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Senior Manager, Digital CRM & Email Marketing
Coty
Los Angeles, CA, United States
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Sr. Manager, Digital CRM and Email Marketing
North America, Coty Professional Beauty
Calabasas, CA
PURPOSE
Our purpose is to celebrate and liberate the diversity of beauty. We challenge convention through invention, expanding our horizons to enrich your reality with possibility. We build brands to inspire and enable our consumers to experience the confidence and joy of expressing their beauty, their way.
MISSION AND RESPONSIBILITIES
We are actively looking for our future Customer Relationship Manager (CRM)Senior Manager, where you will turn our accumulated consumer market insights into action among our top customers in partnership with our top customer teams to drive the Coty Professional Beauty Hair and Nail businesses.
This position is a fast paced, customer/digital focused delivery role. Being in-touch with top customer requirements, regional and global business teams are key to enabling execution excellence both by the brand teams and customer teams.
Duties of a CRM Manager include:
• Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
• Create, Develop and implement on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
• Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities.
• Collaborate with all departments to ensure the CRM works effectively for all aspects of the company.
• Oversee direct communications with customers through the CRM.
• Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
• Ensure the database is segmented effectively for targeted marketing activities.
• Oversee the migration of all direct communications to lower cost mediums such as SMS, LiveChat, Chatbot, Surveys and email.
• Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
• Design an environment, to enable Coty NA marketing teams globally to leverage customer data to increase customer engagement.
• Create a Single Customer View (SCV) of the audience
• Create more seamless customer journeys that will deliver operational efficiencies.
• Improved targeting with relevant recommendations assisting the sales representatives
• Enable a better personalized user experience online encouraging more online re-purchase & engagement
• Ensure Coty is fully compliant for GDPR (general data protection regulation)
The ideal background of a CRM Manager:
• Extensive experience of direct and digital marketing ideally in a similar industry.
• Strong background in customer acquisition, re-engagement and retention strategies.
• Degree educated from an IT or related degree.
• A Confident and articulate communicator capable of inspiring strong collaboration in an organization
QUALIFICATIONS
• Leadership and Collaboration: Consistent collaboration across multi-functional teams and with the customer directly, is critical to driving engagement in and alignment to strategies and executions. This person will need to lead team thinking to envision future customer SBD environments and shelving strategy processes. And will often play a critical role in engaging the customer and brand teams, enabling field sales sell in and developing and executing plans to deliver on shared objectives with brands & top customers. This person will also need to manage project work, engaging and managing relationships with multiple vendors.
• Operates with Discipline while still being flexible: This role juggles many priorities across top customers and all brands, and involves managing a hefty budget. This person will need to be able to set priorities, plan and ensure they remain on top of details. They will need to do all this and still be flexible to accommodate changing customer needs and brand requests.
• Innovates & Reapplies: As one of the few people in the organization who sits across several customers and brand teams, this role requires someone who can identify innovative commercial solutions and then reapply across customers and the organization to enable consistency, drive scale and simplify work processes. This person should seek to continually improve to drive business growth and share best-in-class ideas and processes from across the organization, retail and salon professional.
• Uses Judgment & In Touch: This role requires a strong analytical thinker and also someone who can integrate intangible knowledge from a variety of non-data based sources, including customer input & shopper understanding, to assess opportunities and make informed, timely business decisions to influence brand plans and customer choices.
• Passion for Beauty: Stylists and DIY consumers are passionate about beauty and changing trends, to keep up with what’s going on. Both of the groups are entrenched in the broader beauty culture, not only in hair and nail, but also in fashion, celebrity, and pop culture and be able to translate their inspiration into action. The person needs to be beauty curious and stay in touch with the industry and broader pop culture.
Preferred Qualifications:
• Bachelor’s degree (Business Administration, Marketing or similar discipline)
• Experience of 5+ years in marketing or sales in the beauty industry
• Experience with such applications as Space Planning, Spaceman or aptitude to learn and work with Space Planning
• Ability to work well under pressure
• Strong organizational skills
• Excellent oral and written communication skills
• Proficient computer knowledge: Microsoft Office, Work, Excel, PowerPoint, Outlook, etc.
• Beauty industry & merchandising experience
We are Coty – and our people make us who we are.
It’s important that we find individuals who are a great fit for our business, not just for us but for you too. We want people to thrive here and, if you are the right culture fit with us and we with you, you’ll be able to shine and achieve beyond your own expectations.
• For us, beauty is and beauty does. We are very focused because we all want the same thing: to help our consumers celebrate and liberate the diversity of their beauty – and that takes creativity, excellence and radical thinking – we are here to disrupt the beauty industry on behalf of consumers and you need to want to join that mission to succeed here.
• We have an energetic intensity about us. We’re quite relentless in our determination to deliver, always accountable for our actions and tenacious. We will not be beaten by obstacles.
• Responding quickly with agile thinking to business challenges and opportunities is second nature to us. We like it that way as it means we can be creative and find new ways to make things happen fast. Colleagues will expect it of you and you’ll expect it of them – we’re a team and we help each other. We’re all in it together – irrespective of level or part of the business.
• We always go the extra mile, pushing the boundaries to be that best partner we can be to our customers and to excite and delight our consumers.
• When you join Coty, you become part of a vibrantly diverse and energetic group who have fun in an intense sort of way. Because we’re not just here for the ride, we want to change things.
INTERESTED?
Interested in this opportunity? Please submit your application by going to the careers site at www.coty.com
ABOUT US
Coty’s purpose is to celebrate and liberate the diversity of our consumers’ beauty. Aligned to this is our mission – to strive over time to become the global industry leader by being the clear challenger in beauty, delighting consumers and creating long term shareholder value.
We are one of the world’s largest beauty companies with approximately $9 billion in revenue, and our strong entrepreneurial heritage has created an iconic portfolio of leading beauty brands.
As the global leader in fragrance, a strong number two in professional salon hair color & styling, and number three in color cosmetics, we operate across three divisions:
• Coty Consumer Beauty: focused on color cosmetics, retail hair coloring and styling products, body care and mass fragrances sold primarily in the mass retail channels with brands such as COVERGIRL, Max Factor and Rimmel
• Coty Luxury: focused on prestige fragrances and skincare with brands such as Calvin Klein, Marc Jacobs, Hugo Boss, Gucci and philosophy
• Coty Professional Beauty: focused on servicing salon owners and professionals in both hair and nail with brands such as Wella Professionals, Sebastian Professional, OPI and ghd
Coty is a truly global player with over 20,000 employees, operations in more than 40 countries in Asia, Latin America, Australia, Middle East and Africa, as well as Europe and North America and products sold in over 130 countries and territories. Our headquarters are in London, New York, Geneva and Paris.
Equal Employment Opportunities
We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results. EOE Minorities/Females/Protected Veterans/Disabled.