E-commerce Digital Experience Manager

Job description

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 Japan’s 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 Dyson’s 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 4–6+ 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 don’t 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.