eCommerce/CRM Manager for Consumer and Luxury

Tokyo, Japan

Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. COTY is the global leader in fragrance and number three in color cosmetics. COTY’s products are sold in over 150 countries around the world. COTY and its brands are committed to a range of social causes as well as seek to minimize its impact on the environment. For additional information about Coty Inc., please visit www.coty.com. 

THE ROLE

• eCommerce/CRM Manager is responsible on the eCommerce sales growth for both Consumer and Luxury Business Unit, as well as building the omni-channels stragegies with advansed CRM for the retail business in LUX Business Unit.
• Successfully enhancing the customer loyalty/ retantion and new customer recruitment, while improving customer experience in responding to customer lifecycle/ journey of the brand.
• Responsible for revenue and profit targets achievement at eCommerce channels by monitoring sell-out and profitability, increasing the conversion tactics, and optimizing the omni channel strategies with the actionable plans.
• Reporting to Marketing Director
• Work closly with Sales team, Marketing team, Demand Planning and Supply Chain team
• External stalesholders are each eCommerce retailers (pure players, retail.com) and logistic partners, Digital Agencies  

KEY RESPONSIBILITIES

• Develop and roll out eCommerce business strategies on ‘pure players’ platform’ for Consumer Business Unit, and ‘retail.com platform’ for Luxury Business Unit.
• Develop and implement the online promotions to increase eCommerce traffic, conversion, average order value, profitability.
• Design and update the eCommerce site contents to provide the customer experiences for the growth of conversions and customer acquisitions.
• Create and manage the sales forecast for eCommerce in S&OP cycles.
• Manage A&CP budget for the efficient advertising investment and contents creations.
• Build the strategic partnerships with eCommerce retailers and well leverage thier promotion plans.
• Launch new CRM system by leveraging APAC CRM system/method for Luxury Business.
• Based on the customer data analysis, build customer lifecycle model, define customer segmentation, and translate customer insights into actionable recommendations.
• Drive key CRM KPIs such as New Recruitment, Conversion Rate, Repeat Rate, Retention Rate, etc.
• Provide timely the CRM KPI report and the analysis of consumer insights for the to-go MKT/ Sales plans and for the forecast update.
• Closely work with Sales and Marketing teams on the alignment for the promotion plans
• Ensure the seamless integration of online and offline business
• Work on opportunity for new business exploring

WHAT YOU WILL BRING 

• 7+ years of solid experience in eCommerce and/or CRM in the consumer goods industry, prior experience with the cosmetics/ beauty industry is an advantage
• Strong analytical skills on the customer data-base to improve the KPIs and to mximize the ROI and business opportunities
• With the strategic views to drive the sales by adapting with the entire Marketing strategies into eCommerce/ CRM plans
• Hands-on players to operate the eCommerce/ CRM business with the ability to solve problems independently
• Higher communication/ inter-personal skills to effectively build the relationships with internal and external partners
• Ability to handle the multi-tasks with a disciplined approach to evaluating the priorities in the fast pace and the matrix organization
• Fluent in both Japanese and English
• University degree or above