Manager/ Assistant Manager, IT CRM Retail Omni BA

Tokyo, Japan
22 Sep 2022
01 Oct 2022
Position Title: Sr Analyst (Business Analyst)

Reports to: Director, Information Technology ( located in Hong Kong)

Make a Lasting Impression. Join Tapestry, the first New York-based house of modern luxury lifestyle brands. A successful career at Tapestry is built on hard work, determination and a genuine passion for what you do. At Tapestry, you are part of a global house of brands that is built around our shared values of optimism, innovation and inclusivity. We believe anyone from anywhere can have the best idea, and with creativity and perseverance, anything is possible.

Whether it be Coach, Stuart Weitzman or Kate Spade, each of our great brands around the world helps people express themselves in their own unique ways.

Key Responsibilities:
  • Acting as Business Analyst for Customer Engagement System (CRM/LINE/Clienteling/Loyalty Program) in Asia regions cross brands
  • Find out best solution according to business roadmap and priority requirements
  • Ongoing support for the incidents/errors and call out handling from stakeholder
  • Analyze root cause of Issues with counter parts and venders who are in global countries (mainly Asia and US)
  • Be the front line of IT department for business users in terms of store/customer engagement related activities such as project, change request and issue resolution
  • Provide recommendations/solutions to stabilize customer engagement systems across Asia
  • Manage testing including review the test result to keep quality of retail/customer engagement systems
  • Smooth support turnover(post go-live support) to support team as a part of project deliverables
  • Participate and cooperate in various phases of projects impacting retail stores, but which are led by other IT team
  • Build strong relationship with Asia, US, Europe counterparts
  • Perform project management which manage timeline, people and budget

  • Strong knowledge of retail Customer Engagement systems
  • Ability to understand issues and system errors from a technical standpoint
  • Experience in partnering with business users and other IT team members to design and implement system across regions
  • Regional Project/Vender management experience.
  • Strong communication and documentation skills both in Japanese and English. Chinese capability is strongly plus.
  • Understanding/Experience Agile methodology and DevOps concept & its processes
  • Knowledge of IT project management, such as Fit/Gap analysis, design review and software testing review
  • Person who has a strong sense of responsibilities and ownership
  • Basic SQL Database/ Web Application / iOS Application knowledge

Desired Skills
  • Strong communication skill
  • Strong documentation skill
  • Knowledge of Customer Engagement System (CRM,CDP, Unica, Line, Wechat) functions / systems
  • Retail Industry / Lifestyle brand working experience
  • Multi-region/country systems implementation experience
  • Multi-brand system management experience

  • IT Organization is regionally structured in Asia, and Retail and Customer Experience Systems team has members in Japan and in China.
  • Asia stores include Japan, China, Hong Kong/Macau, Taiwan, Korea, Singapore, Malaysia and Australia/New Zealand
  • Multi-brand system projects and support in Japan, Asia, and in Europe (COACH, KATE SPADE, STUART WIZEMAN, but not limited to these) - approx. 750 stores

Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Tapestry, Inc. at

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