- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Mar 16, 2026
About Chloé
Chloé is a Parisian luxury fashion house renowned for its feminine ready-to-wear and leather goods. The brand operates within the Richemont Group, a global luxury goods holding company that supports a portfolio of maisons while fostering creative autonomy and artisanal excellence.
Chloé seeks a Clienteling and CRM Manager based in Tokyo to drive customer engagement strategy and loyalty across Japan. Reporting to the Retail Director, the successful candidate will design and execute customer relationship activities—encompassing email campaigns, VIP events, personalized client treatments, and loyalty programs—while managing customer data, collaborating with boutiques and headquarters, and ensuring compliance with personal information protection regulations. This role requires analytical rigor, creative strategic thinking, and proven experience in luxury fashion clienteling.
Role & Responsibilities
- Define and execute regular and ad-hoc customer loyalty programs including email campaigns, client gifts, VIP events, and special treatments through customer segmentation, data management, content preparation, and vendor coordination
- Coordinate CRM activities across boutiques, retail teams, marketing, PR departments, and headquarters to ensure alignment and successful campaign implementation
- Measure and analyze the impact of CRM-related events and initiatives, utilizing internal CRM applications to track performance metrics and propose recommendations
- Manage new customer recruitment projects, including strategic partnerships and tie-up actions with external partners to expand the client base
- Analyze customer data to identify client profiles, build key performance indicators for CRM actions, and provide actionable insights using CRM-related IT tools
- Ensure deep understanding and implementation of Richemont's privacy policy and Japan's Personal Information Protection Law, serving as the primary point of contact for data-related compliance
- Lead the optimization and efficient deployment of clienteling tools in Japan, providing individual client portfolio analysis and recommendations to boutique teams and sales associates
- Develop and oversee client treatment strategies across all departments, creating customized engagement plans that balance new client acquisition with retention of existing customers through meaningful gifting programs
Qualifications
- Minimum 2 years of CRM, client engagement, or clienteling experience in the luxury fashion industry
- Demonstrated experience interacting with and managing high-value clients
- Native-level English language proficiency and business-level Japanese language capability
- Strong analytical and data interpretation skills combined with creative problem-solving ability
- Proficiency with Microsoft Office suite
- Strategic thinking and business acumen
Skills
Experience
Minimum 2 years of professional experience in CRM, client engagement, clienteling, or customer loyalty programs within the luxury fashion, jewelry, or accessories sector. Hands-on experience managing client relationships, designing loyalty initiatives, and collaborating with retail teams is essential.
Education
Secondary education or equivalent; further education in marketing, business administration, or related fields is advantageous but not required.
Culture
The maison combines Parisian creative heritage with an international retail footprint, valuing craftsmanship, aesthetic sensitivity and commercial rigour. Teams operate in a collaborative, fast‑paced environment that prioritises client experience and professional development within the Richemont family of brands.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Chloé, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Engagement Manager», «Client Relationship Manager», «CRM and Customer Loyalty Manager», «Customer Retention Specialist», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.