Richemont CRM Manager
Dunhill is hiring a CRM Manager in Tokyo to lead lifecycle and retention marketing for the luxury menswear brand.
Overview
Dunhill is a distinguished British luxury menswear and accessories house known for refined tailoring, leather goods and contemporary gentleman’s lifestyle products. As part of a major luxury group, the brand combines artisanal craftsmanship and modern luxury retailing with global wholesale and digital channels. The employer offers an international, design-led environment that balances heritage and innovation across product, retail and marketing teams.
Role & Responsibilities
- Define and execute a data-driven CRM strategy that strengthens client acquisition, retention and lifetime value across Japan and regional markets.
- Design and manage end-to-end lifecycle marketing programs including welcome flows, VIP programs, reactivation, and post-purchase journeys.
- Oversee campaign planning, segmentation, personalization and execution across owned channels (email, SMS, app notifications) in collaboration with creative and e‑commerce teams.
- Establish and track KPIs (LTV, retention, open/click rates, conversion) and produce actionable performance reports to inform budget and prioritization.
- Run A/B tests and iterative optimization to increase engagement and conversion while maintaining brand tone and luxury standards.
- Manage CRM data hygiene, audience segmentation rules and integration requirements with commerce, POS and analytics platforms.
- Coordinate with merchandising, visual merchandising and store teams to align clienteling and in-store communications with CRM initiatives.
- Line-manage or liaise with external agencies and vendors to execute campaigns, localization and technical integrations.
Qualifications
- Bachelor’s degree in Marketing, Business, Communications or related discipline (or equivalent experience).
- Proven experience in CRM or retention marketing within premium or luxury retail (recommended 3–6 years).
- Demonstrable experience delivering lifecycle programs and measurable improvements in retention and customer value.
- Strong analytical capability with experience interpreting campaign metrics and producing executive-level insights.
- Excellent stakeholder management and cross-functional collaboration skills, including experience working with retail and e‑commerce teams.
- High standards of written and verbal communication with sensitivity to luxury brand tone and client segmentation.
Skills
Experience
Mid-level to senior experience in CRM or retention marketing, ideally within luxury retail or premium consumer brands, with a track record of building lifecycle programs and improving retention and customer lifetime value.
Education
Bachelor’s degree in Marketing, Business, Communications or equivalent professional experience.
Workplace
This position is based in Tokyo, Tokyo, Japan. Cerulean lists 183 open roles in Tokyo, including 2 posted recently. The broader Tokyo area accounts for 193 active listings on Cerulean, 4 of which are new. In Japan as a whole, Cerulean currently features 236 open positions, with 4 posted this week.
Culture
Dunhill cultivates a culture that marries traditional craftsmanship with contemporary retail and digital practices. Teams operate in an international, collaborative environment where attention to detail, brand guardianship and client-centricity are paramount.
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.