Tapestry CRM/Customer Engagement Systems Manager

Tokyo • Japan

Saturday, January 18, 2025

Tapestry, Inc., a distinguished global house of brands, encompasses Coach, Kate Spade New York, and Stuart Weitzman. Renowned for its commitment to innovation and inclusivity, Tapestry fosters an environment where individuality is celebrated and creativity thrives. As part of this esteemed conglomerate, employees are encouraged to bring their unique perspectives to a collaborative and ambitious workplace.

1. Develop, implement, and maintain CRM/Customer Engagement systems to enhance clienteling capabilities and customer insights.
2. Identify, analyze, and resolve technical issues related to applications and databases, providing timely solutions.
3. Manage system configuration changes systematically, ensuring effective documentation and communication.
4. Coordinate with global and local vendors for system support, evaluating products and solutions for suitability.
5. Monitor system performance, addressing bottlenecks and inefficiencies with monitoring tools.
6. Collaborate with cross-functional teams across Asia and North America.
7. Identify opportunities for process improvement.
8. Act as the IT department's front line for Digital Product Manager and Business users regarding store/customer engagement activities.
9. Analyze and understand business requirements related to Customer Engagement Systems across Asia regions.
10. Lead and participate in projects impacting CRM-related applications.
11. Construct deployment plans for all stores and ensure smooth handover post go-live to support teams.

1. Knowledge of Customer Engagement Systems (Line, CRM, CDP, SFMC) with regional exposure preferred.
2. Strong analytical skills for understanding complex systems and troubleshooting issues.
3. Proficiency in programming languages, scripting, and automation tools.
4. Experience in system analysis, design, and implementation, preferably in an international company.
5. Retail industry experience preferred.
6. Experience partnering with business users, IT, and vendors for system design and implementation across regions.
7. Strong communication skills with proficiency in Japanese and English; Korean proficiency is a plus.
8. Knowledge of IT project management, including Fit/Gap analysis, design review, and software testing review.

1. Technical problem-solving and analytical skills.
2. Proficiency in programming and database management.
3. Strong communication and documentation skills.
4. Ability to collaborate with cross-functional and cross-regional teams.
5. Project management skills.

Relevant IT engineering experience in system analysis, design, and implementation, with a focus on system integration, troubleshooting, and performance optimization.

Bachelor's degree in Information Technology, Computer Science, or a related field.

Comprehensive benefits package including health insurance, retirement plans, and employee discounts across Tapestry brands.

Tapestry fosters a culture of inclusivity and creativity, valuing each employee's unique contributions. The company is committed to equity, diversity, and supporting personal and professional growth within a collaborative environment.