Senior Manager, Customer Communications
Tapestry
full-time
Posted on:
Location Type: Office
Location: Tokyo • 🇯🇵 Japan
Visit company websiteJob Level
Senior
Tech Stack
CloudSQL
About the role
- Develop and manage the omni-channel retention and loyalty communication strategy, aligned with brand and commercial goals.
- Define and segment customer audiences for targeted messaging.
- Set retention KPIs, such as repeat purchase rate, active customer rate, and lifetime value.
- Plan and execute Clienteling & CRM communications across email, SMS, direct mail, and in-store touchpoints.
- Partner with digital, retail, and brand teams to ensure a consistent and personalized customer experience.
- Manage loyalty program communications, including member acquisition messaging, engagement triggers, and reward redemption updates.
- Analyze customer behavior, purchase patterns, and churn trends to refine communication tactics.
- Use CRM tools to track performance and ROI of retention communications.
- Work closely with e-commerce, retail, and marketing communications teams to synchronize promotional calendars and customer touchpoints.
- Coordinate with IT or external vendors for CRM platform enhancements.
- Train store teams to leverage CRM tools for clienteling and loyalty engagement.
Requirements
- Bachelor’s degree in Marketing, Business, Data Analytics, or related field.
- 7+ years’ experience in CRM, loyalty, or retention marketing communications (fashion retail experience strongly preferred).
- Proven track record of driving repeat sales and customer engagement through omni-channel communications.
- Proficiency in CRM platforms (Salesforce Marketing Cloud, Adobe Campaign, or equivalent).
- Experience with customer segmentation, A/B testing, and communication performance analytics.
- Strong Excel and data visualization skills; SQL knowledge is a plus.
Benefits
- health benefits (medical, dental, vision)
- life insurance and disability insurance
- 401(k) savings plan
- paid time off for wellness needs and vacations
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CRMcustomer segmentationA/B testingcommunication performance analyticsdata visualizationSQLretention marketingloyalty marketingomni-channel communicationsKPI setting
Soft skills
communicationcollaborationanalytical thinkingstrategic planningcustomer engagementtrainingteam managementproblem-solvingpersonalizationrelationship management