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CRM & E-Marketing Manager
L'Oréal
London Croydon, , United Kingdom
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This is a 12 month fixed term contract - to be based in either of our Littlehampton or East Croydon offices
Purpose of role:
Build the CRM function at Zone level, partnering with International and Markets to develop a strong CRM and loyalty programme across markets. Provide insight to influence both market and international strategy and planning, define and scale good practice and champion the voice of the customer within the organisation.
Key Job Accountabilities
Assess current implementation of CRM and loyalty programmes across EMEA/NA Company Markets and identify opportunity areas
Build a robust testing plan for loyalty activity and e-marketing activity, including a common set of KPIs and reporting
Analyse available CRM/loyalty information and make specific recommendations to deliver a stronger programme across markets, growing our contactable database and driving frequency and lifetime customer value
Partner with the International organisation to influence the growth strategy for the “Love Your Body Club” loyalty programme – which will be rolled out across all markets by Q2 2017
Share best practice across markets, working closely with the UK in particular to roll out key initiatives
Work closely with E-Com team to ensure balance short-term sales driving and longer term brand/loyalty-building activities
Play a key role in the EMEA Company Market event activation process; share best practice with US and Canadian teams.
Person Requirements:
• 5+ years of experience in CRM from retail, FMCG, Services or agency background
• Full understanding of CRM and E-Marketing principles, segmentation, targeting, measurement of ROI
• Experience of designing and deploying and/or managing a loyalty programme
• Skilled at selecting lists using CRM database, ideally Siebel campaign management
• Experience in international stakeholder management / networking
• Track record of designing and delivering multi-channel, multi-touchpoint communication campaigns (Email, DM, SMS, VIP events etc)
• Agency and Project management
Qualifications:
Degree in Marketing or Business Management preferred.