Purpose and objectives of the job:
The Marketing function in Japan and South Korea is responsible for driving brand awareness and strengthening brand equity. The CRM Manager plays a key role in developing and executing customer relationship and communication strategies that enhance engagement, foster loyalty, and increase customer lifetime value.

This role works closely with E-commerce and Retail teams (DTC team) to implement CRM programs, campaigns, and personalized customer experiences across both online and offline channels. The position also oversees customer data management, ensuring accuracy, integrity, and effective utilization to support business growth.

Tasks and accountabilities:
< CRM Strategy & Planning >
- Lead collaboration with the DTC team to enhance CRM systems and support online, offline, and omnichannel initiatives.
- Drive customer retention, reactivation, and loyalty programs tailored to local market needs.
- Design, develop, implement and monitor customer engagement initiatives (through clienteling and customer outreach initiatives)
- Identify opportunities to elevate the end-to-end customer journey through personalized, relevant, and consistent interactions across Birkenstock’s online and offline touchpoints.
- Contribute from a CRM perspective with other channels to the development and implementation of new product launches, new events, customer experiences, etc.
- Partner with external platforms (e.g., LINE/Kakao) to ensure effective data synchronization and integration.

< Customer Data & Insights >
- Oversee customer database accuracy, growth, and segmentation strategies.
- Collaborate with local and global ECOM teams to ensure system integrity and alignment.
- Analyze customer behavior and purchasing patterns to identify opportunities for deeper engagement.
- Deliver monthly CRM dashboards and actionable insights to DTC and Marketing teams.
- Collaborate with channels and markets to improve the quality, usage, and impact of customer data and dashboards.

< Campaign Managements >
- Plan, execute, and optimize online, offline, and omnichannel CRM campaigns.
- Lead the implementation and automation of CRM campaigns using Braze (email, MMS, LINE, Kakao).
- Develop personalized customer journeys using segmentation and marketing automation tools.
- Ensure consistent and elevated communication across all customer touchpoints.
- Leverage global assets and toolkits while localizing deployment strategies for market effectiveness.

< Loyalty Program Management>
- Manage the brand’s loyalty program, including tier structure, benefits, and lifecycle communications.
- Monitor program performance and recommend improvements to enhance customer satisfaction and retention.