Sr. Manager, Customer Communications (CRM)

Location: Minato-Ku, Japan (Tokyo Corporate Office)

Company

hirify.global is a global house of fashion brands whose portfolio includes Coach.

What you will do

• Develop and manage omnichannel retention and loyalty communication strategies aligned with brand and commercial goals.
• Define customer segments and execute personalized clienteling and CRM communications across email, SMS, direct mail, and in-store touchpoints.
• Manage loyalty program communications, including member acquisition, engagement triggers, and reward updates.
• Analyze customer behavior, purchase patterns, churn trends, communication performance, and ROI to refine campaigns.
• Coordinate promotional calendars and CRM platform enhancements with e-commerce, retail, marketing communications, IT, analytics teams, and external vendors.
• Train store teams to use CRM tools for clienteling and loyalty engagement.

Requirements

• Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
• 7+ years of experience in CRM, loyalty, or retention marketing communications.
• Experience driving repeat sales and customer engagement through omnichannel communications.
• Proficiency with CRM platforms such as Salesforce Marketing Cloud, Adobe Campaign, or equivalent.
• Experience with customer segmentation, A/B testing, communication analytics, Excel, and data visualization.
• Strong strategic thinking, project management, communication, collaboration, and analytical skills.

Nice to have

• Fashion retail experience.
• SQL knowledge.

Culture & Benefits

• Inclusive, innovative, and customer-focused working environment.
• Emphasis on creativity, strategic agility, learning, and delivering results.
• Focus on building effective teams and developing employees.
• Equal opportunity and affirmative action employer.