CRM & Services Manager

3 weeks ago


Dubai, United Arab Emirates Loreal Full time

OVERVIEW
The CRM & Service Manager is responsible for CRM and Services excellency on a Digital Corporate level
DUTIES & RESPONSIBILITIES
CRM :
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 & 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

Desired Candidate Profile
Education:
Bachelor of Technology/Engineering(Computers)
Gender:
nm
Nationality:
Any Nationality


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