CRM Campaign Lead: Engagement, Personalisation & Growth

Loreal; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Mortgage advice

Share options

Private medical insurance

Dental insurance

Gym memberships discount

Mental health support

Fertility leave (paid)

Job summary

L'Oréal is seeking a CRM Manager to plan and deliver customer communications across brands and channels, using data and insights to shape campaigns that support brand and commercial priorities. You will work with internal teams and agencies to improve engagement, conversion and retention, driving strong customer relationships.

The role involves managing the CRM calendar, leading cross-functional planning, and overseeing email campaigns and automation with Jakala, ensuring high data quality and

Qualifications

• Experience planning and delivering CRM campaigns and customer communications.
• Strong written and verbal communication skills with attention to tone and detail.
• Understanding of CRM, digital marketing, customer behaviour and lifecycle communications.
• Ability to use customer data to support segmentation, targeting and personalisation.

Responsibilities

• Develop and manage the CRM calendar and roadmap aligned with brand plans and commercial objectives.
• Lead campaign planning with brand and divisional stakeholders and coordinate with Global and Zone teams.
• Develop and improve CRM communications across the customer lifecycle (onboarding, engagement, retention, reactivation).
• Build audience segments using customer data and insights, coordinating reviews with the A&I team on content.
• Oversee email campaigns and automated trigger communications with Jakala and CRM elements of online/offline initiatives.
• Ensure content checks, targeting, personalisation, and tracking; improve CRM workflows and processes.
• Define campaign KPIs, monitor performance, and lead test-and-learn improvements.
• Manage CRM budgets, agency briefs, data quality, and reporting, including Europe DDX meetings.

Skills

CRM campaigns

Segmentation

A/B testing

Stakeholder management

Lifecycle marketing

Tools

Photoshop

Marketing automation tools

CRM platforms

Job description

L'Oréal is seeking a CRM Manager to plan and deliver customer communications across brands and channels, using data and insights to shape campaigns that support brand and commercial priorities. You will work with internal teams and agencies to improve engagement, conversion and retention, driving strong customer relationships.

The role involves managing the CRM calendar, leading cross-functional planning, and overseeing email campaigns and automation with Jakala, ensuring high data quality and