Assistant Manager – Customer Relationship Management (CRM)

Job Title:                     Assistant Manager – Customer Relationship Management (CRM)

Function:                    IT Cosmetics 

FLSA status:                Exempt

Division:                      LUXE

Supervisor Title:          Director, CRM - Consumer Data Activation Lead

Location:                   New York / New Jersey

Date:                          October 2023

Job Summary:

In this role, the CRM Assistant Manager will be responsible for owning the execution and analysis of performance in our retention channels (email, SMS, and loyalty) and partnering with the Director of CRM to build strategies for delivering on KPI goals in these channels. This person will own the creation and execution of all email, SMS & loyalty campaigns from conception through deployment inclusive of analysis and optimization.  They will be responsible for developing holistic CRM content by balancing brand priorities, consumer insights and CRM analytics to deliver revenue as well as other key business requirements.  In addition, this person will partner closely with their Consumer Data Activation Lead to develop and execute brand specific strategies to drive consumer lifetime value.   This includes but is not limited to name acquisition, sampling campaigns, and more.   

This role drives collaboration across multiple cross-functional stakeholders and is responsible for: 

• End to end management of email and SMS channels including planning, calendarization, execution, and reporting/optimization.  
• Responsible for developing, optimizing and executing effective segmentation and personalization strategies across all email & SMS campaigns.
• Own the relationship with digital creative/copy teams from briefing, editing, approving and managing multi-timeline, complex digital assets from kick-off to approval to deployment. 
• Partner with Consumer Data Activation Lead to develop, prioritize and maintain brands A/B testing roadmap to optimize all elements of email/sms program.
• Partner with Consumer Data Activation Lead to develop/deliver strategies to integrate and grow brands Loyalty program across media channels as well as across retention CRM channels.
• Responsible for weekly, monthly, quarterly email, sms and customer reporting to cross-functional partners, leveraging data insights to impact go-forward strategies in retention channels.
• Establishing strong cross-functional partnerships and collaboration across key functional partners including but not limited to key brand marketing partner, external vendors, creative partners, and agencies as well as various media partners both internal and external. 

Job Requirements:
 

• College Degree 
• 1-2 years in a direct-to-consumer CRM role 

• Experience running a brand loyalty program preferred 

• Experience with email service providers and email analytics tools required, Salesforce Marketing Cloud a plus
• Experience working with google analytics or an ecommerce reporting platform required
• Experience working in DTC ecommerce required
• Proficiency with SMS platforms such as Attentive preferred
• Solution oriented, curious, self-motivated
• Strong project management skills and organizational skills a must
• Highly collaborative with demonstrated ability to work in a matrixed environment with complex systems 
• Ability to manage multiple competing priorities, duties and/or projects

Core Competencies:

Please note:  This job description does not list all duties of the job.  Employees may be asked by management to perform other duties.   The employer has the right to revise this job description at any time.

What’s In It For You:

• Salary Range: $82,900.00-$118,200.00
• Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)
• Hybrid Work Policy (3 Days in Office, 2 Days Work from Home) [*please keep only if applicable*]
• Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
• Access to Company Perks (VIP Access to L’Oréal’s Internal Shop for Discounted Products, Monthly Mobile Allowance)
• Learning & Development Opportunities (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!)
• Employee Resource Groups (Think Tanks and Innovation Squads)
• Access to Mental Health & Wellness Programs 

Don’t meet every single requirement? At L'Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you’re excited about this role but your past experience doesn’t align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!

We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

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