L’Oréal is searching for a Head of CRM.
Key Responsibilities:
Develop and implement an omni CRM strategy for L’Oréal Luxe (in line with CRM Global strategy) incl. owned channels & partners (2nd party data);
Plan and lobby for budget & roadmap with key budget holders;
Build and develop CRM data-flow infrastructure for all L’Oréal Luxe brands in co-op with Corporate Digital team (including all integration processes related to CRM incl. platform Mindbox, Floctory, MARS, survey platform);
Manage CRM suppliers strategic relationship (Mindbox, Bbox, CarrotQuest etc.);
Provide monthly results analysis (e.g. BI dashboards) and action plan;
Optimize customer care experience together with divisional Community Manager;
Manage & develop a team of 4 CRM managers;
Meet business KPIs: Nb. of contacts / customers / loyalty members, Retention rate, Incremental revenue, email channel sell-out, Golden rules compliance, loyalty contribution to sales, ROI.
Critical competencies:
Strong project ownership;
A strategic and creative thinker with proven analytical and problem-solving skills;
Minimum of 3 years experience in O&O CRM;
Experience in integration building, data management;
Detail-oriented and results-driven with excellent follow-through, delivering results fast (based on MVP concept);
Ability to multi-task and balance competing priorities and tight deadlines in a fast-changing environment;
Ability to challenge the status quo to improve marketing programs;
Ability to think omnichannel, have a vested interest in consumer journey;
Ability to interact and communicate with all levels of the organization;
People management skills;
Strong knowledge of 152th federal law;
Marketing background is a plus;
Experience working with Mindbox is a plus;
Nice to have: experience of IT project management;
Fluent English.
