CRM & Loyalty Manager

L'Oreal; Montreal; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

A leading company in the beauty industry is seeking a CRM & Loyalty Manager to enhance customer relationships through strategic CRM initiatives. The role involves defining CRM strategies, managing loyalty programs, and optimizing data-driven campaigns. Candidates should have expertise in CRM software and a passion for customer engagement.

Benefits

Competitive health/dental insurance

Registered Retirement Savings Plan (RRSP)

Hybrid work model

Subsidized cafeteria

Access to virtual learning platforms

Phenomenal vacation policy

Paid year-end holiday week

500 wellness account per year

Exclusive employee discounts

Reimbursement of professional licenses

Qualifications

• In-depth knowledge of CRM software, preferably Salesforce Marketing Cloud.
• Experience in loyalty strategy definition and execution.
• Familiarity with A/B testing and journey creation.

Responsibilities

• Define and implement CRM strategy and best practices.
• Manage and grow online loyalty program.
• Ensure quality assurance for campaigns and marketing.

Skills

Data activation

Personalization

A/B Testing

Performance analysis

Agile Ways of Working

Tools

Salesforce Marketing Cloud

Job description

L'Oréal is present in 150 markets on five continents. For more than a century, L'Oréal has devoted itself solely to 'Create beauty that moves the world'; it is now the industry world leader with €29 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet. Experience the excitement of agility to shape the future of beauty; where diversity and purpose come together create meaningful impact.

Didn't imagine L'Oreal as an amazing Tech Company? Wait a minute!

Today, L'Oréal includes over 9k experts in beautytech, digital, data and ecomm and is constantly growing so that we invent the beauty of the future while becoming the company of the future.

To achieve this ambition, L'Oréal needs to continue recruiting many diverse, innovative, skilled and passionate minds in different tech domains such as Data, Digital, Cloud, Cyber Security, IT Architecture, DevOps, Applications and Infrastructure."

Key responsibilities

The CRM & Loyalty Manager will report to L'Oréal's CRM Center of Expertise, responsible for the CRM strategy definition & deployment of related activities, ensuring optimization, and implementation of best practices. They support the brand team in defining the end-to-end strategic direction across acquisition, retention & loyalty, to nurture relationships with customers through digital channels.

They're committed to sharing best practices across the team to ensure efficient work whilst driving optimal performance, and closely collaborate with and consult the brand on CRM best practices.

Professional & Technical Competencies

Creation of campaigns

• Creation of campaign briefs & agency management
• Responsible for data activation and personalization
• Accountable for acquisition and retention strategies of consumer base
• Responsible for management and growth of online loyalty program
• Definition of CRM roadmap and execution
• Definition of data collection, enrichment & activation roadmap for personalization
• Activation of triggers, email, SMS, services
• Definition, design and blueprint for trigger journey design and execution coordination
• Planning & drafting cloud pages for data acquisition & enrichment

Quality Assurance

• Accountable QA campaigns + Marketing
• Implement brand A / B testing

Governance, Operation improvements & recommendations

• Support & Secure excellence on CRM execution and actionable roadmap per brand
• Execute and adjust CRM calendar across assigned brands.
• CRM calendar recommendations on tactics and activation strategy
• Share and adopt brand best practice and recommendations
• Execute and adapt email Activation Toolkits (Templates, configurations, unsubs models etc.)
• Long-term ideal : more FTE to fully in-house execution

IN-DEPTH KNOWLEDGE OF

• CRM software (preferably Salesforce Marketing Cloud)
• Loyalty strategy definition & execution
• A / B Testing
• Journey creation
• Performance analysis
• Marketing automation
• Agile Ways of Working
• Compliance and regulations
• Competitive health / dental insurance and participation in the Registered Retirement Savings Plan (RRSP) from your first day!
• Defined benefit and defined contribution pension plan
• Access to a 24 / 7 telemedicine service (Maple)
• Hybrid work model (minimum 3 days / week in the office)
• Subsidized cafeteria, free coffee, soups, and tea
• Access to numerous virtual learning platforms
• Phenomenal vacation policy
• Paid year-end holiday week
• 500 wellness account per year
• Exclusive employee discounts of up to 50% (WOW!)
• Free BIXI membership and STM discounts
• Reimbursement of professional licenses
• And much more!

We're committed to guaranteeing inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way.

The Group strictly prohibits discrimination against any applicant for employment because of the individual's gender identity or expression, sexual orientation, visible and / or invisible disabilities, socio-economic and / or multicultural origins, health conditions, age, religion, or any other characteristics protected by law.

We are proud to be an equal opportunity employer.