CRM Manager - Luxury Division

At L’Oréal, we’ve made it our quest to deliver beauty for all. It’s an aim that has seen us expand into over 130 countries and to develop operations across every retail distribution channel too. And we can honestly say that our careers are just as diverse as our business. After all, at L’Oréal, nothing is impossible.

As CRM Manager within the Luxe Digital team you will implement the CRM and Loyalty strategy for the Luxe Division. You will be responsible for:

• Managing the accurate and timely delivery of the CRM contact strategy for multiple brands across the Luxe Division including Lancome, YSL Beauty, Armani Beauty, Kiehl’s, Urban Decay, Clarisonic, Shu Uemura and Viktor and Rolf.
• Managing and optimising all trigger, campaign, product launch, event and tactical emails with a focus on creative, messaging, offer and data selection
• Managing the email process workflow including planning the Luxe centralised email calendar
• Ensuring timely completion of creative briefs, collaborating with local and global brand and digital teams on content, obtaining timely approvals on email content from key stakeholders and ensuring accurate Q&A while testing email assets
• Optimising the customer journey by both liaising with web merchandising team and educating stakeholders
• Daily interaction with agencies to deliver and optimise all email programmes
• Track key email metrics by various segments, establishing benchmarks for each
• Analyse findings, identify trends to share and recommend a course of action to the business on a weekly basis
• Manage the implementation of Luxe loyalty programmes with a focus on member enrollment, member benefits, promotion fulfillment, and programm reporting, performance and evolution
• Be the Luxe guru on all aspects of email marketing
• Conduct monthly competitor and industry analysis
• Management of a CRM intern to support on all operational tasks 

The key qualities and skills required are:

• Experience in CRM and working within a retail environment
• Strong problem solving skills
• Exceptional attention to detail
• Proven organisational and IT skills, together with the ability to prioritise and adapt within a changing environment
• Highly personable with the ability to engage and coach multiple stakeholders
• Experience with Adobe Campaign and Sales Force is an advantage