Burberry Senior Client Engagement Manager

About Burberry

Burberry is a globally recognised British luxury fashion house celebrated for its iconic outerwear, contemporary ready-to-wear and progressive digital client experiences. The brand positions creativity and sustainability at the centre of its operating model and invests in cross‑disciplinary talent to deliver elevated customer journeys across retail and digital channels.

Role & Responsibilities

• Define and execute Japan-wide clienteling and CRM strategies to drive client acquisition, retention, purchase frequency and lifetime value.
• Translate CRM insights into actionable retail initiatives and targeted outreach, producing segmented lists, outreach templates and campaign recommendations.
• Partner closely with APAC Client team, retail leadership and cross-functional stakeholders to align market activities with client KPIs and commercial targets.
• Oversee quality and integrity of the client database in the region; set objectives for quantitative and qualitative data capture and enrichment.
• Design and implement client journeys and in‑store activation frameworks that match clients to the right occasions and measure ROI of each initiative.
• Identify high-potential clients and develop personalised engagement plans for events, product launches and seasonal campaigns.
• Create compelling communications and enablement materials to drive clienteling behaviours across stores; steward feedback loops with store leadership.
• Coach and upskill store teams in clienteling soft skills and CRM tools through regular in-store visits and partnership with retail learning.
• Lead reporting and analysis of outreach and event performance; present data-driven insights to senior stakeholders to optimise programmes.
• Manage project lifecycles for client initiatives including planning, forecasting, budget oversight and post-activity evaluation.

Qualifications

• Bachelor’s degree or equivalent.
• Minimum 10 years’ experience in client engagement, CRM or clienteling within luxury retail.
• Native-level Japanese and business-level English (written and spoken).
• Proven ability to produce and interpret customer analysis and segmentations to inform commercial decisions.
• Strong stakeholder management with demonstrated capacity to lead, influence and collaborate across matrixed teams.
• Excellent interpersonal and coaching skills with experience delivering in‑store training.
• Track record in project management, budget forecasting and measuring programme ROI.
• High attention to detail and ability to manage multiple programmes concurrently in a fast-evolving environment.

Skills

Experience

At least 10 years of progressive experience in client engagement, CRM or clienteling within luxury retail, with a history of developing and scaling client programmes that drive revenue and retention.

Education

Bachelor’s degree or equivalent

Workplace

Culture

Burberry cultivates a creative, values-driven workplace that emphasises collaboration, innovation and sustainability. The brand encourages professional growth through cross-functional exposure and prioritises customer-centric thinking across retail and digital teams.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.