CRM Manager, PPD

L'Oréal; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Private medical insurance

Dental insurance

Enhanced pension

Job summary

L'Oréal is seeking a CRM Manager to plan and deliver customer communications across brands and channels. You will use customer insights and campaign performance to shape relevant communications, improve engagement and retention, and drive stronger customer relationships across the business.

You will collaborate with internal teams and agencies, manage budgeting, data quality and governance, and lead test-and-learn initiatives to optimise CRM activity across the lifecycle.

Qualifications

• Experience planning and delivering CRM campaigns or customer communications.
• Strong written and verbal communication skills, with attention to tone.
• Understanding of CRM, digital marketing and lifecycle communications.
• Ability to use customer data for segmentation and personalization.
• Ability to interpret campaign performance and apply insights.

Responsibilities

• Develop and manage the CRM campaign calendar and roadmap aligned with priorities.
• Lead campaign planning with stakeholders and coordinate content and approvals.
• Develop and improve CRM communications across onboarding to reactivation.
• Build audience segments using customer data and insights for targeted messaging.
• Oversee email campaigns and automation with Jakala and other teams.
• Ensure campaign checks for content, targeting, personalization and tracking.
• Define KPIs and run tests, turning insights into improvements.
• Manage CRM budgets, data quality and regular reporting.

Skills

CRM campaign planning

Data-driven marketing

Audience segmentation

A/B testing

Project management

Stakeholder management

CRM platforms

Photoshop

Communication

Tools

Jakala

Job description

The CRM Manager plans and delivers customer communications across our brands and channels, developing CRM activity that supports brand and commercial priorities, improves the customer journey, and delivers measurable results. Working with internal teams and agency partners, the role uses customer insights, data and campaign performance to shape relevant communications. The CRM Manager identifies opportunities to improve engagement, conversion and retention, helping to drive stronger customer relationships across the business.

A DAY IN THE LIFE

• Develop and manage the CRM campaign calendar and roadmap, aligning activity with customer needs, brand plans and commercial objectives, and advising brand, Commercial and Business Development teams on CRM opportunities
• Lead campaign planning and briefing with brand and divisional stakeholders, coordinating priorities, timelines, approvals and dependencies, and aligning with Global and Zone teams on content, templates and best practice
• Develop and improve CRM communications across the customer lifecycle, including onboarding, engagement, retention and reactivation, and identify opportunities to improve the customer journey across relevant channels
• Build audience segments and targeted communications using customer data and insights, ensuring content is engaging, clear and consistent with brand guidelines, and coordinating reviews and approvals with input from the A&I team on user-generated content and advocacy assets
• Oversee the set-up and delivery of email campaigns and automated trigger communications, briefing and deploying targeted campaigns with Jakala, the Zone CRM agency, and coordinating CRM elements of online and offline initiatives with Commercial and Business Development teams
• Oversee campaign checks for content, links, targeting, personalisation and tracking, ensuring campaigns are delivered accurately, on time and in line with the brief, and identifying opportunities to improve CRM workflows and processes
• Define campaign KPIs, monitor performance against customer and commercial objectives, and lead a test-and-learn approach including A/B testing of content, messaging, audiences and send times, turning insights into improvements to future campaigns
• Manage CRM budgets, agency briefs and service quality, maintain high standards of customer and salon data quality, follow tracking, naming, consent and data-protection requirements, and contribute to regular reporting, including monthly Europe DDX meetings

Who You Are

• You have experience planning and delivering CRM campaigns or customer communications
• You have strong written and verbal communication skills, with an eye for detail and tone of voice
• You understand CRM, digital marketing, customer behaviour and lifecycle communications
• You can use customer data to support segmentation, targeting and personalisation
• You can interpret campaign performance and translate insights into practical improvements, using a test-and-learn mindset
• You have strong organisational and project management skills, able to manage multiple priorities, timelines and deadlines
• You are confident building relationships with stakeholders and agency partners, and influencing campaign priorities and budgets
• You take a careful and accurate approach to campaign execution, data quality and governance, and have an interest in eCommerce and contributing to LPS, the Group's largest eCommerce platform; experience with CRM platforms, marketing automation tools or Photoshop is helpful

What We Offer

Our industry-leading award-winning benefits package shows how much we value our people. We know they're at the heart of L'Oréal's success, so we offer a fair and competitive package to help you thrive. Enjoy perks like money-saving offers, free mortgage advice, share options and an enhanced pension plan. Love our brands? You'll get up to 60% off iconic names like YSL, CeraVe, Armani, Kiehl's and Garnier! Because health matters, we offer private medical and dental insurance, discounted gym memberships, and onsite mental health support. We also provide enhanced family leave for all and up to 4 weeks of paid fertility leave, so you can prioritise what matters most. Learning is in our DNA at L'Oréal. We'll help you master your role, build skills, and access top-notch leadership programs and monthly expert talks. And there's lots more too!

Who We Are

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 and our planet. Experience the excitement of agility to shape the future of beauty; where diversity and purpose come together to create meaningful impact.

In the Professional Products Division, our mission is to be the partner of choice for the professional hair industry. Inspiring stylists and creating desirability amongst consumers with meaningful brands. We're the founding Division for the L'Oréal group, with a rich history over 110 years. The 8-brand portfolio includes the likes of L'Oréal Professionnel, Kérastase, Redken and Matrix, and the division is universally known for exclusively supplying salons and other professional customers with the most advanced technologies in hair and beauty products.

How We Recruit

At L'Oréal, we take pride in creating a diverse, equitable and inclusive environment where everyone is welcome and their contributions are valued. When we recruit, hire, train, promote or engage in any other employment practice, we are committed to being an inclusive employer regardless of race, religion, gender identity, sexual orientation, national origin, age, socioeconomic status, medical condition or disability, or any other protected status. When we look for talent, we welcome difference—different backgrounds, experiences, personalities and perspectives. The beauty we find in our differences gives us the freedom to go beyond. That's the beauty of L'Oréal.

We are a Disability Confident Employer and will offer an interview to applicants with a disability or long-term condition who best meet the minimum/essential criteria for the role. You can let us know if you would like your application to be considered under the Disability Confident Scheme within your application.