Job Summary:
The CRM (Customer Relationship Management) specialist develops strategy and handles the planning as well as execution of Hill’s Japan CRM. The purpose of this position is to utilize multiple marketing channels such as email, LINE, websites (including CDP, BOT) to provide personalized experiences to consumers, thereby acquiring new users and retaining existing ones.
This position requires close collaboration with internal brand teams and agency partners to set / execute the
strategic direction of CRM.
What you will do:
Strategy & Planning
-Develop CRM communication strategy including development of content calendar, consumer touchpoint
strategies and new users acquisition plan / campaigns in collaboration with internal teams and agency partners
-Manage CRM executions across various channels such as email (including both our 1PD registered users
and retailer CRM ), LINE, and website content optimization using CDP functions and BOT to improve Lifetime Value (LTV).
-Identify methods to leverage first-party and other data sources to create personalized and highly relevant
real-time consumer experiences across channels.
-Develops, implements, analyzes, and optimizes AB Test and Learn plans and recommendations
-Finds opportunities to test, optimize, and improve new and existing CRM campaigns and tactics.
-Produce and collaborate on CRM annual strategy, content briefs with Brand teams and internal partners.
-Reviews and approves creative and content recommendations, provides strategic and executional
direction and feedback
-Establish benchmarks and objectives for key performance indicators (KPIs).
Execution
-Leads multi-channel SFMC journey and push campaign executions with agency partners
-Builds email creative in Stential and Journey builder via templates and content blocks.
-Builds personalized and versioned email campaigns and journeys with agency partner
-Test, QA, troubleshoot builds for adaptable emails with agency partners
-Organize, targets and build audiences in SFMC and/or CDP targeting tools
-Links with internal/agency partners for vital targeting, audience creation, SQL queries, automation
development, testing, QA and successful sends
-Writes copy and content idea as needed
-Runs coupons and giveaway campaigns with agency partners.
Insights & Analytics
-Conduct routine analysis and report on performance of CRM Campaigns
-Pull, aggregate, and synthesize analysis from CRM platforms, Google Analytics with Agency partners.
-Continuously analyze CRM performance metrics and optimize campaigns and contents to maximize
effectiveness.
Channel & Database Management, and Best Practices
-Contributes to marketing channel management and health for channels of email and LINE
-Manage and organize current data for more personal optimization with internal teams and agency
partners.
-Stay up to date and apply latest CRM analytics trends and reporting tools
Required Qualifications:
-Bachelor degree required
-5 year + Experience in CRM management, preferably in FMCG industry
-Proven experience in developing and implementing CRM and Campaigns
-Proficiency in using CRM platforms and familiarity with MA tools i.e. Salesforce Marketing Cloud.
-Strong analytical skills with the ability to interpret data , draw insights, and make data-driven decisions.
-Excellent communication and project management skills with business level English and Japanese.
-Consumer focus, strategic thinking, excellent interpersonal skills with the ability to collaborate effectively
across teams and cultures.
Preferred Qualifications:
-Self-starter and impact-driven,enjoy taking ownership of your role
-Quick learner and problem solver with a strong analytical mind set and eager to learn and develop with a
passion for using data to improve campaign performance.
Our client is a global company that develops and sells premium pet food.