Domaine: Digital

Type d‘emploi: Temps plein

Ville: Malaysia Headquarters

Pays/Région: Malaysia

Missions

  • Responsible for the L’Oreal Luxe CRM strategy and roadmap in the country, focusing on key game changers aligned with country strategy and regional framework, to drive additional revenues and develop customer experience
  • Responsible for multi-brand CRM projects design and implementation, from pilot brand to every brand rollout. Includes multi-touchpoint personalization, marketing automation, NPS, clienteling, prospect onboarding, social CRM, data-driven marketing
  • Responsible for designing and implementing consumer lifecycles and marketing automation on behalf of every brand
  • Responsible for elaborating multi-brand consolidated reports and studies, to deliver insights and challenge brand teams to build dedicated action plans
  • Lead towards data-driven organization, building data strategy roadmap including ad hoc studies, rich consumer profile completion, segmentation & scoring, from use case definition to data modeling and concrete use for both analytical and marketing activation purposes
  • Accountant for CRM systems build, run and upgrade - including new systems to operate campaign management, O2O campaigns, data visualization. Responsible for usage of systems, use case definition and new features roadmap
  • Responsible for CRM agency management, including level of service and expertise, quality of delivery in both strategic design and execution.
  • Support brand CRM teams by assessing brand CRM programs towards customer centricity, brand experience and programs performance, including budget optimization and ROI.
  • Support brand teams to define CRM KPIs targets and associated action plans
  • Responsible for upskilling and change management in CRM practices, supporting brand teams to accelerate on new practices, including extended usage of CRM to other Marketing and Retail department
  • Align country roadmap with regional CRM framework

Profile & key competencies

  • Manages complexity
  • Business-driven and customer focus
  • Strong analytical skills
  • Ability to translate consumers data & behaviors into business opportunities
  • Extensive experience implementing CRM systems and working with CRM agencies
  • Capable of inspiring strong collaboration in an organization
  • Extensive experience of direct and digital marketing ideally in a similar industry
  • Ability to bring new revenues models and drive the change
  • Vision of global CRM impact on both Retail excellence and Digital activation
  • Strong background in customer acquisition, re-engagement and retention strategies