E-commerce Digital Experience Manager

Position Summary

The Owner Experience Manager will lead the development and execution of CRM and owner engagement strategies to drive customer lifetime value (LTV) retention and brand loyalty for Dyson Japan.

Reporting to the E-Commerce Director this role plays a critical part in connecting owned channels (CRM app email LINE and e-commerce) with a best-in-class owner experience. The ideal candidate will combine data-driven decision-making with a strong understanding of premium brand experience to deliver personalized and seamless customer journeys.

Key Responsibilities

1. CRM Strategy & Lifecycle Management

• Define and execute CRM strategies aligned with Dyson Japans e-commerce and omnichannel growth objectives

• Develop and manage customer segmentation frameworks based on transactional and behavioral data

• Design and continuously optimize end-to-end customer lifecycle journeys (acquisition handover onboarding engagement retention repurchase)

• Set and track key KPIs including LTV retention repeat purchase rate and engagement

2. Owner Experience & Engagement

• Design and elevate the end-to-end owner experience across digital and offline touchpoints

• Develop engagement programs for Dyson owners including onboarding journeys education content and usage activation

• Plan and execute owner-focused initiatives such as product care programs exclusive campaigns and events

• Deliver premium brand-consistent experiences that reinforce Dysons positioning

3. Personalization & CRM Activation

• Lead personalized communication strategies across channels (Email LINE App SMS and Direct Mail where relevant)

• Own campaign planning execution and optimization across CRM channels

• Leverage marketing automation tools to scale lifecycle marketing programs

• Conduct A/B testing and continuously improve performance through insights

4. Data Insights & Performance Management

• Analyze CRM and e-commerce customer data to generate actionable insights

• Translate data into clear recommendations to improve engagement conversion and retention

• Develop reporting frameworks and dashboards to track CRM performance

• Partner with Data/IT teams to enhance data quality and CRM capabilities

5. Cross-Functional Collaboration

• Work closely with E-Commerce Digital Marketing Retail and Customer Service teams to ensure a seamless customer experience

• Partner with global and regional teams to align on best practices and frameworks

• Collaborate with Product Brand and Content teams to ensure consistency across touchpoints

6. Voice of Customer (VoC)

• Implement and manage customer feedback mechanisms (NPS post-purchase surveys reviews)

• Identify key pain points and opportunities across the owner journey

• Drive continuous improvement initiatives based on customer insights

Key Performance Indicators (KPIs)

• Customer Lifetime Value (LTV)

• Repeat purchase rate and retention rate

• CRM-driven revenue contribution

• Engagement metrics (open rate CTR active rate)

• Owner registration rate

• Personalization uplift and campaign performance

Required Qualifications

• 46 years of experience in CRM lifecycle marketing or customer experience

• Strong experience working with e-commerce and direct-to-consumer (DTC) business models

• Proven ability to design and execute data-driven CRM strategies

• Hands-on experience with marketing automation platforms (e.g. Salesforce Marketing Cloud Adobe Campaign Braze etc.)

• Strong analytical capability and experience working with customer data

• Experience managing cross-functional stakeholders

Preferred Qualifications

• Experience in premium/luxury or consumer electronics brands

• Experience in the Japan market with strong understanding of local consumer behavior (e.g. LINE ecosystem)

• Familiarity with subscription replenishment or product ecosystem-based businesses

• Working experience in a global or matrix organization

• Knowledge of BI tools or basic SQL is a plus

Skills & Competencies

• Customer-first mindset with strong attention to detail

• Data-driven and commercially oriented thinking

• Strong ownership and execution capability

• Excellent communication and stakeholder management skills

• Ability to balance global consistency with local relevance

Reporting Line

• Reports to: E-Commerce Director Dyson Japan

Dyson is an equal opportunity employer. We know that great minds dont think alike and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race colour religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other any other dimension of diversity.