Função: Digital

Tipo de Emprego: Tempo Integral

Localização: California - Newport Beach

País/Região: USA

Urban Decay is seeking a  Director of CRM and Digital Marketing to join our team in Newport Beach, CA.



The Director of CRM and Digital Marketing is responsible for strategically planning, testing, implementing, and optimizing online marketing investments and initiatives across SEM, affiliates, programmatic display, retargeting, email, referral and loyalty programs. In addition, this position will build retention and lifecycle initiatives, developing innovative ways to nurture long-term customer relationships, reduce churn, and improve engagement and customer lifetime value. The Director will also be responsible for the development of the Urban Decay CRM & Loyalty roadmap strategy and execution for both D2C and FSS programs.





  • Direct all SEM, affiliates, display/retargeting, email, and lead gen programs, ensuring investments and efforts within each program drive the forecasted amount of qualified traffic, demand, and buyers for each program
  • Determine annual marketing investment required to meet or exceed database growth goals, traffic and demand goals and develop business case to support the annual investments
  • Ensure continual optimization of each program to drive results versus forecast on a weekly, monthly and annual basis. Oversee efforts to ensure optimal allocation of the weekly budget investments in each program
  • Conceptualizes and drives CRM activation plans and optimization strategies. Responsible for creating and implementing customer contact optimization strategies targeted to customer acquisition and retention
  • Increase lifetime value and reduce churn by engaging customers with the most targeted, relevant, and personalized content at each stage of the customer lifecycle
  • Perform customer analysis, segment customers into meaningful and actionable cohorts, conduct A/B and multivariate tests, establish reporting infrastructure, track and analyze performance, and communicate out results
  • Collaborate with Brand Marketing team to align on digital marketing initiatives to ensure a consistent, seamless customer experience, leveraging best practices
  • Owns final customer strategy; controls and approves budget, asset deployment, creative development and briefings of emails, name collection and on-site personalization strategy.
  • Lead FSS data integration plan, communication and strategy in conjunction with Global Marketing
  • Develops and evolves CRM value proposition for sites and FSS
  • Participates and collaborates to maintain good communication with D2C and DMI to share, learn and align on plans and prioritize to maximize business impact, KPI improvement and ROI
  • Shares CRM best practices and competencies across the organization as needed.
  • Generates sophisticated understanding of the UD consumer and product preference insights and leverage this customer data to build customer-centric website strategies and capabilities
  • Defines and manages the UD’s Loyalty Program including program structure, roadmap, benefits, program offer expense management, as well as conceptualizing the data architecture needed to support long-term goals
  • Oversees, track and analyzes applicable programs to ensure efficiency and effectiveness of programs
  • Directs efforts of Loyalty and CRM vendors and other third party contractors and integrations

These job responsibilities are subject to change in accordance with business needs

Other duties may arise as assigned




Successful employee should be adaptable in using their organizational skills to prioritize tasks and opportunistic in taking ownership of various projects.  Have the urgency to anticipate busy schedules and teamwork to communicate with other members of the department/store to complete assignments on time and accurately. Possess openness in their problem solving and integrity in their research to effectively address the needs of the company. Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.




  • 8+ years of progressive demonstrable experience managing a CRM program.
  • Expert knowledge of CRM ' segmentation, offer management, campaign management, data mining, database marketing, direct marketing, email marketing, and interactive marketing
  • Experience working in an Omni-channel environment
  • Familiar with executive level reporting and communication. Able to clearly communicate CRM concepts to an audience with a wide variation of experience on the topic.
  • Ability to partner with internal and external groups to execute campaigns and produce results in all areas of responsibility
  • Entrepreneurial spirit, attention to detail, customer-service orientation, and creativity in problem-solving
  • Strong knowledge of consumer insights, retail and digital experience, merchandising and sales.
  • Experience in establishing procedures, implementing processes and executing initiatives
  • Team player and collaborative style to build relationships cross-functionally and at all levels of the organization Excellent communication and writing skills
  • Dynamic, entrepreneurial personality with the ability to manage multiple tasks
  • Proven expertise in problem solving and project management
  • Good organization and prioritization skills required


Education/ Experience/ Licenses or Certifications:


  • Bachelor’s degree required
  • 8+ years of progressive demonstrable experience managing a CRM program.
  • Experience managing digital budgets and understanding of financial norms




  • May occasionally lift and/or move up to 25 pounds




  • Salesforce / Exact Target platform experience
  • 500Friends Loyalty
  • Tableau Reporting
  • Google Analytics
  • Krux or like DMP experience
  • Demandware eCommerce platform a plus
  • Microsoft Office Suite

About Urban Decay Cosmetics


Our story opens in the mid-‘90s, when pink, red and beige enslaved the prestige beauty market. Flying in the face of this monopoly, Urban Decay unleashed a line of lipsticks and nail enamels inspired by seedier facets of the urban landscape.  The vibe since day one?  Beauty with an edge™.


While we’ve grown like crazy since then, we haven’t stopped experimenting. We now offer an endless array of high-performance cosmetics, from velvety-soft shadows (including some of the industry’s bestselling palettes) and creamy, badass lipsticks to weightless complexion products and high-tech setting sprays to make your makeup last all day.

 Urban Decay is the leading, trend-setting cosmetics company that extends employment opportunities to those individuals who are just as passionate about working in the industry as we are. Our company's success and growth allows us to search for highly talented and extremely dedicated individuals who are eager to join our team.


We are part of the L'Oréal group. Find out more about our parent company online at:


We are an Equal Opportunity Employer and take pride in a diverse environment. We 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.