Senior Manager, CRM

2 Months ago • 4-8 Years • Campaign Management

Job Summary

Job Description

The Senior Manager, CRM will work with business unit leaders to plan and implement CRM-focused initiatives. Responsibilities include customer management, developing sales promotion strategies based on customer characteristics, enhancing customer satisfaction and loyalty, and devising acquisition strategies. Leveraging customer data from physical stores and e-commerce, the role involves cross-functional marketing initiatives and cultivating loyal customers through a royalty program that extends beyond simple economic incentives like points and rewards. The ideal candidate will possess a strong understanding of CRM, data analysis, and customer engagement, and have experience in campaign management, marketing automation, and cross-functional collaboration across various Disney platforms (movies, games, TV).
Must have:
  • CRM strategy & campaign execution
  • MA tool experience
  • Teamwork & leadership
  • Stakeholder communication
  • Japanese & English fluency
Good to have:
  • CRM/CDP solution selection & implementation
  • Incentive program experience
  • Data-driven strategy & analysis
  • Customer journey mapping
  • Store & staff collaboration

Job Details

Job Summary:

ジョブ・サマリー:  

事業部リーダーとともに、CRMを主とした①顧客管理・顧客特性に則した販売促進施策の立案・推進、②顧客満足度・ロイヤリティの向上施策の立案・推進、③集客施策の立案・推進、をご担当いただきます。実店舗/ECにおける顧客データを活用したコミュニケーション施策を基軸に、周辺マーケティング施策とのクロス企画実施、会員ユーザー向け特別施策によるファン顧客育成・囲い込みなど、ポイント付与・商品交換といった経済的インセンティブに閉じない「より良い体験をお届けするためのロイヤルティプログラム」をドライブして頂きます。

職務内容:

・CRMを起点とした集客施策の立案、実行、結果分析による改善運用

・会員及び既存ユーザー向けのロイヤルティプログラムの立案、実行、結果分析による改善運用

・会員獲得およびリテンション施策の立案、実行、結果分析による改善運用

・顧客データ、商品データの分析とデータに基づく戦略立案

・ディズニー全体(映画・ゲーム・TV等)の活動を把握し、有料・無料会員に向けたクロスファンクション施策の企画立案

・実行顧客理解の市場調査の企画、実施、および結果の社内/社外への共有

必須条件:

CRM施策やキャンペーンの立案から実施、効果測定まで実施した経験

・MAツールを使用した分析および運用の経験

・チームワーカーであること。

・ビジネス目標を達成するために、リーダーシップを持って自発的に考え、行動できること

・社内外の多様なステークホルダーに対し、円滑・効果的なコミュニケーションを取れること

・母国語レベルの日本語とビジネスコミュニケーションが可能なレベルの英語(TOEIC700点以上かそれに準ずるレベル)

歓迎条件:

・CRMソリューション、CDP(Customer Data Platform)等の選定・導入・実施のご経験

・インセンティブ、メール、アプリ等の対顧客施策を網羅的に企画実施したご経験

・データ分析を基軸とした施策立案・実践のご経験(例:セグメント/トリガー/シナリオ配信の高度化など)

・分析手法、カスタマージャーニーの分析と有効化に関するご経験

・店舗・店舗スタッフとの連携業務を推進・運用されたご経験

求められる人物像:

・ディズニーブランドならではのCRM戦略開発・施策実施に対して、顧客視点で課題とチャンスを捉え、業務推進できる方

・業務リーダーシップだけでなく、全社最適観点でビジネスを動かしていくことに強い熱意のある方

・マーケティング担当だけでなく、店頭スタッフとの連携(日々のコミュニケーションやVOS活用等)からチャンスを発見し、積極的に施策立案・実施に取り組める方

・最先端テクノロジーの活用に対して明るく、担当施策を徹底的に磨き込み、スペシャリストとして成長できる方

・社内外の折衝・調整業務に対してプロアクティブ&セルフスターターな方

・成功事例の共有や横展開といった教育に携われる方

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