Senior CRM Manager

L'Oréal; London; On-site; GBP 75,000 - 90,000; Full time

Job summary

A leading beauty brand is seeking a Senior CRM Manager to drive loyalty and CRM strategies across Lancôme, Mugler, and Kiehl's. This role demands a strong focus on data-driven decision-making and innovative customer engagement tactics to enhance brand loyalty and profitability in the competitive luxury beauty market.

Benefits

Private medical and dental insurance

Discounted gym memberships

Onsite mental health support

Up to 60% off company products

Enhanced family leave and fertility leave

Leadership programs and expert talks

Qualifications

• Proven track record in CRM strategy development.
• Deep understanding of the UK & Ireland e-commerce landscape.
• Experience in data acquisition and consumer analytics.

Responsibilities

• Develop CRM strategies to drive loyalty and engagement.
• Oversee email marketing and loyalty program performance.
• Manage cross-functional collaborations with IT and retail teams.

Skills

Consumer-centric mindset

Metrics-driven

Creative communicator

Tech-savvy

Exceptional relationship builder

Education

Experience in CRM and loyalty management

Tools

CRM platforms

HTML knowledge

Job description

Join to apply for the Senior CRM Manager role at L'Oréal

Join to apply for the Senior CRM Manager role at L'Oréal

Senior CRM Manager - Lancôme, Mugler, Kiehl's

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

• 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 four brands.
• Master the art of email marketing: Own and manage the email marketing calendar, crafting compelling business-as-usual communications and personalized lifecycle journeys in collaboration with the DEC team (in-house agency) to achieve ambitious engagement and sales targets.
• Elevate the loyalty experience: Oversee and optimize the performance of three distinct loyalty programs, working collaboratively with IT, retail, and brand teams. Focus on maximizing loyalty program P&L profitability.
• Become a data acquisition guru: Spearhead customer data acquisition initiatives across all brands, collaborating with media, brands, and retail teams to develop effective acquisition and enrichment strategies aligned with brands and Luxe business objectives.
• Champion data-driven decision-making: Track, analyse, and report on key data acquisition KPIs monthly to stakeholders and senior management, providing actionable insights to fuel continuous improvement. Partner with the central CDMO team to explore new data acquisition opportunities for the Luxe division.
• Be the guardian of data privacy: Serve as the privacy champion for the Luxe division, attending monthly privacy meetings, implementing data protection measures across all CRM activities, and ensuring GDPR compliance.
• Unlock the power of data: Own all CRM and loyalty reporting, sharing key learnings and consumer analytics to inform future activations and optimize campaign performance.
• Create seamless omni-channel experiences: Ensure a consistent and exceptional consumer experience across all owned D2C channels, including FSS and D2C, with a focus on omni-loyalty integration.
• Manage resources effectively: Oversee and track CRM and loyalty budgets, maximizing ROI and demonstrating the value of CRM investments.
• Stay ahead of the curve: Continuously explore new trends, technologies, digital services, and competitive landscape within the CRM space, identifying innovative opportunities to acquire and retain customers.
• Cultivate strong partnerships: Manage relationships with key stakeholders (Zone, DEC), agencies, platform providers, and monitoring tools. Upskill wider teams on CRM best practices.
• Maintain impeccable organization: Manage and maintain all CRM files, including CRM PPP and invoices.
• Lead and inspire: Manage, mentor, and upskill two direct reports: a CRM Assistant Manager and a CRM Apprentice. Consistently educate key stakeholders and senior leadership on the strategic value of CRM.
  
  

Who You Are

• CRM aficionado: You possess a deep understanding of the UK & Ireland e-commerce/CRM landscape, competitor activities, and best practices.
• Data acquisition expert: You have a proven track record of success in acquiring data through organic sources, media partnerships, affiliate programs, advocacy, and influencer marketing.
• Consumer-centric mindset: You are adept at analysing consumer trends, segmenting target groups, and understanding their unique needs.
• Metrics-driven: You are fluent in CRM, loyalty, media (transactional) metrics, and use data to inform your decisions.
• Creative communicator: You have experience in copywriting and content creation, crafting compelling messages that resonate with target audiences.
• Tech-savvy: You possess a working understanding of HTML and are comfortable navigating various CRM platforms and tools.
• Exceptional relationship builder: You have strong stakeholder management skills, fostering collaborative partnerships with internal and external teams.
• Compelling presenter: You are confident and articulate, capable of delivering impactful presentations to senior leadership.
• Inspiring leader: You have a strong desire to mentor, upskill, and develop your team members.
  
  

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 & 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 L’Oréal Luxe Division, we create the very best of luxury beauty. Our portfolio makes up 26 brands of which 17 are global, including the highly-aspirational and multi-expert ones such as Lancôme, Yves Saint Laurent and Giorgio Armani. Thanks to our strong, balanced and complementary portfolio as well as our incredibly talented team of experts we are perfectly equipped to meet the endless and all-encompassing demands of luxury consumers around the world.

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other, Information Technology, and Engineering

• Industries

  Manufacturing and Personal Care Product Manufacturing

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