Customer Relationship Manager

Working alongside a wonderful team at The Peninsula Tokyo, we are seeking a Customer Relationship Manager to achieve the company’s objectives and create a memorable guest experience.

• Work for a highly prestigious hotel in Sales & Marketing Division.
• Staff at The Peninsula Tokyo are talented, highly motivated, dedicated to excellence and have an aptitude for languages.

Key Accountabilities

To cultivate and expand our customer database through meaningful relationships built on personalized service principles (PSP), we aim to strengthen client loyalty, introduce tailored services and experiences, and forge new connections in untapped market segments.

• Build Strategic Relationships: Foster strong, professional relationships with clients to secure diverse business opportunities for the hotel and its outlets.
• Serve as Primary Client Liaison: Act as the central point of contact for targeted end clients, addressing also non-restaurant-related inquiries, for any experience at the hotel.
• Collaborate on Marketing Initiatives: Partner with the Director of Food & Beverage (F&B) and Digital Marketing team to develop and promote targeted offers and campaigns for top clients using the customer database.
• Support Event Planning and Execution: Work with the Director of Sales & Marketing (S&M), Director of F&B, SPA Management and PR team to design, promote, and execute mainly revenue-generating F&B-related hotel events related to customers withing the job scope, not regular business events.
• Analyze Guest Feedback: Develop and implement a system to collect, analyze, and act on guest feedback for F&B outlets to enhance customer satisfaction and generate ideas for new initiatives.
• Engage with Post-Event Feedback: Ensure timely follow-up on feedback from F&B promotions and events, responding professionally to acknowledge and thank customers.

General Requirements

• Strong command of communication skills, teamwork and collaboration skills.
• Diploma or University degree
• Fluency in English