Triumph is one of the world’s largest intimate apparel companies. It enjoys a presence in over 80 countries with the core brands Triumph® and sloggi®. Globally, the company serves 20,000 wholesale customers and sells its products in more than 2,300 controlled points of sale as well as via several own online shops. The Triumph Group is a member of the amfori Business Social Compliance Initiative (amfori BSCI).
Learn more about Triumph on:
www.triumph.com
www.facebook.com/Triumph/
www.instagram.com/Triumph/
www.linkedin.com/company/triumph-international/
We are seeking self-motivated, strong expert in customer engagement and marketing to join our growing Digital Commerce Division in Tokyo, Japan as :
Japan Customer Engagement Manager
Role Purpose:
- Post Purchase Customer Engagement (MRM & CRM) and Customer Satisfaction (VOC) plays a critical role to build direct relationships and serve seamlessly regardless of where they shop. TIJ business growth is dependent on customer satisfaction and repeat engagement.
- The role of the Customer Engagement Manager is to leverage, treasure and expand the Customer Engagement for each of the brand Triumph, sloggi and AMOSTYLE. The person is responsible for the ongoing cultivation of the relationship between the brand and customer that goes far beyond the transaction. The person brings an intentional and consistent approach to each brand that will provide value at every customer interaction, thus increasing loyalty.
- She/he supervises all MRM & CRM and VOC activities, especially to engage between the customers and the brand.
- The person will own and lead Member Benefit Program Strategy and Execution with the mission to offer winning portfolio of simple, personalized, omnichannel membership experience to benefit our customers and achieve sustainable profit across on-line(digital commerce) and off-line(retail) sales channels.
- In parallel will own, manage, lead the customer relationship management to contribute to Digital Commerce engagement activities contributing to brand loyalty and repeat purchases. Manager will also analyse and report on initiatives as well as identifying area of opportunities with insights and VOC (Voice of Customers) including feedback from Fashion Advisors in the retail channels to enhance engagement.
General Duties and Responsibilities (based on grading definition)
- The Customer Engagement Manager reports to Head of Digital Commerce Japan, responsible to manage direct reports (MRM & CRM team) while working closely with VOC team managed under Store Operations function.
- In addition to managing direct reports, the Manager will be responsible to lead and manage external vendor / agencies team for day to day operations. Manager will also be responsible for negotiation and securing the optimal terms (commercial and deliverables) for the Company.
- This role is expected to provide support and report on the progress of the business, strategic initiatives and development activities, customer and market insights from MRM, CRM and VOC findings with recommendations to the Head of Digital Commerce and other functional leaders including GM Japan.
Customer Engagement Management (MRM & CRM):
- Membership (MRM) Benefit Program: Collaborate with relevant departments to drive program.
- Provide customers with great & memorable experience through membership service across all controlled touch points such as Retail and Digital Commerce.
- Utilize exceptional understanding of the female clothing, CRM, Membership strategies and VOC to provide insights and deliver competitive advantages.
- Identify tools that will keep customers engaged throughout their purchase journey to develop customer loyalty and collect valuable customer information.
- Develop and implement a strategy to efficiently acquire new members.
- Develop and implement a strategy to ensure that the acquired CRM members are cultivated as loyal customers
- Increase customer loyalty and trust: support and help in strengthening our CRM and Membership presence and activities. Each touchpoint should include helpful and personalized information to provide positive customer experience and build loyalty.
- Use customer insight and data to create a positive brand perception and boost engagement across all channels. Analyze data to inform business development and campaigns.
- Increase membership purchase frequency with effective CRM programs.
- Define what strategy we should implement for each of the brand, based on the principle that highly engaged customers buy more, promote more, and demonstrate more loyalty.
- Establish a clear and actionable process of interacting with customers through varied channels to develop and strengthen a relationship with her.
- Contribute to sales with an effective CRM program
- Drive and develop the necessary skills needed, which deliver to the company a Best-in-Class Omni channel Marketing function to maximize customer engagement.
- Responsible for development, execution, and continuous refinement of Omni-channel Customer Relations and the development of membership and CRM programs, roadmaps, and Customer Relation strategies to maximize customer engagement.
- Measures of success / KPI
- Impact for both of short term (ex: business growth / net promote score etc.) & long term (ex; brand equity) by developing MRM, CRM and VOC activities
- New Customer acquisition of CRM program
- Increasing the purchase frequency by CRM members
- VOC: Voice of Customers (NPS)
- Other Key Relationship Management: Apart from teams and direct managers, the Customer Engagement Manager works closely with many duties and people inside and outside the organization. These include:
- Brand Marketing Team (Marketing, Merchandising and Creative Design)
- Sales Teams (Retail including direct and wholesale GMS channels)
- Supporting functions (Finance, IT, HR)
- External agencies
Requirements:
- 7 years+ experience in related role, preferably having experienced working at D2C subscription service industry
- Deep understanding of digital ecosystems
- Relevant experience in CRM, loyalty, member lifecycle management for customer brands
- Extensive customer and competitor understanding
- 3 years+ team management/leadership experience in a large market.
- Experience in beauty / innerwear/ apparel business is a bonus
- Excellent drive, judgment, creative insights and understanding of branded aesthetics.
- Ability to inspire via strong presentation and communication skills
- Strategic thinking
- Strong commercial understanding
- Strong people development skills
- Proven ability to lead self and others
- Project management skillset
- High drive + result orientated
- Educated to degree level +
- Native/ fluent Japanese (minimal JLPT N1) and business English language skills
We offer:
You will never walk alone
As a family owned business with more than 135 years of experience, Triumph embraces diversity throughout our global organization. Currently, our offices are present in over 40 countries across Europe and Asia having many international teams collaborate together every day. Guiding our corporate behaviors are respect and value for our employees, but also Collaboration as one of our key Corporate Competencies, being a core part of our every day working environment.
Make a Difference, together
The future belongs to our children. At Triumph, we want to be proud of our commitment to building a sustainable society and protecting the environment, and we work everyday to ensure our products are manufactured in an sustainable way. This is our vision: We want to be a company that is characterized by responsible leadership and consideration for future generations and that cares for the legacy that we leave behind to our children.
Putting People at the center
At Triumph we are committed to our employees, they represent the foundation for our success. This means that as a company, we are driven to offer great career opportunities in a dynamic fast-paced organization. Our HR function across the globe strives to support our employees in their development, through our Triumph Learning Academy
We continuously strive to recruit new talent, offering them one of the textile industry’s most international working environments, excellent conditions and great development opportunities in a company still owned and managed by the founding families. Our headquarters employs people from more than 30 nationalities and as a European company, we are present in many key markets in Europe, like Germany, Italy, France and growing in Eastern Europe. We are proud to have become one of the leading players in Asia very early on, in countries like Japan, China and Singapore, as well as being an employer that people aspire to work for. As a company serving women, we fundamentally believe in gender equality and diversity. Women make up more than 50% of our company’s workforce. In the last years, we have had a specific and successful drive to increase the number of women in management.
Triumph is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, colour, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
If you are seeking a great opportunity to develop your career, please send us your CV in English by clicking on Apply.