ジョブファンクション:

雇用形態: フルタイム

所在地: SP - MADRID

国: Spain

CRM MANAGER

MISSION            

From the day we attract great consumers to buy our products, we use every direct contact opportunity across our channels to improve their experience, loyalty and long-term value by offering them relevant and profitable propositions

OBJECTIVE

Contribute to L'Oréal profitable growth through the definition & implementation of CRM and service infrastructure & strategy, ensuring a consumer centric approach, leveraging insights from single beauty consumer view knowledge to maximize customer value and ROI by driving L'Oreal brands preference and loyalty.

RESPONSABILITIES

1. Management & Evolution of L'OREAL LUXE Consumer Database                        

  • Increase & maintain reliability and quality of database thanks to appropriate data management (deduplication, normalization, …), and qualification process

  • Ensure compliance of CRM and Digital activity with local legislation and data protection. ARCO rights management                            

  • Evolution of Consumer datamodel with inclusion of new data and new touchpoints

  • Data consolidation with cookies database                   

 2. Provide actionable and rich insights on L'OREAL LUXE Consumer                      

  • Leverage data knowledge acquired through database : in link with marketing, social media and consumer

  • affairs / studies teams, use insights to drive touch points strategy, business, retention and loyalty

  • Identify opportunities to profile & segment the database and generate actionable business-driving programs based on personalization

 3. Production & Delivery of Standarized reports                             

  • Monthly and periodic reports about overall consumer database view (LOE prospective, division prospective, brand prospective, multibrand view) and campaigns main KPIs

  • Produce quarterly insights about CRM activity per division and zoom on Consumer profiling and clustering          

  • Set clear KPIs to measure and optimise ROI of campaigns and actions implemented.                              

  • Competitive/market benchmarks                    

 4. Coordination of CRM External Agencies                        

  • Orchestrate Agencies to deliver “best in class” service                            

  • Continuously review and challenge services and results provided by the agencies to ensure we have best in class service and the best value for money. Contract and Budget control                  

  • ensure cooperation among agencies                              

 5. Build and lead CRM Luxe Division programs                 

  • Design CRM business plans to recruit and build long-term relationships with identified high-value consumers.                 

  • Create well targeted email activity and opportunity to increase cross category purchase and frequency of purchase.                    

  • Design and implement a "beauty" loyalty program                  

  • Plan, manage and deliver personalized CRM campaigns across channels (email, mobile, direct mail, social networks, POS, …) including targeting and creative input

 6. Consultancy & Support to L'Oréal Luxe teams on brands CRM programs & alignment with LOE vision.                          

  • Support, guidance, follow up & recommendations for the successful development of the existing on & offline CRM programs for the divisions         

  • Support on the design of CRM business plans to recruit and build long-term relationships with identified high-value consumers (on a per brand/per division approach)                           

  • Measure and improve incremental business & ROI : monitor KPIs to analyze campaigns results and get learning, establish test plans, identify best practices, recommending action plans to increase revenue and engagement                           

  • Provide relevant training for key stakeholders. Be the go to point for knowledge regarding CRM strategy and performance measurement                    

  • Be at the forefront on CRM trends: technology, strategy, channels, programs, best practices ...