Overview

INTRODUCTION

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

JOB PURPOSE

Supporting Client Engagement Senior Manager, and key purpose is to drive and be responsible for CRM performance in the region.

This role will act as central coordinator of resources (Budget, Training and Regional Value Proposition) and key stake holders (S&P, BPC, Customer Insight, Marketing Retail Operations, Finance) with the aim to plan and implement through the Retail Line a consistent and commercially impactful customer strategy, aligned with the global strategy. 

RESPONSIBILITIES

 

CRM  PERFORMANCE

  • In partnership with corporate Client Engagement senior manager, Regional Customer Insight define Regional retention targets for the region and individual stores
  • Report back to corporate Client Engagement Sr Manger on performance and customer retention strategy plans. Provided regular feedback.
  • In partnership with regional customer insight regularly monitor regional and store's performance and obtain the necessary insight to unlock specific opportunities.

 

CUSTOMER RETENTION STRATEGY PLANNING 

  • In line with the Global Customer Retention Strategy, develop yearly, quarterly and monthly regional plans to be executed through the Retail line 
  • In partnership with Regional Customer Insight, interpret on a monthly basis key top customers retention opportunities and input this as part of the customer strategy plans for the Retail leaders. 
  • In partnership with Marketing define the regional/country value proposition that would maximise the overall contact strategy targeting Work with Events & Retail marketing team on event planning and logistics, including critical paths, budgets, venue and list agency sourcing etc. as well as post event reporting and analysis, work closely with other Burberry teams to ensure deadlines are met and all parties are kept informed 
  • Compile competitor CRM gift and event report to improve the quality of Burberry CRM contents 
  • Assist Sales Associates outreach activities by creating outreach asset and wording guideline 
  • In partnership Training team, define a holistic CRM training plan, looking at on-boarding, ongoing support and ad hoc training needs

PERSONAL PROFILE

  • Great communicator with leadership and Influencing skills 
  • Team Player 
  • Business Acumen 
  • Experienced in CRM/Client telling Role 
  • Strong Analytical Skills 
  • Project Management Experience 
  • Solid Retail Experience preferred 

MEASURES OF SUCCESS

  • CRM performance meets KPI’s targets 
  • Solid and globally aligned Customer Retention Plans 
  • Consistent Retail Execution 

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

#LI-IL1

Posting Notes: Japan || Not Applicable || Tokyo || RETAIL OFFLINE || JAPAN – RETAIL MANAGEMENT || n/a ||

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