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CRM & Media Manager | GUERLAIN

1 month ago

dubai, United Arab Emirates LVMH Full time
Job Title: CRM – E-Retail ManagerMain ResponsibilitiesPAID MEDIA •Setting the yearly performance media strategy across platforms together with HQ & local agency partner, defining the right targets and KPIs in alignment with Digital Manager•Understanding in-depth the global media strategy in-line with the business objectives, while cascading the overall strategy briefing the agency/ providing feedback and aligning with HQ teams on validation of media plans and campaigns throughout. •Monitoring and optimizing the audience strategy and segmentation, keyword development and search strategy•Analyzing all KPIs by platform/campaign compared to objectives set in place, while overseeing with the agency to gaps to optimize & continuously r5e-assing the budget reallocations to maximize the KPIs. •Provide campaign performance results, data analysis and optimization on all plans.•Sharing and validating the correct assets, ensuring consistent tone of voice across platforms.•In charge of media budget planning and spending. Tracking the spend Digital Marketing Director on a monthly basis.•Ability to work cross-functionally at all levels and consistently challenge status quo and strive for excellence.CRM•Develop and implement CRM strategies to enhance customer acquisition, retention, and loyalty while analyzing customer data and insights to identify opportunities for personalized marketing campaigns and targeted communication. •Leading the implementation and management of CRM systems at POS, streamlining processes and improve efficiency including Clientelling targeting / data extraction / Adobe •CRM Scorecard, KPIs & Client growth trackers – monitoring closely active clients & conversion, develop loyalty and review NPS. •Implementing Newsletter creation, Trigger / Tactical emailers clientelling campaigns – while coordinating with in-store teams to ensure roll-out is live on salesforce. •Overseeing data collect campaigns & acceleration, developing remote selling opportunities (Client Service…) Services (one -to-one) / online bookings according to the Clientelling roadmap) + ensuring CRM software is deployed in new doors with 100% adoption. •Experience of software / platforms such as Dartagnan, Salesforce •CRM BI analysis, CRM In-store Applications is preferred. •Collaborate with cross-functional teams including external agencies including marketing, sales, and IT, to ensure alignment of CRM initiatives with overall business objectives.•Develop and implement strategies to increase contacts and acquisition such as Lead-ads campaigns & data collect activations, QR codes etc. •Monitor sales performance, conversion rates, and other key metrics to identify areas for improvement for increasing acquisition and enhancing Clientelling, tracking performance metrics, such as customer lifetime value, conversion rates to track the effectiveness of CRM initiatives.Profile•Minimum of 3-5 years of experience in CRM management, e-commerce, Media / Performance & Digital marketing •BA Degree or equivalent •Fluent in English; French and Arabic is a plus •Strong analytical skills with the ability to interpret data and generate actionable insights •Excellent communication and collaboration skills with the ability to work effectively in a cross-functional team environment with high energy and accuracy •Passion for Luxury and a deep understanding of consumer behavior in the media & CRM landscapeReporting to HQ / Local Team•Weekly CRM / MEDIA campaign results reporting •Monthly Performance report •Roadmap / progress reporting
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