Sr. Manager, Customer Communications

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Last checked: 2 hours agoStatus: Live

Job Summary

Own and optimize the omni-channel retention and loyalty communications strategy, aligned to brand and commercial goals. Lead clienteling and CRM campaigns across email, SMS, direct mail, and in-store touchpoints, partnering with digital, retail, and brand teams to deliver consistent personalization. Use CRM and customer insights to refine tactics, track KPI performance, and improve ROI and lifetime value. Coordinate CRM platform enhancements and train store teams to leverage tools for loyalty engagement.

Location: Japan

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Sr. Manager level

Key Responsibilities

•Develop and manage the omni-channel retention and loyalty communication strategy aligned with brand and commercial goals.
•Define and segment customer audiences for targeted messaging and set retention KPIs (e.g., repeat purchase rate, active customer rate, lifetime value).
•Plan and execute clienteling and CRM communications across email, SMS, direct mail, and in-store touchpoints.
•Analyze customer behavior, purchase patterns, and churn trends; use CRM tools to track retention communication performance and ROI.
•Partner across digital, retail, and marketing communications teams; coordinate CRM platform enhancements and train store teams on CRM tools for clienteling and loyalty engagement.

Key Requirements

•Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
•7+ years’ experience in CRM, loyalty, or retention marketing communications (fashion retail experience strongly preferred).
•Proven track record driving repeat sales and customer engagement through omni-channel communications.
•Proficiency in CRM platforms such as Salesforce Marketing Cloud and Adobe Campaign (or equivalent).
•Experience with customer segmentation, A/B testing, and communication performance analytics (strong Excel/data visualization; SQL a plus).

Experience:7+ yearsFashion retail

Education:Bachelor's in Marketing, Business, Data Analytics

Skills:Strategic thinkingAnalytical mindsetProject managementCommunicationCross-functional collaboration

Tech Stack:Salesforce Marketing CloudAdobe CampaignCRMEmailSMSDirect mailIn-store touchpointsExcelSQLA/B testing

Company Brief

Tapestry

Industry: Luxury Goods

Website

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Tapestry

1 month ago

Sr. Manager, Customer Communications

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Japan

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Sr. Manager level

Key Responsibilities

•Develop and manage the omni-channel retention and loyalty communication strategy aligned with brand and commercial goals.
•Define and segment customer audiences for targeted messaging and set retention KPIs (e.g., repeat purchase rate, active customer rate, lifetime value).
•Plan and execute clienteling and CRM communications across email, SMS, direct mail, and in-store touchpoints.
•Analyze customer behavior, purchase patterns, and churn trends; use CRM tools to track retention communication performance and ROI.
•Partner across digital, retail, and marketing communications teams; coordinate CRM platform enhancements and train store teams on CRM tools for clienteling and loyalty engagement.

Key Requirements

•Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
•7+ years’ experience in CRM, loyalty, or retention marketing communications (fashion retail experience strongly preferred).
•Proven track record driving repeat sales and customer engagement through omni-channel communications.
•Proficiency in CRM platforms such as Salesforce Marketing Cloud and Adobe Campaign (or equivalent).
•Experience with customer segmentation, A/B testing, and communication performance analytics (strong Excel/data visualization; SQL a plus).

Experience:7+ yearsFashion retail

Education:Bachelor's in Marketing, Business, Data Analytics

Skills:Strategic thinkingAnalytical mindsetProject managementCommunicationCross-functional collaboration

Tech Stack:Salesforce Marketing CloudAdobe CampaignCRMEmailSMSDirect mailIn-store touchpointsExcelSQLA/B testing

Company Brief

Tapestry

Industry: Luxury Goods

Website