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Manager, Omnichannel Customer Retention

Tokyo, Japan
Closing date
20 Jun 2024

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Job Details

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last-for you to be yourself in.

Coach is part of the Tapestry portfolio - a global house of brands committed to stretching what's possible.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Position Title: Manager, Omnichannel Customer Retention Data Architect

Reports to:Sr. Manager, Omnichannel Customer Retention

Location: Tokyo

Primary Purpose:
The primary purpose of the Omnichannel Retention Manager is to contribute to the development and execution of integrated omnichannel strategies aimed at attracting, retaining, and expanding our brand's customer base. This position is responsible for implementing various retention activities, including project management of the VIP program and system integration of CRM-related technologies. Additionally, the Manager plays a crucial role in data analysis and reporting to inform decision-making and optimize retention strategies for enhanced customer engagement and loyalty.

Key Responsibilities:
  • Evolve the existing retention program and customer communications by enhancing both the technical infrastructure and content to better engage and retain customers.
  • Enhance customer communications by leveraging CRM and MA tools available. This includes tasks such as managing customer database, developing new MA scenarios, and optimizing contents, customer touchpoints, and frequency.
  • Collaborate with Digital & IT teams to establish technical foundation for customer data management, focusing on improving customers' LTV. Support the redesign of customer database and interface architecture for future scalability.
  • Reporting and analyzing the performance of retention activities. This includes assessing the overall sales impact on the brand (both offline & online) to derive actionable insights and make recommendations for improvement.
  • Project manage various retention activities including loyalty program initiatives and reactivation tactics by collaborating with Retail team, ensuring timely and effective implementation.

  • Bachelor's degree required.
  • Proficiency in CRM and clienteling tools, along with marketing automation platforms such as Sales Force Marketing Cloud, Customer Data Platform, Snowflake, Blue core, LINE, etc.
  • Proven analytical and numerical ability utilizing customer data.
  • Minimum of 4 years of work experience in consumer goods or retail field, with demonstrated experience in omnichannel marketing and customer retention.
  • Fluent in Japanese and strong written communication skills in English required. Business level speaking English is preferred.
  • Experience to analysis with SQL writing is highly preferred.
  • Self-starter with a proactive and result-driven mindset, capable of independently managing several projects simultaneously.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and requirements.

Our Competencies for All Employees
  • Courage : Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
  • Creativity : Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Dealing with Ambiguity : Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
  • Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  • Interpersonal Savvy : Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers
  • Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Developing Direct Reports and Others:Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
  • Building Effective Teams : Blends people into teams when needed; creates strong morale and spirit in theirteam; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Coach 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 Coach at


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