[2025] LOA - UKI - Senior CRM Manager, LUXE

L'oreal Usa; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading global beauty company is seeking a Senior CRM Manager to drive customer engagement and loyalty strategies for its prestigious brands. This role offers the opportunity to innovate within the dynamic beauty sector while managing a dedicated team and maximizing customer value through data-driven decisions.

Benefits

Private medical and dental insurance

Gym memberships

Mental health support

Family leave

Learning opportunities

Qualifications

• Deep understanding of UK & Ireland e-commerce/CRM landscape.
• Proven success in data acquisition.
• Tech-savvy with knowledge of HTML and CRM platforms.

Responsibilities

• Develop and execute CRM and loyalty strategies.
• Own and manage the email marketing calendar.
• Lead customer data acquisition initiatives across brands.
• Track, analyze, and report on KPIs.

Skills

Analytical skills

Stakeholder management

Creative communication

E-commerce knowledge

HTML knowledge

Job description

We're seeking a visionary Senior CRM Manager to orchestrate the loyalty and CRM strategies for three of our most prestigious brands: Lancôme, Mugler, Kiehl's. If you thrive in a fast-paced environment, possess a deep understanding of offline/online customer journeys, and are eager to drive growth within the dynamic world of prestige beauty, then this role is tailored for you.

A DAY IN THE LIFE

As our Senior CRM Manager, your days will be filled with exciting challenges and opportunities to make a real impact. You will:

1. Shape the future of customer engagement: Develop and execute cutting-edge CRM and loyalty strategies that fuel market share growth, boost customer conversion and retention, and maximize customer lifetime value across all three brands.
2. Master the art of email marketing: Own and manage the email marketing calendar, crafting compelling communications and personalized lifecycle journeys in collaboration with the DEC team to achieve engagement and sales targets.
3. Elevate the loyalty experience: Oversee and optimize the performance of three distinct loyalty programs, working with IT, retail, and brand teams, focusing on profitability.
4. Become a data acquisition guru: Lead customer data acquisition initiatives across brands, collaborating with media, brands, and retail teams to develop effective strategies aligned with business objectives.
5. Champion data-driven decision-making: Track, analyze, and report on KPIs, providing insights to stakeholders and exploring new data opportunities.
6. Ensure data privacy: Serve as privacy champion, implementing data protection measures and ensuring GDPR compliance.
7. Unlock data insights: Own CRM and loyalty reporting, sharing analytics to optimize future campaigns.
8. Create seamless omni-channel experiences: Ensure consistent consumer experiences across all D2C channels, focusing on omni-loyalty integration.
9. Manage resources effectively: Oversee CRM and loyalty budgets, maximizing ROI.
10. Stay ahead of trends: Explore new technologies and trends to innovate customer acquisition and retention.
11. Build strong partnerships: Manage relationships with stakeholders, agencies, and platform providers, and upskill teams on CRM best practices.
12. Maintain organization: Manage CRM files and documentation.
13. Lead and inspire: Manage and mentor two direct reports, educating stakeholders on CRM's strategic value.

WHO YOU ARE

• CRM aficionado with deep understanding of UK & Ireland e-commerce/CRM landscape.
• Proven success in data acquisition through various channels.
• Consumer-centric with strong analytical skills.
• Creative in communication and content creation.
• Tech-savvy with knowledge of HTML and CRM platforms.
• Excellent stakeholder management and presentation skills.
• Inspiring leader committed to team development.

WHAT WE OFFER

Our benefits include competitive packages, discounts, private medical and dental insurance, gym memberships, mental health support, family leave, and learning opportunities.

WHO WE ARE

L’Oréal operates globally, creating beauty that moves the world. Our Luxe division offers luxury brands like Lancôme, Yves Saint Laurent, and Giorgio Armani, committed to diversity and innovation.

HOW WE RECRUIT

We promote diversity and inclusion in our hiring practices. You can apply for up to three jobs within 30 days. Please ensure your applications are accurate, as withdrawals are not permitted. For more details, visit "Your Application Space".