Senior Manager, CRM (Multi-Cultural Beauty)

L’ORÉAL GROUP
L’ORÉAL GROUP
New York, NY, US
Country :
USA
State :
New York
Town :
New York
Contract type :
Permanent
Availability :
Full time
Job reference n° :
70099

Job description

Senior Manager, CRM and Loyalty | Multi-Cultural
Beauty ICCThis highly
visible role will collaborate with the AVP Digital Platforms & CRM in
developing and executing a best in class integrated customer strategy across
all multi-channels including digital properties for the brand. The Senior Manager of CRM and Loyalty will be
responsible for the execution and continuous refinement of the CRM and Loyalty
strategy and execution. The successful candidate will work closely with multiple business stakeholders, agencies and division/corporate teams to manage
briefing, execution and post-campaign analysis, while meeting all milestones
and ensure business goals are met. The Senior Manager of CRM and Loyalty will work on ‘Single View of Customer’ learnings and
to provide insights based on factors such as customer value or customer
segments. This will include
collaboration on the development of standardized templates and monthly report
summaries to be distributed throughout the Brand marketing and senior
management teams as well as Corporate. This role will also include management
of the new Multi-Cultural
Beauty loyalty program, to help drive
membership and cross-category purchase, with a focus on engagement and
redemption.The successful candidate will have a demonstrated track record of
professional excellence particularly in the fields of CRM/Multi-channel
marketing (including web, mobile, email, loyalty) having managed best in class
digital initiatives and led both inbound and outbound CRM in high-growth
market-leading companies. Specific responsibilities
within each area include:CRM/Multi-channel:
- Responsible for the daily management
and execution of the CRM/Multi-channel plan for Multi-Cultural Beauty (including
but not limited to web, email, media) to increase consumer LTV, build lasting consumer relationships and
create consistency in all customer contact
- Develop ongoing strategies and an
annual calendar to continually test, learn and leverage in order to maximize consumer
LTV scores within the Multi-Cultural Beauty dB (segmentation/modeling and the
development of a communication strategy around acquisition, lift, shift, and
retention)
- Responsible for the day to day
management and ongoing business rules definition/refinement/creation for
the personalization and product recommendation system, leveraging explicit
and implicit customer data.
- Own the overall health of the database
including refreshes, scrubs/cleansing
- Manage the day to day relationship with
the business services agency including the strategy, execution and testing of
all emails, SMS and other multi-channel communications
- Articulate clear business justification, prioritization, and
dependencies around the CRM/Multi-channel strategy
- Work with manager to manage loyalty
program to retain key customer segments through specific conversion targets,
cross selling, and promotional activity
- Work with email and database provider
to take advantage of available technology to automate manual processes and
improve communications relevancy by developing behavioral and remarketing
campaigns
- Understand industry standards and
develop key performance indicators for all CRM initiatives
- Lead external teams/consultants on
special projects related to gaining a deeper understanding of the database.
Make recommendation based on results and implement programs
- Qualifications:
- Must have proven track record in driving CRM strategies, opt-ins, database
growth, digital engagement, ecommerce sales, and analytics across channels
- Strong presentation skills and a particular aptitude for
synthesizing complex material so that it is clear, meaningful and
actionable to a variety of stakeholders
- Excellent teamwork skills
- A facilitator and collaborator; able to work in fast-paced,
demanding environment
- Advanced analytical skills and in-depth database segmentation
experience
- Ability to work closely with a diverse group of individuals of
various functional disciplines
- Big-picture thinker and experience in a dynamic, high-growth
environment
- Must possess excellent creative, organizational, verbal and
written communication skillsEducation/Experience:
- BA/BS in Marketing, Communications, Business Management. MBA
preferred, not required.
- 8+ years relevant industry experience with 5+
years’ experience specifically in CRM and loyalty, required.
- Experience managing a loyalty program preferred
- Experience with programmatic media is a plus
- Strong and proven interactive track
record/performance.
- Background/interest in cosmetics/beauty/hair/skin
care preferredThis description is designed to indicate the general nature and level of the work performed by employees within this position. The actual duties, responsibilities, and qualifications may very based on assignment or group.
We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.
If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email USApplicationAccommodation@support.lorealusa.com. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.