Clienteling & CRM Manager

Location TokyoTokyoJapan
Type Other
Seniority Manager
Posted Mar 16, 2026
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Richemont (Chloé) seeks a Clienteling & CRM Manager in Tokyo to lead CRM strategy and omnichannel clienteling for the brand.

Overview

Chloé is a Parisian luxury fashion house renowned for its feminine ready-to-wear and leather goods. The brand operates within the Richemont Group, a global luxury goods holding company that supports a portfolio of maisons while fostering creative autonomy and artisanal excellence.

Role & Responsibilities

  • Define and execute the Chloé CRM and clienteling strategy for the Japan market, aligning with regional and global priorities.
  • Design and deploy customer lifecycle programs—acquisition, conversion, retention and reactivation—tailored to high-value luxury clientele.
  • Develop customer segmentation and personalization strategies to drive long-term loyalty and lifetime value.
  • Lead omnichannel campaign planning and execution across stores, e‑commerce, email, SMS and mobile clienteling tools.
  • Partner closely with retail operations to implement clienteling workflows, training and in‑store CRM best practices.
  • Monitor CRM KPIs and commercial performance; produce regular reporting and actionable insights for leadership.
  • Manage relationships with external agencies and technology vendors and coordinate with regional/global CRM teams.
  • Own project planning, budgets and cross‑functional delivery to ensure timely implementation of CRM initiatives.

Qualifications

  • Proven commercial understanding of luxury retail and customer lifecycles.
  • Demonstrated ability to translate customer insight into high‑impact CRM programs that drive revenue.
  • Strong analytical capability with experience defining KPIs and presenting data‑driven recommendations.
  • Proven stakeholder management and cross‑functional collaboration skills (marketing, retail ops, e‑commerce).
  • Experience managing projects, external partners or small teams; ability to prioritise and deliver against deadlines.

Skills

Clienteling CRM strategy Customer segmentation Lifecycle marketing Omnichannel campaign planning KPI definition and reporting Data analysis and insight generation Stakeholder management Project management Retail operations alignment

Experience

Typically 5+ years of progressive CRM and clienteling experience within luxury fashion or premium retail, including ownership of omnichannel campaigns and demonstrated commercial impact. Experience working with retail teams and external agencies is expected; previous exposure to global/regional matrix organisations is advantageous.

Education

Bachelor’s degree in Marketing, Business, Commerce or equivalent professional experience.

Culture

The maison combines Parisian creative heritage with an international retail footprint, valuing craftsmanship, aesthetic sensitivity and commercial rigour. Teams operate in a collaborative, fast‑paced environment that prioritises client experience and professional development within the Richemont family of brands.