Manager, CRM

Since its launch in 1993 with a collection of six essential handbags, Kate Spade New York has always been colorful, bold, and optimistic. Today, it is a global lifestyle brand that designs extraordinary things for the everyday, delivering seasonal collections of handbags, ready-to-wear, jewelry, footwear, home décor, and more. Known for its rich heritage and unique brand DNA, Kate Spade New York offers a distinctive point of view and celebrates communities of women around the globe who live their perfectly imperfect lifestyles. 

Kate Spade New York is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Title: CRM Manager, Kate Spade Japan
Reports to: Director, Customer Experience
Location: Tokyo
 

Primary Purpose: 

Kate spade Japan is looking for a CRM Manager who has a strong business mindset and data analytic skills, to lead and drive the launch of local loyalty program as pilot market for the global launch in collaboration with US. To make impact to business including marketing activities, customer connection in each channel and to strengthen the customer engagement as well as life time value.
 
The successful individual will leverage their proficiency in CRM to…

• Lead local CRM / loyalty program initiatives by becoming a liaison between other departments including US team and outside vendors.
• Understand brand customer journey to develop relevant marketing communication for customers.
• Capable to manage data base including 1st party data and knowledge of marketing technology in order to drive business based on segmented digital communication.
• Provide customer insight from data analytics perspective.
• Compile and distribute timely reports on recurring and completed campaigns to impact future opportunities
• Audience / List segmentation: Curate and optimize customer list for both online and offline medias (e.g. DM, EDM, LINE Business Connect).
• Conduct regular QA assistance regarding customer data to other functions (e.g. Store, Customer Service, ECOM), need to collaborate with both local and US IT team and outside vendors.

The accomplished individual will possess… 

• A bachelor’s degree with more than 3 years’ CRM experience in customer database management and analysis
• Basic data analytics skill such as RFM and decile analysis
• Knowledge of relational database and PIP (personal information policies)
• Experience of managing customer database and basic level of understanding BI tool (e.g. Tableau)
• Knowledge of basic digital KPI ( e.g. CTR, MAU,CVR )
• Relative experience Retail is appreciated
• Fluent in Japanese and strong written communication skills in English required. Business level speaking English is preferred but not mandatory
• Proactive, analytical mindset and positive collaborative attitude and flexible thinker
• Customer focus, developing insight attitude is required
• Experience of managing external and internal stakeholders, including vendor is a plus 

Our Competencies for All Employees

• Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Kate Spade is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under the consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Kate Spade at www.katespade.com.