CRM & Customer Engagement Specialist

Groupe Clarins; Plan-les-Ouates; On-site; CHF 120,000 - 150,000; Full time

Job summary

Groupe Clarins seeks an experienced CRM professional to lead end-to-end campaign production across four markets, including localization, QA, deployment and post-send analysis. You will manage loyalty and VIP engagement, coordinate with Customer Care and e-commerce teams, and drive improvements through data-driven insights.

You will work with Adobe Campaign, Zendesk and other platforms to execute targeted journeys, newsletters and multi-channel communications, ensuring on-time delivery and

Qualifications

• At least 3 years of hands-on experience in CRM, lifecycle marketing or campaign operations.
• Experience translating a CRM strategy into direct communications across channels and loyalty programmes.
• Ability to drive business performance through direct-marketing metrics, segmentation and data analysis.
• Experience creating content for newsletters and managing campaigns.
• Working knowledge of HTML for email; familiarity with tools like BadSender / Email on Acid is beneficial.
• Strong English; knowledge of Nordic languages is an advantage.

Responsibilities

• CRM campaign production and deployment across four markets, with localization and platform setup.
• Coordinate newsletters in HTML and set up audiences, journeys and campaigns in Adobe Campaign.
• Quality assurance across content, links, rendering and tracking before launch.
• Troubleshoot campaign/platform issues with internal and external teams including Sinch and BadSender.
• Oversee Customer Care operations and escalation handling, with KPI monitoring.
• Execute loyalty, VIP and prospect engagement calendars and review results.
• Prepare monthly/quarterly/yearly reporting on campaign performance and data.
• Coordinate budgeting and cross-functional collaboration with E-commerce and Marketing teams.
• Support testing and implementation of new features and tools.

Skills

CRM experience

Lifecycle marketing

Campaign operations

Data analysis

Email HTML

Newsletter management

Adobe Campaign

Zendesk

Salesforce Commerce Cloud

Copywriting & visuals

Multi-market coordination

English proficiency

Tools

Adobe Campaign

BadSender

Email on Acid

Zendesk

Salesforce Commerce Cloud

Job description

• Reliable, on-time CRM campaign delivery across all four Nordic markets
• Consistent execution of the loyalty, VIP and prospect engagement plans
• Effective coordination of Customer Care operations and complex escalations
• Clear performance reporting, actionable learnings and well-maintained processes

Area of responsibilities:

CRM campaign production and deployment

• Manage end-to-end production of email and SMS campaigns in line with the commercial and e-commerce calendar, from brief and build to testing, approval, scheduling and post-send checks
• Coordinate content localization and the four market/language versions
• Produce newsletters in HTML using BadSender and set up audiences, targeting, triggered journeys and specific campaigns in Adobe Campaign
• Run rigorous quality assurance across content, links, rendering, tracking, targeting, and settings before launch
• Troubleshoot campaign and platform issues with internal technical teams and external solution providers, including Sinch, BadSender and Email on Acid

Customer Care operations and customer experience

• Act as the day-to-day business contact for the Customer Care centre and the internal second level of support
• Serve as the escalation point for complex cases and directly handle selected customer requests when required
• Monitor recurring issues, NPS and CSAT; coordinate action plans and follow through with E-commerce, Operations, Marketing and technical teams
• Keep processes and guidance up to date and use Customer Care and social feedback to identify practical journey improvements
• Support effective use of Zendesk and related customer-service workflows.

Loyalty, VIP and prospect engagement

• Execute the online loyalty programme calendar, including welcome journeys, rewards, member communications and operational follow-up
• Manage targeted engagement plans for VIP customers and prospects, from audience definition to activation and results review
• Support segmentation and lifecycle communications that improve engagement, conversion, retention and customer lifetime value

Performance, data and continuous improvement

• Prepare monthly, quarterly & annual reporting on campaign and customer performance, including deliverability, engagement, conversion, revenue and database growth
• Analyse results by market, segment and lifecycle stage; translate findings into clear tests and optimisation recommendations

Planning, governance & New Projects

• Track the CRM and loyalty operating budget and coordinate reward, material and gifting forecasts and stock needs with the relevant teams
• Coordinate CRM with E-commerce, Paid Media and regional stakeholders
• Contribute to the strategy (with insights on our clients for Mkt/E-store team & with campaigns analysis & recommendations)
• Support the testing and implementation of new features, tools and process improvements
• Monitor relevant competitor activity and customer-engagement practices
• Testing & implementation of new features

With four markets, four local-language versions and a high campaign cadence, a significant part of the role is dedicated to campaign production, localisation, platform set-up, quality control, deployment and customer-care follow-up.

What will make you successful_

• You enjoy hands-on execution and take pride in accurate, on-time delivery even when several campaigns and market versions are moving at once
• You are highly organised, comfortable prioritising and able to make complexity visible through clear planning and concise communication
• You combine strong attention to detail with a customer-centric and commercially minded approach
• You take ownership, raise risks early and work effectively with multiple teams and external partners
• You are curious and improvement-oriented, while remaining pragmatic about operational realities

Your experience & skills

Experience and technical skills

• At least 3 years of hands-on experience in CRM, lifecycle marketing or campaign operations, ideally within e-commerce, retail, beauty or a multi-market environment
• Proven ability to translate a CRM strategy into effective direct communications across channels, including the definition and implementation of loyalty programmes
• Ability to drive business performance through direct-marketing metrics, segmentation, data analysis and response measurement
• Strong ability to analyse customer needs and turn insights into concrete actions.
• Experience creating content, including copy and visuals, and managing newsletter and owned-media campaign projects
• Hands-on experience with CRM and campaign management platforms; Adobe Campaign experience would be a strong advantage
• Knowledge of Salesforce Commerce Cloud and Zendesk would be an advantage
• Working knowledge of HTML for email; experience with BadSender, Email on Acid or similar tools would be beneficial.
• Strong English; knowledge of Swedish, Norwegian, Danish or Finnish would be a significant advantage.
• Highly organised and able to manage multiple campaigns and markets simultaneously
• Detail-oriented and committed to on-time delivery
• Customer-centric, pragmatic and commercially minded
• Comfortable working in a fast-paced, highly operational environment
• Autonomous with a strong sense of ownership
• Collaborative across internal teams and external partners
• Curious, solution-oriented and improvement-driven