Direct-to-Client Communication Senior Planner (eNL & LINE)

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

★Japanese (native level) and English (business level) skills are a must★

Responsible for planning, formulating and executing tasks related to direct-to-client communication according to strategic instructions from superiors and organisational direction.

They are flexible in dealing complex or irregular tasks in specific areas, and provide appropriate direction and simple guidance to members of lower grades as the next manager of the team, thereby contributing to improving the performance of the team as a whole.

He/she deeply understand the Salesforce ecosystem and the LINE platform to best leverage all available functionalities to implement the communication strategy with the best ROI.

He/she also comprehends the client database and the information that can be gained from it to turn it into actionable insights.

With this client knowledge and based on the yearly activation calendar, he/she will plan activations to target the right clients at the right timing with the right message via the right tool.

He/she will collaborate with relevant teams to align with the global calendar and the overall strategy of the Maison.         

SCOPE OF RESPONSIBILITIES

Accountabilities for results 

【ビジネスへの貢献範囲】

• Cartier Japan's business related to customer strategy and data

【売上・組織規模】

• Cartier Japan's sales target related to customer strategy and data/ Connection with Client Activation team and other related teams

【その他期待される成果】

• Acting as the contact person when it comes to Client Communication Journeys within the company.

BUSINESS PERFORMANCES

【戦略的影響範囲】

• Support the manager in aligning work with team objectives and focus on improving operational efficiency and resolving day-to-day issues.

【アカウンタビリティと成果物 】

• Contribute to the success of the team through timely task completion and operational efficiency; and
• Responsible for being the point of contact for team members in their day-to-day work.

【意思決定 】

• Decision-making: makes immediate and tactical decisions regarding task assignments and resource needs.
• Functional expertise: understanding, experience and knowledge of the tasks in the area of responsibility.
• Risk management: provide input to superiors on operational improvements, potential problems and risks.

ORGANIZATION & PEOPLE

【組織開発 】

• Manage team workloads, coordinate schedules and implement or facilitate recruitment and training processes under the guidance of a manager.
• Facilitate collaboration and boost team morale.
• Facilitate engagement initiatives and strengthen organisational culture.

【チェンジマネジメント 】

• Support the implementation of change within the team, ensure compliance with new processes, act as a bridge between team members and management, communicate concerns and minimise team disruption.
• Address employee concerns about the change and provide support during the transition.

LEADERSHIP

【リーダーシップ責任 】

• Supports the manager and understands specific tasks within the team.
• Mentor junior staff and specialists, focusing on tactical execution and day-to-day coordination of team activities.
• Ensure adherence to and report on established processes.
• Resolve day-to-day issues related to task execution and team co-ordination.
• Serve as the first escalation point of contact for team members facing problems.

【コラボレーション＆ステークホルダーマネジメント 】

• Relevant departments and external stakeholder management as required.

【MINIMUM WORKING EXPERIENCE】

• Minimum 3 years in DTC/CRM/Clienteling/Communication role

【REQUIRED KNOWLEDGE & BACK GROUND】  

• Experience in CRM/1-to-many activation & data analysis background needed.
• Experience with LINE platform integration into a client database needed. 

Desirable if possible：

• Luxury and/or Retail industry experience desired.
• Experience with Salesforce preferred.
• University studies in CRM / data / business administration preferred. 

【 REQUIRED SKILLS】

<Technical Skills>

• Microsoft 360, data analytics skills, client database management, LINE

<Human Skills>

• Autonomy, logical thinking, flexibility, results-driven, organization skills, time management

<Language Skills>

• Japanese & English

Desirable if possible
<Technical Skills>

• Salesforce certification,  BI/Looker

<Human Skills>

• Creativity
   

#Richemont #WeCraftTheFuture