LOA - UKI - CRM Manager; LDB FTC

We are seeking a highly motivated and experienced CRM Manager to join our dynamic marketing team within the L'Oréal Dermatological Beauty Division, working across our four brands:
La Roche-Posay, Skin Ceuticals, Cera Ve, and Vichy. This highly strategic role is crucial in shaping our customer relationship strategy, driving customer lifetime value, and leveraging data to create personalised and effective consumer journeys across both B2C and B2B audiences. The ideal candidate will be a strategic thinker with a strong analytical mindset, passionate about consumer engagement and innovation in CRM.

You will be a key player within the Chief Digital Office (CDO) team, specifically within a smaller tribe focused on DTC, CRM & Services, working closely with an Assistant DTC Manager and a CRM Executive, and reporting directly to the Senior CRM, DTC & Services Manager.

• 1P Acquisition Focus:
  Develop and execute innovative strategies to drive first-party data acquisition, constantly exploring new channels and methods to grow our consumer database effectively.
• Lifecycle Management:
  Design, implement, and continuously evolve comprehensive CRM lifecycle programs, encompassing Acquisition, Engagement, Retention, and Loyalty, with a primary focus on maximising Customer Lifetime Value (CLTV) across our B2C and B2B audiences.
• New Channel Expansion:
  Lead the launch and integration of new CRM communication channels, such as Whats App and SMS, to enhance customer reach and engagement.
• Trigger Journey Ownership:
  Take full ownership of automated trigger journeys, ensuring they are optimized, up-to-date, and aligned with global Digital Marketing & Innovation (DMI) recommendations and best practices.
• Analytics & Insights:
  Own all CRM analytics, providing in-depth reporting and translating complex data into actionable insights to continuously improve CRM performance, campaign effectiveness, and customer engagement metrics.
• Data Strategy:
  Develop and implement strategies to mitigate data anonymization challenges and enhance lapsing customer reactivation efforts.
• DTC Commercial Support:
  Work very closely with the DTC National Account Manager to ensure CRM strategies and activities are fully aligned with and actively support our direct-to-consumer commercial objectives and sales targets.

• 1P Data Strategy, partnering with the brands and media teams to transform marketing objectives into a data activation plan, ensuring brands are harnessing the power of their data to reach key strategic consumers in all addressable channels, and ensuring they are meeting the needs of the business as well.
• Cross-Functional Collaboration:
  
  Work hand-in-hand with the Media team on the 1P/2P/3P activation calendar, leveraging first-party (our own), second-party (partner data), and third-party (external) audiences to drive better media efficiency, targeting, and campaign performance.
• Identify gaps in any data needs and work with multi-div/brand teams to either drive 1P Acquisition, or leverage 2P partnerships to close gap.
• Data Integration:
  Collaborate with the Multi-Div team to integrate third-party (3P) data, enriching our understanding of audience segments and optimizing data utilization for media activation purposes.

• Proven experience in CRM management, preferably within the beauty, retail, or consumer goods industry.
• Highly strategic thinker with the ability to develop and execute innovative CRM strategies that drive measurable results.
• Demonstrably data-driven in approach, with an ability to leverage insights for optimization and decision-making.
• Experience with lifecycle marketing, customer segmentation, and personalisation at scale.
• Proficiency in data analysis and reporting, coupled with the confidence to use data to tell compelling stories and influence stakeholders.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, including media, commercial, and technical stakeholders.
• Proactive, results-oriented, and able to thrive in a fast-paced, dynamic environment.
• Experie…