New York, New York, US
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Manager, Retention/CRM, Clinique na

Country : USA USA

State : New York

Town : New York

Category : Sales

Contract type : Permanent

Availability : Full time

Job description

Who We Are Sure, you know Estée Lauder, but do you know the Estée Lauder Companies Inc. full family of brands? We're also MAC, Clinique, La Mer, Origins, Bobbi Brown, Aveda, Jo Malone London, Bumble and bumble and Too Faced... just to name a few. You know us. You love us. Why not work with us? With headquarters in the heart of Silicon Alley in Manhattan's Flatiron District, we connect with our customers anytime, anywhere, from any device. We're committed to innovation, working with the best tools and technologies available to help our shoppers seamlessly navigate the digital world of beauty. ELC Online is a collaborative work environment that hums with the buzz of 80% female leadership. It's also home to bold technologists, marketers and ecommerce renegades who are shaping the future of beauty. What We Offer Free Product Allowance & Employee Discounts (on ELC products and also at gyms, retailers, restaurants, more) Tuition Reimbursement & Student Loan Contributions Generous Parental Leave (20 weeks) Flexible Summer Friday options Benefits eligibility on day 1 Competitive 401k company match & a company-funded retirement growth account Job Summary The Manager of CRM/Retention and Email Marketing will work on all facets of Loyalty (Global oversight) and email marketing for Clinique North America. The position requires a combination of analytical, strategic and creative thinking in order to manage revenue goals while staying ahead of industry and channel trends. The candidate should possess an understanding of E/M Commerce and email production. This position will report to and work closely with the Executive Director, of North America E-Commerce Marketing to deliver and achieve overall strategic objectives with all Retention Marketing Campaigns. Responsibilities Retention Marketing Oversee daily operations of the Clinique.com emails, including developing email calendars, coordinating with other marketing teams on key themes and promotions; execution and deployment of email campaigns; measurement and analysis of key business metrics; and communication of results to the team and senior leadership. Develop custom segmentation strategy with dual NA and Global focus based on customer engagement, shopping behavior and KPIs, with a focus on launching customer lifecycle email campaigns and optimizing triggered email campaigns. Increase engagement and conversion by creating personalized, highly relevant emails. Leverage purchase data and customer behaviors to build personalized dynamic emails, offers, messages, content and products to ensure an exceptional customer experience. Collaborate with Director (and team) on email marketing in regard to ideation & creation of assets with a focus on the Online and Brand (In-Store) priorities as well as tactics to meet daily sales plans. Manage and distribute a US and CA email marketing calendar. Work with internal functions (Creative, Editorial, NOAM Marketing, Artistry, CRM, etc.) to coordinate and develop all copy and creative assets necessary to support email programs. Ensure emails have omnichannel approach. Create test plans incorporating response analysis to optimize campaigns. Design A/B tests to improve key retention metrics. With the support of the Email Marketing Coordinator, QA all test email segments prior to email going live. Management of email production vendor and the Email Service Provider. Omnichannel Drive omni capabilities for 360 engagement via direct mail, mobile and push notifications. Key stakeholder in Clinique mobile applications with a focus on data sufficiency to support existing customer lifecycle strategy and programs. Drive retailer integrations with loyalty and omni channel strategies. Loyalty Lead North America loyalty strategy with oversight into execution and YoY profitability and contribution to overall NA business. Develop robust consumer offering for loyalty campaigns with close attention to key performance metrics, IPT, repeat rate, annual spend and tier migration. Proactively implement necessary program changes to adapt Loyalty program to meet the needs of the Omni consumer. Cascade all learnings to global partners on a quarterly or as needed basis. Lead strategy for global rollout communications with executional support from global online team. Analytics & Reporting Monitor, track and report on email performance on a bi-weekly basis while at the same time focusing on the competitive trends. Gather data for analysis of sales and program-specific performance regularly for all retention campaigns and make recommendations for how to improve performance. Data collection for daily/weekly/monthly reporting on sales, traffic and customer behavior (through use of Excel). Compile reports with key metrics, benchmarks and learnings, along with a summary of insights to optimize. The reports would be shared, distributed and reviewed by the supervisors and senior leadership. Use performance analysis to refine email and retention strategies, such as segmenting customers, optimizing customer lifecycle programs and triggered campaigns.


BA/BS required; 5+ years experience with at least 3 years related web marketing/ecommerce business experience. Experience in online performance marketing specifically experience in managing paid search and display advertising campaigns. College degree required. Detail-oriented, ability to multi-task; Ability to prioritize and manage multiple projects simultaneously in a fast-paced, deadline-driven environment; Strong organizational skills; Proactive problem solving abilities. Prior experience with budgeting, A&P, ROI analysis. Excellent verbal and written communication skills. Must be a brand advocate and team player. Highly proficient in MS Office (Outlook, Excel, PowerPoint). Aptitude for working with Internet tools (i.e. web-based reports, analytics packages, and various multimedia technologies). Thorough understanding of website metrics, data analysis, and reporting tools
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