CRM Lead Candidate

This role plans and executes marketing initiatives for GO株式会社’s GO taxi app. The main focus is increasing app usage, loyalty and customer lifetime value through user analysis and CRM planning and operations. The role covers the full process from identifying user issues and designing segments and scenarios to executing initiatives, monitoring results and improving them through PDCA.

Responsibilities include using tools for user analysis and segmentation, designing scenarios for each user segment, planning and operating CRM initiatives, and researching user needs through UX research and market studies. The role also monitors KPIs through numerical analysis and plans and executes follow-up actions. It includes planning, designing and coordinating customer campaigns, as well as designing and promoting benefits for the status program.

The position takes a broad view of all customer touchpoints. It includes directing UX/UI design related to the user experience, coordinating with internal departments from a marketing perspective, and communicating with external partners. Some discussions will cover technical aspects of executing initiatives.

Candidates should have either experience planning CRM initiatives for app users at an operating company, generally for about two or more years, or experience at a CRM/MA tool vendor covering client issue identification through CRM planning, proposals and operational consulting. Experience or knowledge in designing and operating CRM/MA tools for about one year or more is also stated as relevant. Experience planning, designing, executing and evaluating customer campaigns through PDCA is required among the listed experience areas.

Preferred experience includes using KARTE, building or designing email marketing environments and operating their PDCA cycles, UI/UX or customer experience design, content planning and operations, and basic knowledge of digital marketing such as advertising operations.

The role works closely with the product team, related internal departments and external partners. It supports the GO app’s user relationship building and service outcomes through CRM, data marketing, campaign planning and experience design. The position is based in Minato-ku, Tokyo. Employment is full-time and the work uses a super flextime system with no core hours. The position is generally expected to be worked on scheduled working days. Annual salary is determined according to skills and experience and includes a fixed overtime allowance for 45 hours per month, unless hired as a managerial supervisor. Salary revisions occur twice yearly, with a performance-linked lump-sum payment once yearly. Benefits and provisions include transportation reimbursement up to 50,000 yen per month, social insurance, a taxi trial subsidy, a 10,000-yen monthly New Normal allowance, child allowance, welcome lunches, club activities and casual clothing. Holidays include weekends, public holidays, paid leave, year-end and New Year holidays, condolence leave, nursing care leave and childcare-related leave.