Sr. Manager, Customer Communications

Tapestry
Japan
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 7+ yearsEducation: bachelorsSkills: ["Strategic thinking","Analytical mindset","Project management","Communication","Cross-functional collaboration"]

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.

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FursaFursa
Tapestry
Tapestry
3 months ago

Sr. Manager, Customer Communications

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Last checked: 5 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
Global luxury fashion group that owns and operates brands including Coach, Kate Spade, and Stuart Weitzman. Designs, markets, and sells handbags, accessories, footwear, and apparel through retail and wholesale channels.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Revenue: USD 5M to 10M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 2017
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Glassdoor: 3.7
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