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Head of CRM

工作職能: Digital

職位類別: 永久僱員

僱傭類別: 全職

位置: Petaling Jaya

國家: Malaysia

WHO ARE WE? We wake up every morning because there is excitement in knowing that everyone we work with has a tremendous impact on a larger vision. We empower billions of people to be the canvas for self-expression inspiring confidence and self-belief every day. When they feel good, we feel good. It's contagious! That’s why we surround ourselves with other 82 000 L'Oréal driven thinkers and doers to spark innovation and build a true leading brand powerhouse offering beauty for all across 36 international brands and 140 countries. When we create a product or experience that makes our hearts beat faster, we know we’re onto something. Something that will win the hearts and minds of another billion. 

WHAT ARE WE LOOKING FOR? We are looking for the Head of CRM of Malaysia Singapore with a strong focus on the Luxe Division (80/20). During the 1st year, for the other Divisions, the priority will be to set up the right CRM foundations. Analysis the 1st year will be focused Luxe.

  • Collaborate with Brands to grow the active member base via the 4Rs (Recruitment, Repeat, Retention, and Reactivation) by establishing relevant CRM strategies with high utilization of First-party Data.
  • Provide support to Brands to strategize ad-hoc campaigns and build CRM Lifecycle journeys around key customer segments to grow customer lifetime value through email/SMS.
  • Responsible for CRM project management & innovations to improve overall customer experience with Brands.
  • Working with and influencing the broader team to ensure that campaign plans, content and segmentations are data-driven and aimed at achieving customer-centric results.
  • Conduct analyses to produce deep insights on customer performance, and shape local initiatives to enhance customer loyalty.
  • Work cross-functionally to ensure delivery of best-in-class omni loyalty experiences and rewards both online and offline.
  • Identify gaps in our knowledge of the consumer, and hence drive research initiatives to ensure critical strategies can be delivered successfully.
  • Responsible for the MYSG migration to new CRM agency, in close collaboration with the Zone team.

 

RELATIONS

  • Partner closely with Luxe eCommerce teams (eD2C team, Marketplace team, Social commerce team, Sephora.com team) and Media teams.
  • Partner closely with Brand Digital & Marketing teams, especially Brand CRM Managers, Brand General Managers and Marketing Directors.
  • Partner closely with Zone Digital and DCR teams.
  • Responsible for the relationship with CRM agency.

 

 

CORE SKILLS & EXPERIENCE:

  • 8-10 years experience in CRM.
  • Ideally have worked within an FMCG/beauty industry.
  • Highly organized, with the ability to prioritise and adapt within a changing environment.
  • Strong interpersonal skills and communication skills to engage and build relationships with all levels of internal and external stakeholders.
  • Can work in a fast paced, complex environment. Will have to work together with other specialists as a team to deliver results.