E-commerce Digital Experience Manager

Full-time Onboarding CRM Communication Strategy Decision-Making Positioning

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.

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