CRM & Consumer Experience Manager

Job title: Manager, CRM & Consumer ExperienceReports to: Director, Digital Shared ServicesCompany overviewShiseido was founded in 1872 as Japan's first Western-style pharmacy in the upscale Ginza district of Tokyo and is one of the oldest cosmetic companies in the world. With over 140 years of dedicated service, superior products and unparalleled technology, Shiseido's mission is to identify new, richer sources of value and use them to create beauty in the lives and cultures of those it serves.At Shiseido, we hold a traditional Japanese value of "Omotenashi", the spirit of welcoming and care that cannot be translated in words. Through this spirit, we practice thoughtfulness, dedication to the needs of others and meticulous attention to every aspect of our products and service.Job purposeThe role of Manager, CRM & Consumer Experience is responsible for developing and managing customer-centric marketing programs across all channels including physical stores, eCommerce, customer care, eRetail and paid media. This role will focus on delivering profitable, long-term customer relationships that increase our customer lifetime value and provide incremental sales across the Shiseido brand portfolio.This position is responsible for generating consumer data insights and creating actionable and strategic plans that drive business results. Reporting to the Director, Digital Shared Services, this person will be the expert for Shiseido Canada customer data taxonomy.Duties and responsibilitiesCRM:Lead CRM campaign strategy including developing, testing and optimizing omnichannel marketing communications to deliver customer retention and brand loyalty.Leverage CDP to develop consumer insights and to formulate testing strategies against database (Email / SMS)Establish and manage to CRM KPIs for Shiseido Canada brand portfolioManage digitization of fragrance loyalty program and drive customer opt-in.Deliver on name collection and customer acquisition targets for the Shiseido brands across retail, eCommerce and mobile PR eventsResponsible for CRM analytics reporting to influence and drive marketing decisions, in partnership with an agency and ADX analytics teamTrack, evaluate, and share program learnings / performance across the organizationBe the local expert in customer data taxonomy and availability of customer insights for analyticsResponsible for the quality of customer data collected including data cleansing and feed management to help inform targeting strategiesConsumer Experience:Manage customer care team (internal & Goldline) to ensure delivery of best-in-class customer service, overseeing maintenance of customer care scripts, Shiseido policies and procedures, and usage of software applications such as Salesforce Service Cloud, Sterling, Application console, Relate and TouchpointApplication of Virtual Consultation strategies to provide excellent customer experience and in turn, further development as sales channelsMaximize the PowerReviews platform to ensure information gathered informs the Voice of the Consumer report; oversee the response to Canadian specific inquiries / comments within the channelUpholding the Shiseido Corporate and Brand ValuesRepresenting the brand image and upholding the brand values and standards in corporate and public settingsCommunicating the Shiseido story and corporate culturePositive and cooperative attitude to be proactive, reactive and creative problem-solving abilities to evolve with market conditionsQualificationsMinimum 5 years of CRM and/or Direct Marketing experience ideally within the CPG industryProven experience leading customer acquisition programs via direct response, brand marketing experiences and loyalty programs.Demonstrated skills for translating consumer behavior data to actionable marketing insights.Genuine passion for technology and openness to new ideasSelf-starter with solid analytical, negotiating and organizational skillsAn active networker who is ambitious and values collaborationMust be detail-oriented with the ability to easily multi-task as neededStrong communication and organizational skillsComputer skills: Microsoft Office and/or iOS, but excel a mustKnowledge of Sales Force Marketing Could platformUniversity Degree or College DiplomaSome travel required Personal Care Product Manufacturing