The position is responsible for supporting the long-term luxury CRM vision. Providing consumer insights that are data driven across the customer’s life cycle and multi-channel touch points that can be applied within and across Luxe brands. Also responsible for ensuring CRM infrastructure and ecosystem is optimized.
Collaborate with multiple stakeholders including, but not limited to retailer, account, internal sales & marketing partners to drive “direct-to-consumer” programs. Work across all L’Oreal luxury brands to support strategic brand objectives, launches, and activities; responsible for increasing conversion, repeat rate and segment & target customers more precisely, improving the number of active and loyal customers. Partner and support the brand teams to action against annual plans to drive business results.
Blend brand marketing with direct marketing principles to deliver enhanced solutions and/or new recommendations to build the customer experience with line-of-site toward quantifying and improving ROI. Maximize all opportunities to cross-reference and merge learnings from multiple data sources, (i.e., CRM database and Retailer databases) to create multi-channel strategies.
College Degree
7 - 10 years in a direct to consumer CRM role
Related work experience which demonstrates an understanding of and skill in the confluence of brand management and direct-to-consumer marketing principles
Expert knowledge and skill with data, data management and statistics, particularly as it relates to CRM and consumer analytics
Demonstrated strength in communication and influencing skills; not only written and verbal, but also in the engagement of internal and external business partners
Ability to lead presentations and effectively analyze and translate data into actionable business plans
Highly collaborative across different stakeholders in a matrixed environment
Strong projection & forecasting skills
Open to new ideas and actively builds networks to achieve goals
Self motivated, results-oriented, strategic thinker
Strong time management and prioritization skills
Strong computer skills necessary (All Microsoft Office programs) with heavy focus on PowerPoint
Experience working in “direct-to-consumer” environment is preferred, but not required
Experience developing or running a brand loyalty program is preferred, but not required
This role will require a balance of analytical thinking, communication skills and data management skills as it will require a demonstrated ability to develop consumer knowledge and insight and to act on the data in collaboration with internal brand & external account partners. It requires constant interaction within a matrixed business structure (Marketing, eCommerce, GM, CMO) to coordinate work and deliver objectives. Actively builds networks and becomes in-house expert on the account database to influence, convince, and introduce new ways of executing CRM. This position will require moderate supervision to maintain a proper corporate direction.
Travel will vary based on brand locations (West Coast) – up to 10%
Annual Budget Responsibility: Multi-million dollar budget which is a combination of direct influence over centralized spend and indirect influence over CRM spend budget in the brands.
1. Account Database Expert: access, mine, synthesize and translate data
40%
2. Collaborate with brand teams to understand the respective calendar and business objectives. Apply Account Data information and create actionable business plans,
40%
3. Develop customer programs by brand across channels
10%
4. Conduct meetings to facilitate the share of Customer Insights and the communication of plans/programs. Gain buy-in and approvals.
10%
Competencies
1. Leads with Human Sensitivity – Demonstrates respect, develops others (i.e. explains strategic objectives and the meaning of projects; manages senior/junior members as needed) and enriches team dynamics (i.e. motivates the team to work with diverse personalities and cultures)
2. Displays Sensitivity to Our “Métier” – Focuses on quality, continues to build personal knowledge of the beauty business and understanding of beauty and Consumer Behaviors.
3. Demonstrates Entrepreneurship – Takes initiative (i.e. demonstrates resourcefulness), focuses on customers, improves performance (i.e. improves work processes to save time and resources) and develops a vision. Considers consumers a company asset.
4. Innovates – Shows curiosity, imagines creative solutions generating business value, promotes team creativity and utilizes data to draw new insights.
5. Achieves Results with Integrity – Conveys energy, focuses on results, deliverables and follow-through (i.e. accelerates multiple tasks to meet deadlines) and acts with integrity
6. Manages Complexity – Reasons from multiple perspectives (i.e. analyzes issues by combining listening, observation, reasoning and common sense) and makes decisions (i.e. finds solutions when facing dilemmas)
7. Interacts Effectively – Listens and communicates effectively (i.e. presents confidently and convinces others) and actively networks
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