crm manager in luxury retail

Aesop is a global retail organisation focused on skincare products made with efficacious ingredients. The company is committed to sustainability, inclusion, and balancing people, planet, and profit, and has been part of the L'Oréal Groupe since 2023.

• Support the Head of CRM & Omni Media in co-developing the global strategic frame;
• Lead high-priority global projects and ensure timely delivery aligned with long-term objectives;
• Translate aligned strategy into actionable global implementation plans;
• Lead innovation projects and identify opportunities in the digital landscape;
• Navigate and align senior stakeholders across DMI and Zone levels;
• Ensure global CRM frameworks are followed consistently across markets;
• Demonstrate the commercial value of CRM and connect data with creative strategies;
• Implement the global Recruitment, Retention, and Reactivation framework;
• Track Triple R metrics across markets and identify growth opportunities;
• Establish and enforce CLV as the core performance metric;
• Support personalization framework development and lead global rollout and technical implementation;
• Design CRM journeys for campaigns, trigger journeys, and always-on stories;
• Orchestrate category-led 360-degree strategic campaigns;
• Ensure campaigns integrate Email and Mobile channels through an Omnichannel Lens;
• Lead the end-to-end implementation and follow-up of the Aesop Loyalty Program across markets;
• Operationalize the Global Clienteling Framework;
• Directly manage the Global CRM Manager and oversee their development of Email, SMS, and Push content;
• Oversee Figma briefing and review processes for wireframes and creative assets;
• Support the team in resolving technical and strategic roadblocks;
• Partner with Data teams to manage and interpret global reporting tools;
• Provide actionable optimization insights to the Head of CRM;
• Establish continuous testing and refinement cycles.

• Significant experience in a Senior CRM role within a fast-paced luxury retail, beauty, or FMCG environment;
• Proven track record of people management;
• Experience implementing high-level concepts in a complex global matrix;
• Strong proficiency in Salesforce, Power BI, and GA;
• Exceptional ability to support senior leadership and influence Zone- and Market-level stakeholders;
• Proficiency in Figma for directing and reviewing tactical email and mobile assets;
• Open mindset and deep curiosity;
• Commitment to an inclusive and psychologically safe work environment;
• Resilient, proactive, and positive approach with the ability to lead by example.

• Hybrid working pattern;
• Generous product discount allowance and bi-annual complimentary product allocation;
• Paid volunteering allowance;
• Bonus opportunity based on personal and business performance;
• Complimentary access to LinkedIn Learning, in-house Product and Core skills training, and study support opportunities;
• Employee assistance programmes and complimentary Headspace subscription;
• Summer hours options;
• Professional development, career growth, and employee wellbeing initiatives.