of CRM strategies to drive a customer-centric culture, strengthen client engagement, and support sustainable business growth across all relevant areas of the business.

Les missions

Christian Dior G.K. is seeking CRM & Client Engagement Senior Manager!

MAIN RESPONSIBILITIES

Lead CRM Strategy, Insights, and Intelligence:

• Define and lead CRM strategy: Translate global CRM priorities into locally relevant strategies, action plans, and measurable KPIs that support business growth and client engagement.
• Lead client insight generation: Oversee in-depth analysis of client behavior, segmentation, purchase patterns, and engagement trends to maximize business opportunities.
• Drive campaign performance: Lead targeting, execution, and post-analysis for launches, events, call campaigns, gifting, and clienteling actions, ensuring continuous improvement.
• Drive CRM KPI governance: Lead weekly and monthly CRM reporting, clienteling KPI forecasting, performance follow-up actions.
• Ensure client data policy: Enforce stringent client data policies to ensure the utmost protection of client information.

Elevate In-Store Clienteling and Client Development:

• Lead clienteling excellence: Set the strategic direction for boutique clienteling activities, ensure consistent implementation of best practices across boutiques.
• Foster private appointment culture: Identify challenges, propose solutions, foster a culture of private appointments and contribute to local business.
• Coach and influence boutiques: Provide senior-level guidance to boutique teams and store CRM communities to strengthen client relationship-building, outreach quality, and business generation.
• Improve clienteling tools and processes: Identify operational needs, propose improvements, and partner with HQ and local teams to enhance CRM tools, data quality and user adoption.

Training, Team Development, and Change Management:

• Develop CRM culture: Foster a client-centric mindset across office and boutique teams through regular communication, In-store CRM Specialist and CDM community animation, and best-practice sharing.
• Lead cross-functional projects: Manage CRM-related projects from planning to execution, coordinating stakeholders and ensuring timely delivery with measurable impact.
• Support team capability building:
  Partner with Training and Retail teams to elevate clienteling skills, data literacy, and consistent adoption of clienteling tools.

Ensure client loyalty and satisfaction throughout the client journey:

• Lead gifting and client treatment strategies in line with global guidelines, business priorities, and local requirements.
• Manage gifting budgets, monitor cost evolution, and optimize allocation based on client segments, business potential, and ROI.
• Tactical targeting for client events, track and evaluate the impact of event attendance, and offer strategical client journey for future client development.

Collaborate with Client Service Center (CSC):

• Lead collaboration with the Client Service Center on local client activities, Japan-specific call campaigns, inquiry trends, service feedback, and opportunities to improve the end-to-end client journey.

Profil

Qualifications: Education University graduate degree; business, marketing, data analytics, or related field preferred Experience / Knowledge / Skills Minimum of 10 years of experience in Client Development, CRM, Client Relationship Management, retail marketing, or CRM analytics, preferably within luxury or premium lifestyle brands Proven ability to lead CRM strategy, client segmentation, targeting, campaign performance analysis, and KPI governance Strong analytical skills with the ability to translate data into clear business insights, recommendations, and action plans Experience leading cross-functional projects and influencing stakeholders across boutiques, office teams, HQ, and external partners Strong knowledge of CRM tools, clienteling platforms, reporting dashboards, and business intelligence tools such as Microsoft Excel, Access, Tableau, D-Qlik, Power BI, or equivalent Solid understanding of client data governance, privacy policy, data quality, and responsible use of client information Excellent communication, collaboration, stakeholder management, and presentation skills Experience with omni-channel and digital CRM, clienteling application and tools, and digital client engagement initiatives Language Japanese: Native level English: Business level in speaking and writing; TOEIC 750+ or equivalent preferred

Informations complémentaires

DEVELOPMENT OPPORTUNITIES

• This role offers significant career advancement within Dior or the larger LVMH luxury group.

Perspectives d'évolution

DEVELOPMENT OPPORTUNITIES

• This role offers significant career advancement within Dior or the larger LVMH luxury group.