CRM manager in beauty

The CRM Manager plans and delivers customer communications across our brands and channels, developing CRM activity that supports brand and commercial priorities, improves the customer journey, and delivers measurable results. Working with internal teams and agency partners, the role uses customer insights, data and campaign performance to shape relevant communications. The CRM Manager identifies opportunities to improve engagement, conversion and retention, helping to drive stronger customer relationships across the business.

• Develop and manage the CRM campaign calendar and roadmap, aligning activity with customer needs, brand plans and commercial objectives, and advising brand, Commercial and Business Development teams on CRM opportunities
• Lead campaign planning and briefing with brand and divisional stakeholders, coordinating priorities, timelines, approvals and dependencies, and aligning with Global and Zone teams on content, templates and best practice
• Develop and improve CRM communications across the customer lifecycle, including onboarding, engagement, retention and reactivation, and identify opportunities to improve the customer journey across relevant channels
• Build audience segments and targeted communications using customer data and insights, ensuring content is engaging, clear and consistent with brand guidelines, and coordinating reviews and approvals with input from the A&I team on user-generated content and advocacy assets
• Oversee the set-up and delivery of email campaigns and automated trigger communications, briefing and deploying targeted campaigns with Jakala, the Zone CRM agency, and coordinating CRM elements of online and offline initiatives with Commercial and Business Development teams
• Oversee campaign checks for content, links, targeting, personalisation and tracking, ensuring campaigns are delivered accurately, on time and in line with the brief, and identifying opportunities to improve CRM workflows and processes
• Define campaign KPIs, monitor performance against customer and commercial objectives, and lead a test-and-learn approach including A/B testing of content, messaging, audiences and send times, turning insights into improvements to future campaigns
• Manage CRM budgets, agency briefs and service quality, maintain high standards of customer and salon data quality, follow tracking, naming, consent and data-protection requirements, and contribute to regular reporting, including monthly Europe DDX meetings

• You have experience planning and delivering CRM campaigns or customer communications
• You have strong written and verbal communication skills, with an eye for detail and tone of voice
• You understand CRM, digital marketing, customer behaviour and lifecycle communications
• You can use customer data to support segmentation, targeting and personalisation
• You can interpret campaign performance and translate insights into practical improvements, using a test-and-learn mindset
• You have strong organisational and project management skills, able to manage multiple priorities, timelines and deadlines
• You are confident building relationships with stakeholders and agency partners, and influencing campaign priorities and budgets
• You take a careful and accurate approach to campaign execution, data quality and governance, and have an interest in eCommerce and contributing to LPS, the Group's largest eCommerce platform
• Будет плюсом: experience with CRM platforms, marketing automation tools or Photoshop is helpful

• Our industry-leading award-winning benefits package shows how much we value our people. We know they're at the heart of L'Oréal's success, so we offer a fair and competitive package to help you thrive.
• Enjoy perks like money-saving offers, free mortgage advice, share options and an enhanced pension plan.
• Love our brands? You'll get up to 60% off iconic names like YSL, CeraVe, Armani, Kiehl's and Garnier!
• Because health matters, we offer private medical and dental insurance, discounted gym memberships, and onsite mental health support.
• We also provide enhanced family leave for all and up to 4 weeks of paid fertility leave, so you can prioritise what matters most.
• Learning is in our DNA at L'Oréal. We'll help you master your role, build skills, and access top-notch leadership programs and monthly expert talks.