Manager, Customer Engagement

CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. For this role, we are looking for candidates based in Tokyo. You may work from home in Tokyo however, you will be required tofrequently travel for conferences, business requirements or for company/team events.

As Manager, Customer Engagement, you will work closely with the Customer Relationship Management (CRM) team on a range of interesting projects across customer sentiment, customer engagement upselling and cross-selling and campaign execution & management.This is an excellent opportunity where you can apply your skills and learn new skills by working on real business projects in the retail context.

• Defining the customer lifecycle and plan campaigns to engage customers at every stage.

• Mapping customer journeys by analyzing touch points along a pipeline and maximizing business opportunities with this information.

• Planning and delivering online and offline customer engagement strategies to increase loyalty and retention rate among existing customers.

• Managing the subscription program end to end from acquisition to renewal.

• Monitoring and maximizing customer lifetime value strategies ensuring maximum profitability.

• Segmenting customer databases, understanding each customer's needs, wishes, and purpose to effectively run marketing campaigns to generate business.

• Knowing competition and strategizing accordingly to increase the market share.

• Working with internal teams to create and execute highly effective campaigns.

• Creating engagement strategies on various CRM channels like email, SMS, social media etc.

• Collaborating with creative designers and content marketing teams to create banners and other marketing collaterals.

• Providingcustomer insightsinto our service, delivery, and quality teams to improve customer experience or create new services.

• Expanding the customer base by upselling and cross-selling other services / products.

• Analyzing data to drive insights intowhat's working and what's not working.

• Measuring the success of a campaign to determine whether they can be improved upon in the future.

• Working on global projects with complete ownership and accountability.

• Native Japanese verbal and written language skills.

• Good verbal and written English language skills.

• Bachelor's or master's degree, preferably in marketing.

• Email marketing experience is required.

• Familiarity with MS Word, Excel, and Outlook.

• Prior experience in Marketing / CRM / Customer Relations / Loyalty roles is a big plus. Any experience with social media account management is a bonus.

• Enthusiastic to learn and try out new marketing campaigns / techniques.

• Out of the box thinker to bring new perspectives to the business.

• Loves to face and interact with customers.

• Enthusiastic about working in a diverse team.

• Ability to work in a dynamic environment.

efore applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, after the initial screening, there will be an assignment and three interview rounds.

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

Established in 2002, Cactus Communications () is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.