Kenzo Assistant Client Experience Manager

Kenzo, a distinguished name in the luxury fashion industry, is part of the esteemed LVMH group, a global leader in high-quality products. As an employer, Kenzo offers an innovative and dynamic work environment, fostering creativity and excellence in its employees. The brand is committed to nurturing talent and providing opportunities for professional growth within the expansive LVMH network.

1. Develop and implement data-driven CRM action plans tailored by store and customer segment, leveraging insights from HQ and local teams.
2. Serve as the local expert for clienteling, ensuring CRM activities align with brand strategy and guidelines.
3. Proactively drive localized CRM initiatives based on market needs, sharing ideas with HQ to enrich CRM activities in Japan.
4. Plan and coordinate a comprehensive CRM action calendar with Retail, Merchandising, and stores.
5. Share regional best practices in events, one-to-one clienteling, and private appointments with stores and HQ.
6. Ensure CRM activities contribute to Retail KPIs, regularly communicating performance metrics to stores and the Central Client Experience team.
7. Motivate and empower Store Managers to actively engage in clienteling through full utilization of CRM systems and communication tools.
8. Plan and coordinate targeted and elevated retention initiatives and in-store client treatments for top clients.
9. Manage and coordinate key marketing projects and partnership opportunities in collaboration with retail partners, HQ, and third-party agencies.
10. Brief, direct, and monitor the performance of vendors and agencies involved in retail marketing and event initiatives.
11. Work closely with internal teams to ensure seamless event planning, implementation, and reporting.
12. Leverage retail partners’ resources, databases, advertising opportunities, and joint mall events to maximize brand visibility and sales.
13. Implement the gifting strategy in partnership with the Global Client Experience and wider Asia Marketing teams.

1. 3-5 years prior experience in CRM and/or Clienteling in retail, preferably in luxury or fashion sector.
2. Experience/knowledge of Salesforce products (Tableau etc.) preferred.
3. Strong project management skills including defining business requirements, validating scope and structure, stakeholder management, time schedule, and cost management.
4. Knowledge of personal information protection and management processes.
5. Experience in Data validation/UAT; data handling experience (optional).
6. Strategic, data-based thinking, continuously looking for opportunities to drive effectiveness and efficiency.
7. Flexible and agile mindset as required actions may change time-to-time.
8. High-level problem-solving and logical thinking abilities.

1. Result-oriented
2. Customer-centric
3. Team collaboration
4. Excellent communication skills and good negotiator
5. Fluent in both Japanese and English
6. Proficient in MS Office (Excel, Outlook, PowerPoint)

Minimum 3 years of experience in CRM and/or Clienteling in the retail sector, preferably within the luxury or fashion industry.

Kenzo offers a comprehensive benefits package, including opportunities for career advancement within the LVMH group, access to exclusive brand events, and a dynamic work environment that encourages professional growth and development.

Kenzo fosters a culture of innovation and creativity, encouraging employees to push boundaries and explore new ideas. The workplace is collaborative, with a strong emphasis on teamwork and mutual respect. As part of the LVMH group, Kenzo upholds the highest standards of excellence and offers a supportive environment for personal and professional development.