Position Overview

The CRM (Client Relationship Management) team is a team of professionals committed to the development and growth of mid to high tier Retail and Omni clients. Through strategic use of digital platforms (such as Salesforce and 1:1 Client Advisor to Client communication App), together with in-depth insight of client data, we drive engagement and growth of clients in an efficient and effective manner.

The CRM Digital Products Assistant Manager will be responsible for multiple CRM related digital product launches, maintenance and enhancements of existing CRM Digital Products such as DDC (Client Information Capture Tool), Salesforce (SFSC & SFMC), Brilliance (1:1 Clienteling App), including Incidents & Inquiries support.

He/she will need strong communication skills as he/she will partner closely with Global teams (NY, Paris) and Local Teams such as Retail stores, Retail Excellence, Retail Client Event & Client Relations teams, Digital Commerce team and Client Care Center.

Reference of planned 2025-2026 Global/LVMH projects

- Brilliance Enhancements (1:1 Clienteling App) - ongoing

- DDC (Client Information Capture Tool) upgrade

- Salesforce Enhancements - Ongoing updates + Development of Event Management in SFSC (New Feature)

- Segmented client communication (email) from SFMC

- LINE binding to SFSC/SFMC

Key Accountabilities

Lead/manage projects for CRM product enhancements/launch

• Manage local deployment of upgrades/feature enhancements to Global/LVMH Digital CRM Products such as DDC (Client Information Capture Tool), Salesforce (SFSC & SFMC) , Brilliance (1:1 Clienteling App) , Clienteling Dashboard (Power BI)
• Gathering of local Market requirements /feedback and ensuring they are provided to and prioritized appropriately with Global Digital Product Team
• Perform UAT (User acceptance testing), Data Validation
• Bug reporting and Incidents handling
• User Manual creation and maintenance
• Providing guidance and user support (for 60 Retail stores & 1 Client Care Center) for above CRM Digital Tools

Enhance 1:1 Client Relationships through effective usage of CRM Digital tools

• Create journeys of 1:1(Client Advisor to Client) clienteling and plan activations through usage of CRM Digital Tools
• Ensure delivery of 1:1 Clienteling lists (such as Globally lead AI driven lists) within Clienteling App
• Management of clienteling templates and assets within 1:1 Clienteling App
• Delivery/creation of reports to support and/or enhance 1:1 Clienteling Activities

Create 1:Some, 1:M Client Communication Journey through SFMC Platform

Identify opportunities for and create 1:Some (Store to Client), 1:M (Brand to Client) client journeys to convert/reactivate clients through effective segmentation targeting in SFMC

Required

• At least 3+ years prior experience in CRM Digital Products and/or Clienteling
• Required experience/knowledge of Salesforce products (SFSC/SFMC etc.)
• Strong project management skills such as defining business requirements, validating scope and structure, stakeholder management, time schedule and cost management
• Knowledge on the act of personal information protection and management process of personal information. Ability to handle confidential information with discretion and attention to detail.
• Experience in Data validation/UAT; data handling experience (optional)
• Power BI : ability to create visualized dashboards (optional)
• Strategic, data-based thinking, continuously looking for opportunities to drive effectiveness and efficiency.
• Flexible and agile mind-set as required actions may change time-to-time
• High level problem solving and logical thinking abilities
• High level Business English
• Fluent in Japanese
• Microsoft Office (Excel, Power Point, Word)