Brand
Vacancy title
Senior Manager Consumer Engagement, CRM Brand Marketing
Ref
19576
Function
Marketing
City
Tokyo
Salary
Competitive
Closing date
31/01/2022
Description

 

Triumph is one of the world’s largest intimate apparel companies. It enjoys a presence in over 120 countries with the core brands Triumph® and sloggi®. Globally, the company serves 40,000 wholesale customers and sells its products in 4,050 controlled points of sale as well as via several own online shops. The Triumph Group is a member of the Business Social Compliance Initiative (BSCI).

Learn more about Triumph on:

www.triumph.com

www.linkedin.com/company/triumph-international/

 

 

Our Brand Marketing Department in Tokyo, Japan is looking immediately for a highly motivated

 

 

                                                 Senior Manager Consumer Engagement, CRM Brand Marketing

 

Purpose of the Job

Build and lead a new division in Triumph Japan with the ultimate goal to increase consumer satisfaction and deliver a 360-degree consumer engagement process, by engaging all company divisions with the following key main 3 scopes of the role:

  • Lead the market to efficiently turn consumers into Triumph membership members and cultivate the acquired members as royal customers. Develop a Triumph CRM program and contribute to business growth through that program
  • Support Area Managers and Fashion Advisors with material and information to raise brand knowledge and increase engagement by leading the training team with the objective to use modern technologies such as E-Learning platforms and digital communication
  • Lead the Consumer Service team (call center) and look into the current organization and set up, to recommend the appropriate strategy. Feedback from Voice of Consumers and from the Consumer Service team will be managed by this role, who will set appropriate actions and messages to be communicated to our consumers

As a Leadership of the integrated marketing team, the role also will ensure the marketing planning process with the alignment of the strategic approach, annual budgeting, calendar of executions to the commercial cross-functional teams (Brand Merchandising/ Creative Design and Sales) to make sure a smooth go-to-market process and directly contribute to the commercial calendar and annual target

 

Roles & Responsibilities:        

  • Develop a 360-degree consumer engagement strategy and establish a new CRM platform to cultivate royal customers. Increase membership purchase frequency with effective CRM programs and contribute to sales with an effective CRM program
  • Become consumer feedback process owner by defining processes to gather feedback from consumers through different channels (i.e. POPs, Call centre, voice of customer surveys, comments on e-Commerce sites, etc.) and engaging Senior Leaders to build action plans to reflect consumers expectations, monitor leaders engagement and track deviations
  • Create a new environment where Consumers-Fashion Advisors-Area Managers are the focus point of all company activities. Engage all divisions (Product Development, Merchandising, Marketing, HR, Finance, Sales, Sales Operation, E-Commerce and CRM, etc…) to provide material to support our sales employees and develop a positive attitude and a state of the art service, in stores, online, and in any interaction with consumers
  • Review internal existing tools (Triumph-UMU E-Learning Platform, Tempomatic), management of the tools, contents, and propose the most appropriate development to make sure that information or news is relevant and provide efficient support to our Fashion Advisors
  • Provide feedback to all divisions on what is necessary and what needs to be, to engage all employees on a virtuous consumer satisfaction-driven approach
  • Develop and maintain service guidelines to ensure a coherent service level at different points of contact both before and after consumer purchase
  • Learn market trends and benchmark our consumer service to ensure that our service delivery will match consumers' expectations
  • Partner and collaborate with the Market Research function to filter out and identify the consumer intelligence and the competitor intelligence is being shared across global and regional teams
  • Drive qualitative consumer insights and knowledge through online questionnaires, as well as a regular presentation of the consumer trends reporting frameworks
  • Constantly adjust our service proposition to answer consumer satisfaction with the company best interest and profitability in mind
  • Lead the Training team Develop and improve training platforms and programs that would efficiently increase our staff productivity, lead to a better consumer experience and increase satisfaction ratings while improving company profitability
  • Define training strategy that supports company sales/service objectives and managing developing-training members
  • Adjust our service level response to consumer satisfaction requirements and define the most efficient and cost-performing call centre model structure for Triumph, i.e. in-house or outsourced partner, propose a plan and implement it
  • Define and be responsible for the KPI on this division
  • Support the annual budgeting process

 

Your ideal profile:

  • At least 8-10 years of team management experience
  • At least 7 years CRM experience
  • Strategic agility and ability to set long term vision
  • Hands-on, acting manager
  • Capacity to engage different leaders inside Triumph. Charismatic. Consumer-driven
  • Excellent communication, collaboration, and organization skills
  • Retail mindset
  • Self-motivated
  • Results-oriented for both its own division and company sales performance
  • Ability to pay attention to details and connect those to the bigger picture
  • Business understanding
  • Proficiency in English
  • Previous experience in people development, CRM, internal communication roles, corporate engagement positions

 

We offer an opportunity in a fast paced organization which gives those looking for a challenge the possibility to grow with the company and shape the future.

We are a family owned company with strong values, operating at a global level with key markets in Germany, Japan and China - where our iconic brands, Sloggi and Triumph, continue to delight our consumers.

Triumph Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. 

If you are seeking a great opportunity to develop your career, please send us your application letter and CV in English, diplomas and expected salary range by clicking on Apply.