|部署・役職名||Client Experience and Relationship Manager|
・Client Data Capture
In charge of the management of all Data Capture tools available on the market （e－Client Card, LINE, Web forms, …） and the adoption of the tools by our sales staff for all networks （Retail, Travel Retail, Partners, …）
Monitor all Client Data KPIs on both quantitative and qualitative aspects such as the client satisfaction, e－mail registration rate, etc.
Create dedicated programs to support our sales staff in achieving their data capture store and individual results.
・Client Data and Knowledge
Support the development, maintenance and enhancement of client data and client intelligence tools （Salesforce Service Cloud and Marketing Cloud, SAP Analytics Cloud, Looker, …）
Create and share qualitative client lists, client data and insights across office departments and networks （Loyalty lists, Opportunity lists, Yearly Strat Plan support）
Create and organize activities for all Cartier stakeholders focusing on the importance of Client Data
・Omni－channel Client Experience projects and campaigns
Client Journey and Experience related
Design, Improve, and Optimize the client journey across all touchpoints
Foster and lead in－store client experiential developments across all departments and functions
Identify client experience pain points and gather clients’ feedback
Define and coordinate action plans to remove hurdles across the client journey
Lead in particular the digital client experience, including all Salesforce related activities and projects
Coordinate the digital client activation calendar across office departments such as Client, MarCom, Retail, etc.
Adapt all worldwide client activation campaigns to meet the needs of our audience in Japan
Create and implement locally new automated, omni－channel client journeys based on the global company strategy
Define specific and local client contact plans and ad hoc campaigns in line with our business priorities in Japan
For all the actions mentioned above, define precise client targets on which to push the right offer, at the right time and on the right channel of communication
Ensure these actions are cascaded down to all physical networks
Through Salesforce functionalities （Web Studio, Advertising Studio, …）, test and try new actions to reach the largest audience possible through new communication channels.
・Client Satisfaction ＆ Performance Monitoring
Manage the Client Experience Barometer and work hand in hand with Retail department on the development of specific programs to reach the highest satisfaction possible among our clients
Through different reports and with careful attention on Sales/ROI, monitor and communicate results of the Client Marketing activities to the management, across office departments and Central teams.
【必須（MUST）】Knowledge of Salesforce Service Cloud and Salesforce Marketing Cloud
Knowledge of Project Management tools （ASANA, Microsoft Teams, …）
Knowledge of SAP BI and SAP Analytics Cloud
Knowledge of LINE business account
Proficient in Microsoft Excel
Japanese Level: Fluent
French is a plus