The world leader in beauty, L’Oréal is present in 130 countries on five continents. Our 32 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 around the world. We want to bring beauty to all people. Our ambition by 2020 is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires through continued digital innovation. L’Oréal encourages diversity and sustainable, ethical sourcing for all our products and we have reduced our emissions by approx. 50% since 2005. Our brands are leaders in beauty, and we are looking for you to lead the change you want to see in L’Oréal.
CRM & Omni-channel Innovation Manager, L'Oréal Luxe
As Omni-channel Innovation Manager, you will be responsible for leading the development and implementation of seamless, best-in-class omni-channel consumer experiences and capabilities across all channels and platforms — including working with brands on integrating digital innovation and services into the direct ecommerce and physical in-store experience — to drive strong unique selling propositions, customer loyalty, engagement, conversion, and increased lifetime value.
Reporting to the L'Oréal LUXE Digital Director you will partner closely with brands and retail teams to develop the UK roadmap of LUXE innovation and retail-taiment opportunities; define and strategize the highest value digital and beauty tech initiatives and ensure successful execution, implementation and reporting on their business impact and value.
•Working closely with the brands and global innovation team on shaping the innovation roadmap and implementing omni-channel services and beauty tech at L'Oréal LUXE UK
•Identify, assess, and prioritize omni-channel and CRM initiatives that differentiate the L'Oréal LUXE brand experience, and create inspiring consumer journeys that drive conversion and retention in both in-store and online
•Oversee personalized and strategic CRM programs to grow consumer engagement, loyalty, retention, conversion, repurchase rate and lifetime value
•Devise strategies and new creative solutions for optimising email marketing campaigns as well as the data capture and enrichment opportunities both online and in stores
•Work with brand stakeholders and global counterparts leading the data activation & segmentation conversations and communicate high-level strategic and consumer centric CRM recommendations
•Gather, generate and leverage consumer data insights to help brands with understanding of their consumer needs and trends, to identify opportunities that maximize consumer engagement on-line and in-store, boosting consumer lifetime value and advocacy
•Working in close tandem with the digital team experts both locally and globally, pilot, test and iterate high impact digital innovation projects and tools that transform consumer and employee experiences and help digital transformation of the division
•Continually monitor L'Oréal LUXE competitive landscape and technology developments to identify relevant best practices, emerging trends, and innovation opportunities
•Streamline all divisional digital transformation and omni-channel initiatives and opportunities to support brands to deliver the best in class customer experiences and amplification of the most successful projects and best practices.
•Experience working in the Omni channel, data-driven environment across various digital and ecommerce platforms as well as brick and mortar stores
•Experience launching and managing successful CRM and loyalty programs as well as digital / ecommerce platforms and tools with a strong understanding of database infrastructures and digital technologies with all its opportunities and limitations (prior experience within start up environment and Adobe Campaign, Google Cloud, SFCC/Demandware platform would be desirable)
•Deep understanding of the consumer lifecycle management and best practice UX and UI with a strong passion for an ongoing innovation, optimisation and futureproofing
•Solid track record of successfully implementing marketing automation programs as well as managing big volumes B2C email campaigns
•Strong project management (ideally within the Agile framework) and problem-solving skills as well as an excellent stakeholder management at all levels of the matrix, diverse organisation
•Strong ability to inspire others and excellent presentation and storytelling skills