Richemont Clienteling & CRM Manager
- Seniority
- Manager
- Posted
- Mar 16, 2026
About Richemont
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.
Richemont (Chloé) seeks a Clienteling & CRM Manager in Tokyo to lead CRM strategy and omnichannel clienteling for the brand.
Role & Responsibilities
- Define and execute the Chloé CRM and clienteling strategy for the Japan market, aligning with regional and global priorities.
- Design and deploy customer lifecycle programs—acquisition, conversion, retention and reactivation—tailored to high-value luxury clientele.
- Develop customer segmentation and personalization strategies to drive long-term loyalty and lifetime value.
- Lead omnichannel campaign planning and execution across stores, e‑commerce, email, SMS and mobile clienteling tools.
- Partner closely with retail operations to implement clienteling workflows, training and in‑store CRM best practices.
- Monitor CRM KPIs and commercial performance; produce regular reporting and actionable insights for leadership.
- Manage relationships with external agencies and technology vendors and coordinate with regional/global CRM teams.
- Own project planning, budgets and cross‑functional delivery to ensure timely implementation of CRM initiatives.
Qualifications
- Proven commercial understanding of luxury retail and customer lifecycles.
- Demonstrated ability to translate customer insight into high‑impact CRM programs that drive revenue.
- Strong analytical capability with experience defining KPIs and presenting data‑driven recommendations.
- Proven stakeholder management and cross‑functional collaboration skills (marketing, retail ops, e‑commerce).
- Experience managing projects, external partners or small teams; ability to prioritise and deliver against deadlines.
Skills
Experience
Typically 5+ years of progressive CRM and clienteling experience within luxury fashion or premium retail, including ownership of omnichannel campaigns and demonstrated commercial impact. Experience working with retail teams and external agencies is expected; previous exposure to global/regional matrix organisations is advantageous.
Education
Bachelor’s degree in Marketing, Business, Commerce or equivalent professional experience.
Workplace
This position is based in Tokyo, Tokyo, Japan.
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 Richemont, 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 «CRM and Loyalty Manager», «Client Relations & CRM Manager», «Retail Clienteling Manager», «CRM Manager — Retail & Clienteling», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.