CRM Data Analyst

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Position: Omni Channel Data Analyst Associate Manager
Company: Bulgari Japan
Work Location: Tokyo
Department: Omni Channel
Report to: Omni Channel VP

Job Summary:
The Omni Channel Data Analytics Associate Manager plays a key role in transforming Bulgari Japan’s Omni Channel data into actionable business insights that directly drive revenue contribution and luxury client experience enhancement.
This position leads data analysis and digital transformation initiatives across E-Commerce, CRM, and Client Concierge, as well as coordinates with external partners (e.g., department stores such as Hankyu) and global stakeholders.
The role also functions as a PMO for LINE Mini App development and a project lead for AI-based efficiency improvement within Client Service operations.

This position is to translate insights and findings into impactful activities that strengthen client engagement, operational excellence, and commercial results in alignment with Bulgari’s Maison values.

Key Objectives

• Maximize revenue contribution by turning insights into measurable commercial actions.
• Enhance luxury client experience through data-backed understanding of client behavior and service expectations.
• Strengthen cross-channel synergy between physical boutiques, e-commerce, and client service touchpoints.
• Support digital innovation through AI utilization and Omni Channel integration initiatives.

Key Responsibilities

1. Data Analytics & Strategic Insight Development

• Lead end-to-end data analytics across E-Commerce, CRM, and Client Concierge to identify growth opportunities.
• Translate insights into actionable recommendations that improve sales conversion, client engagement, and service excellence.
• Develop and maintain performance dashboards and executive reports highlighting KPIs and business impact.
• Partner with global HQ Data and IT teams to ensure analytical consistency and data quality across systems.

1. E-Commerce Analytics

• Monitor online performance across product categories, conversion funnels, and campaign effectiveness.
• Provide insights on user behavior and purchasing trends to optimize product offering, content, and UX.
• Evaluate digital marketing ROI and make data-backed recommendations to enhance revenue and customer satisfaction.

1. CRM & Client Insights

• Conduct client segmentation, lifecycle, and purchase pattern analysis to support personalized campaigns.
• Assess CRM initiatives (email, LINE, events) and measure contribution to client retention and reactivation.
• Partner with the High End Client Development team to identify high-value clients and tailor engagement strategies.

1. Client Concierge (Call Center / Customer Service) Analytics

• Analyze inquiry trends, call performance, and customer feedback to elevate service quality.
• Implement data-driven recommendations for process improvement and agent performance enhancement.
• Lead AI-related initiatives (e.g., proactive chat tool, text mining, predictive inquiry routing) to improve operational efficiency and client satisfaction.

1. LINE Mini App Development (PMO Role)

• Act as the PMO for Bulgari’s LINE Mini App development for integration between clienteling system and LINE, coordinating business requirements, timeline, and vendor management.
• Drive KPI setting, data tracking, and UX optimization based on user insights.
• Collaborate with HQ and local teams to integrate LINE as a core CRM and engagement platform.

1. AI & Operational Efficiency Projects

• Lead AI-driven projects focused on automating and improving Client Concierge operations.
• Identify opportunities where AI and data analytics can enhance productivity and customer experience.
• Evaluate and measure the tangible impact of AI tools on efficiency, response time, and satisfaction.

1. External Partnership Data Collaboration

• Manage data collaboration projects with external retail partners (e.g., Hankyu Department Store).
• Establish common KPIs and analytical frameworks for joint business performance evaluation.
• Deliver actionable insights to optimize both Bulgari and partner sales performance and client experience.

Qualifications:
Experience & Skills

• 5+ years of experience in data analytics, CRM, or E-commerce analytics (preferably in luxury, fashion, or retail).
• Advanced analytical skills using BI tools (Tableau, Power BI, Looker, etc.) and SQL/Python for data handling.
• Strong business acumen with the ability to connect insights to commercial impact and client experience improvement.
• Experience leading digital projects or PMO roles (LINE, CRM systems, or data-related initiatives).
• Fluent in Japanese and business-level English.

Preferred Qualifications

• Experience in AI, automation, or NLP-based projects for client service or marketing optimization.
• Familiarity with data collaboration or joint business analysis with department stores or external retail partners.
• Understanding of data governance, privacy compliance, and customer data management best practices.

Soft Skills

• Strategic and analytical mindset with strong execution capability.
• Excellent communication and presentation skills for multi-stakeholder alignment.
• Proactive, detail-oriented, and results-driven personality.
• Passion for luxury client experience and innovation through data.

Reporting Line

Reports to: Omni Channel VP
Collaborates closely with:

• E-Commerce Team
• CRM & Client Development
• Client Concierge (CS)
• LVMH IT / HQ Omni Channel /HQ CRM
• LVMH Digital
• External Retail Partners (e.g., Hankyu Department Store)

Required Competencies:

• Drive & Obsession for results.
• Entrepreneurial thinking.
• Customer focus.
• Integrity and trust.
• Growth mindset