Marketing and Customer Relations Manager

Under the direction of the VP, this position oversees Genki Sushi USA, Inc, Mensho and future businesses promotion and advertising efforts to drive sales and build brand awareness. The incumbent will be responsible for developing an overall marketing plan, approving campaigns, and measuring the return on investment of various advertising methods. This position will also become the face of exceptional customer service as our Customer Relations Manager (CRM), the incumbent, will be the driving force behind building solid and lasting relationships with our valued customers.

General Duties:

• Marketing and Promotion Duties
• The primary focus is creating and executing marketing strategies to promote products or services and drive sales.
• Develop and implement comprehensive marketing plans across various channels, including digital, social media, email, content, and traditional media
• Analyze market trends, competitor activities, and customer data to identify opportunities and optimize marketing campaigns
• Collaborate with cross-functional teams, such as sales and product, to ensure consistent messaging and seamless customer experiences
• Create compelling and visually appealing marketing content, including website copy, social media posts, email newsletters, and promotional materials
• Manage and optimize digital marketing campaigns, including search engine marketing, display advertising, and social media advertising
• Track and analyze marketing performance metrics to measure the success of campaigns and inform future strategies
• Stay up-to-date with the latest marketing trends, technologies, and best practices to improve our approach continuously

Key Responsibilities:

Marketing Strategy Development :

• Developing comprehensive marketing plans and campaigns with a financial perspective.
• Setting marketing goals and Key Performance Indicators.

Campaign Management :

• Executing marketing campaigns across various channels (digital, print, social media, etc.).
• Managing budgets and resources for marketing initiatives.

Market Research :

• Conducting market research to understand customer needs and market trends.
• Analyzing competitors and market positioning.

Brand Management :

• Maintaining and enhancing the company’s brand image.
• Ensuring brand consistency across all marketing materials and channels.

Operations Collaboration :

• Working closely with the Operations team to align marketing efforts with sales goals.
• Generating leads and supporting the operations initiatives.

Key Skills:

• Strategic thinking and planning.
• Creativity and innovation in campaign development.
• Strong understanding of market research and analysis.
• Proficiency in digital marketing tools and techniques.
• Excellent communication and presentation skills.
• Budget management and ROI analysis.
• Basic financial skills such as B/S and P/L.

• 
  Customer Relationship Management (CRM) Duties:
• The primary focus is managing and improving the company's and customers' relationships.
• Serve as the primary point of contact for all customer inquiries, concerns, and feedback
• Respond promptly and professionally to customer emails, phone calls, and chat messages
• Proactively identify and resolve customer issues, going above and beyond to ensure their satisfaction.
• Maintain detailed records of all customer interactions and communications.
• Develop and deliver engaging customer training and educational materials.
• Continuously analyze customer data and trends to identify opportunities for growth and retention.
• Foster a positive, customer-centric culture within the organization.

Key Responsibilities:

CRM System Management :

• Overseeing the implementation and maintenance of CRM systems.
• Ensuring data integrity and privacy compliance.

Customer Data Analysis :

• Analyzing customer data to identify trends and opportunities.
• Segmenting customers for targeted initiatives.

Customer Engagement :

• Developing initiatives to enhance customer satisfaction and retention.
• Implementing loyalty programs and personalized communication strategies.

Cross-Departmental Collaboration :

• Working closely with Operations, Accounting, and IT teams to ensure CRM effectiveness.
• Work closely with cross-functional teams to implement process improvements and enhance the customer experience.

Continuous Improvement :

• Monitoring industry trends and integrating new CRM technologies and processes.

Key Skills:

• Technical proficiency with CRM systems. Mobile Apps.
• Strong analytical skills.
• Excellent communication skills.
• Project management abilities. PMO.
• Customer-focused mindset.
• Leadership and team management.

Requirements:

• Bachelor’s degree in Marketing, Communications, Business, or a related field.
• Minimum five years of experience in a marketing management role, preferably in a fast-paced, dynamic environment.
• Minimum 3-5 years of experience in a customer-facing role, preferably in a fast-paced, dynamic environment.
• Proven track record of developing and executing successful integrated marketing campaigns that drive measurable results
• Excellent written and verbal communication skills, with the ability to tailor messages to various stakeholders.
• Proficient in the use of marketing analytics tools, such as Google Analytics, social media analytics, and email marketing platforms.
• Strong project management and organizational skills, with the ability to juggle multiple priorities and meet deadlines.
• Creative and strategic thinker with a passion for staying ahead of industry trends.
• Collaborative team player with the ability to work cross-functionally.
• Exceptional communication and interpersonal skills, with the ability to build trust and rapport with customers.
• Strong problem-solving and critical thinking abilities, with a solutions-oriented mindset.
• Proficient in using customer relationship management (CRM) software and other relevant tools.
• Excellent organizational and time management skills, with the ability to multi-task and prioritize effectively.
• Proven track record of delivering outstanding customer service and exceeding client expectations.