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CRM & Services Manager | Dubai
2 weeks ago
Our 36 international brands are divided into four unique Divisions: Luxe, Consumer Products, Dermatological Beauty, and Professional Products. Our 36 international brands include Kiehl's, Lancôme, Giorgio Armani Beauty, Yves Saint Laurent Beauté, Ralph Lauren, Clarisonic, Maybelline New York, Essie, Kérastase, IT Cosmetics, Prada Beauty, Biotherm, Shu Uemura, Viktor&Rolf, Maison Martin Margiela, Urban Decay, Redken, Vichy, La Roche-Posay, Diesel, Garnier, L'Oréal Paris, and more.
The CRM & Service Manager is responsible for CRM and Services excellency on a Digital Corporate level
CRM & Services Manager | L'Oréal Dubai | Apply Now
Responsibilities
DUTIES AND RESPONSIBILITIES
Internal :
Create close synergy between internal brands team and the agency
Follow up with all brands to run monthly CRM campaigns (SMS/ emails/data collection) and work closely with them to ensure the CRM strategy works effectively for all aspects of the brand/division
Has a broad vision of the CRM potentialities and foster cross brands, categories and divisions opportunities
Knows how to analyze and challenge CRM KPIs
Customer journey mapping – analyze touch points with the brands and maximize commercial opportunities
Work closely with the CMO team ( Media, Ecom and CMI ) to ensure we have a seamless collaboration for the objective to collect 1P Data
Work closely with IT globally and internally to ensure Tech flows are safe and GDPR compliant
External
Work closely with the agency to ensure the percentage of L'Oreal database is active and increasing
Always challenge the agency to think outside of the box and come back with recommendations to add value to the brands CRM strategy
Ensure that the agency delivers/enhances monthly reporting, QBRs and data cleaning
Ensure the database is segmented effectively for targeted marketing activities in respect to local behaviors
KPIs
Track closely the CRM global KPIs and follow the recommended guidelines
Increase engaged active users to 50% as per the group's guidelines and KPIs
Responsible to increase the L'Oreal database size by 20%
Start implementing fishing rules to increase the footprint across the different brands and categories
Manage and monitor data acquisition strategy in lie with the group recommendation
Analyze and overlooks the reporting provided by the agency to ensure ROI excellency
Services
Be responsible of the services roadmap to implement in the region
Ensure brands implement services on their platforms according to the timelines and global directions
Overlook the time spent on the different tools and optimize constantly
Create a strategy linking media/advocacy campaigns to AI tools to drive more traffic
Track performance of services on DOMO
Ensure 25% of the overall traffic of the website also engages with the AI tools
Other
Establish and maintain relationships with key stakeholders inside the company (Digital teams, CMO , marketing, communication, Legal and IT)and agency partners
Maintain understanding of the latest digital opportunities and trends in consumer interaction and inspire the divisions with those possibilities
Knowledge And Experience
Master degree
Essential experience : CRM and Services
Preferred Experience
3 to 5 years experience
External experience in an agency or Digital manager of a brand
Knowledge of CRM tools
Knowledge of main Digital KPIS
Knowledge of services usage
Skills And Abilities
Perfect understanding of local Consumer behaviors and local external providers
Familiar with relational database concepts
Ability to translate consumers data and behaviors into business opportunities
Translate figures into directions for strategic decisions
Strong experience and track record in CRM campaigns
Understand CRM KPIs and tools
Translate sense of purpose of the brand into call-to-action messages
Strong background in customer acquisition, re-engagement and retention strategies
Master media mechanism
Knowledge about AI services and latest trends
Understanding and passion for digital landscape, trends, tools & technology innovation
Ability to act as a corporate ambassador internally to drive change within the different divisions
Ability to foster deep collaborative relationship with agencies and peers
Strong project management knowledge and ability to handle multiple projects simultaneously
Solid analytical skills and detailed-oriented
Pro-active, entrepreneurial individual with a constant drive for results
Good Presentation skills
STAKEHOLDERS
INTERNAL
Digital
CMO
Marketing
Ecommerce
Legal
IT
EXTERNAL
Agency
Zone
DMI
PERSONAL COMPENTENCIES
Ability to pioneer new ways of working and think outside of the box to accelerate LOME CRM Database and Services usage
Capability to communicate and negotiate with internal and external stakeholders and challenge brands when needed to achieve their KPIs
Don't miss out on this exciting opportunity – apply now at
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