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雇用形態: フルタイム

所在地: New York - New York

国: USA

Title: Director, Omni Channel CRM & Loyalty

Location: NYC

Overview:

Reporting into the Head of Media and CRM/Loyalty, The Director of Omni Channel CRM & Loyalty marketing is responsible for the development of customer-centric programs for the Lancôme brand in order to build profitable, long-term customer relationships. This individual will continue to evolve the omni-channel rewards program and database driven marketing strategies. He/she will provide consumer insights support as well as audience development support for digital media campaigns.

 

Responsibilities:

CRM – Lancôme Database

  •        Oversee lifecycle marketing strategies which identify valuable consumers and opportunities that drive increased engagement and revenue
  •         Project manage CRM and digital innovation pilots with new vendors
  •          Lead the execution for the Direct Mail program including circulation, segmentation, testing, reporting and creative
  •          Refine email strategy to further increase acquisition, retention and repeat rates
  •          Manage external agency and multiple vendor relationships related to CRM, loyalty, consumer marketing and database management
  •          Serve as a CRM business intelligence leader, utilizing analytics to drive customer-centric action plans
  •          Lead the development of database marketing analytics, segmentation analysis, and other analytical techniques to improve consumer insight, retention and loyalty.

 

Loyalty

  •          Own and develop the strategy for a best in class loyalty platform that drives growth and development of the program, including increased engagement, membership volume and tracked revenue
  •          Continually drive innovation in the program to keep it fresh and relevant for the customer to retain existing customers and acquire new customers
  •          Provide end-to-end leadership of Member initiatives from requirements definition to deployment and analysis, along with issue and risk management
  •          Develop and manage Member marketing budgets
  •          Ensure that analysis, testing and learning is conducted in a systematic way to promote critical breakthroughs
  •          Manage the distribution and presentation of Member Program reporting and status to executive stakeholders
  •          Track and report on customer KPI metrics related to loyalty

 

Digital Activation/DMP

  •          Develop audience segments in our Data Management Platform (DMP) applying CRM learnings
  •          Create test and learn approach to optimize performance and develop insights on best practices
  •          Provide support in measurement and analysis of precision media campaigns utilizing the DMP

 

Retail Activation and Insights

  •          Responsible for developing and guiding Direct Mail strategy for all retail partners in partnership with Operation al Marketing team and Sales team
  •          Lead project management or all direct mail programs from creative ideation and inception, to execution
  •          Actively seek out new ways to engage Lancôme customers and/or prospects in B&M and Retailer.com environments
  •          Provide Consumer Insights data as needed

 


Qualifications:

  •          7-10 years Direct Marketing experience, preferably in a Retail, CPG or Consumer Service industry
  •          BA/BS
  •          Creative thinking and exceptional analytical skills
  •          Ability to multi-task
  •          Strong problem-solving skills

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