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Data and CRM Manager, Luxury

Titolo della posizione: Digital

Tipologia di contratto: Permanent

Orario di lavoro: Full - Time

Sede: Mumbai

Paese: India

The world leader in cosmetics, L’Oréal is present in 150 countries on five continents. Our 35 international brands have allowed us to devote ourselves solely to one business: beauty, with a mission to provide the best in cosmetics innovation to all women and men globally. Our ambition is to win over another one billion consumers around the world by inventing the cosmetic products that meet the infinite diversity of their needs and desires through continued digital innovation. L’Oréal supports diversity and sustainable, ethical sourcing for all our products, and we have reduced our emissions by approx. 78% since 2005.

The distance between beauty and tech is closing rapidly, and we are determined to be pioneers in this new beauty tech world. New digital technologies and services are making the world of beauty move faster than ever before. Data and artificial intelligence are opening new horizons for personalization and customization. By incorporating digital into everything that we do, we are creating a better relationship with our consumers.

When beauty and tech collide, the impossible can happen!

In our journey, we are looking for talented individuals who can lead us on this mission.

Would you like to be a part of the adventure?

We have a suitable opportunity in the Luxury division for the position of Data and CRM Manager. In this Individual Contributor role, you will Improve consumer experience and relationships through the analysis and the management of all interactions between consumers and L’Oréal brand. You should have 3-4 years professional experience with managing D2C, Digital and Luxury Retail. The location of the job will be in Mumbai - HO

Key Responsibilities:

  • Identify all the touch points encountered by consumers, their operational purpose and their role in the consumer experience Use analytics to track and understand the consumer experience across channels (Web, Retail, Call Center, Mobile, Social Networks, and Media)
  • Assess each touch point’s effectiveness in terms of achieving its intended purpose against both business and consumer experience objectives. Identify strengths and weaknesses
  • Develop, publish, and implement an action plan to correct each identified weakness in line with involved departments
  • Ensure that the action plan is effective analyzing relevant data such as sales revenue, market share, consumer satisfaction, etc….
  • Connect with the entire entity ecosystem (General Management, Marketing, Sales, IT, Finance…)
  • Bring innovation and is always forefront of the new media frontiers and experimentation: precision advertising, real time buying…

Key Deliverables & KPIs:

·       CRM Campaigns: Repeat Customers %, CLTV

Key Competencies:

  • Highly organized, with the ability to prioritise and adapt within a changing environment
  • Creative thinker with ability to provide solutions to business problems and an attention to detail
  • Strong interpersonal skills and communication skills to engage and build relationships with all levels of internal and external stakeholders
  • Highly collaborative personality
  • Know how to use Google Analytics
  • Digital Brand Building
  • Data Driven Marketing
  • Direct and Indirect Ecommerce Excellence
  • Digital Technology Expertise

Key Relationships:

  • Partner closely with Brand Digital & Marketing teams
  • Partner closely with Zone Luxe E-BTQ Manager & CRM Team
  • Partner closely with E-BA
  • Commercial Team
  • D2C Partner & Agency

Physical Demands (e.g. % travel):

  • Travel will be need based


  • 3-4 years relevant experience, MBA

L’Oréal is committed to building a diverse environment and is proud to be an equal opportunity employer. L’Oréal closely prohibits discrimination against any employee or applicant for employment because of the individual’s race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability or any other characteristic protected by law.