OVERVIEW OF THE ROLE:

Project manager ensures that projects are implemented locally according to the defined schedule and with the appropriate configurations / customizations (or where applicable required by the market). He/she is the key partner for the successful implementation of new CRM & data tools in Japan. In addition to providing oversight, leadership and professional project management expertise at every phase of project implementation, he/she is also responsible for fostering collaborative and positive working relationships with all stakeholders (including local teams, APAC teams and headquarters teams) Finally, he/ she is also responsible for not only implementing but also ensuring what was launched becomes operational.

ROLE AND AREA OF RESPONSIBILITIES:

‐Lead the implementation of CRM & Data projects*

• Lead, control and coordinate project schedule & implementation to make sure the project is completed on time and Japan-specific needs are met.

• Contribute to the functional specification of projects in the design phases.

• Be the key contact for the run phase as well as support of Clarins Japan internal stakeholders, in line with APAC CRM team.

• Liaise with the different parties involved (whether internal or external) to track and manage the project efficiently and report the status of the project to top management

• Provide a basis for the user manuals needed in the frame of the project

• Perform UATs and do the follow-up on the KO cases

• Manage data migration where needed within project scope

• Drive change management in collaboration with internal stakeholders and APAC teams to ensure a smooth go-live of the projects.

• Understand the business needs of Clarins Japan and perform gap analysis to assess the best way to launch the project / tool in Japan

• Analyse issues, identify gaps, risks and areas of improvement, and propose solutions to be implemented

• Ensure constant calibration between project teams and other stakeholders at regular intervals

• Create and maintain comprehensive project documentation (user manuals, training materials, SOP guidelines, etc) * Projects may involve database system, loyalty systems.

‐Provide data insights & analysis

• Provide monthly CRM report (CRM KPI/ Campaign or activity result)

• Generate insights from sales data to support CRM team

• Analyse the purchasing patterns, migration of customers, and recruitment of new customers per store and retention of existing customers to support Japan main CRM KPIs.

‐Managing Customer database

• Monitor, investigate and optimize customer data’s quantity and quality from source systems to the CRM database

• Lead the maintenance of customer data (data control, cleaning, deduping, archiving, and troubleshooting…)

‐As a CRM expert, lead CRM activities and communications to maximize LTV with realising omni customer journey

• Be a strong support implementing omni loyalty program and activities with CRM manager.

• Plan the customer communication journey in alignment with the CRM strategy and marketing plans, in collaboration with the CRM manager.

CANDIDATE PROFILE / CAPABILITIES:

‐Mandatory:

• Business level of English, netive level of Japanese

• High analytical skills

• Advanced level of computer literacy in Microsoft Office, especially Excel

• Project management skills: prior experience in CRM systems/projects implementation would be a plus

• Good presentation skills

• High communication skills

• Interpersonal skills

• B2C business experiences

• 3-5years extensive experience of CRM / IT / EC Education/Degree:

• Bachelor’s degree

‐Background including total years of experience:

• 3-5 years background in CRM/data analytics/campaign management/ project management, both on and offline

• Previous relevant experience(s) in B-to-C Data, preferably in an international retail environment

‐Key Qualifications:

• Retail business experience

• Experience in working with databases, audience segmentation and email marketing platforms

• Advanced understanding of data journeys (data modelling, data flows, data quality, deduplication…), knowledge of SQL, data visualisation tools like Qlik Sense or Tableau

• Strong capabilities in Project Management

• Experience of CRM/lifecycle planning, including segment identification, trigger definition, journey planning and testing.

• Interest in technical projects and experience working closely with IT teams

• Experience with Marketing Automation

• Good with numbers, have strong analytical skills and problem-solving capabilities

• Strong presentation skills with excellent written and verbal communication skills

• Familiar with concepts like HTML and JavaScript (a plus)

‐Key Soft Skills:

• Ability to communicate clearly and create good relations with others

• Strong collaborator with influencing skills to bring people together in solving problems, and resourceful in finding ways to get things done

• Open-minded, adaptive to change and flexible in an evolving fast-paced environment

• Customer-obsessed (strives to understand customer’s expectations)

• Genuinely looking forward to new challenge