Manager, Omnichannel Tools & Salon Digital Experience

The Estée Lauder Companies Inc. is one of the world’s leading manufacturers, marketers, and sellers of quality skin care, makeup, fragrance, and hair care products, and is a steward of luxury and prestige brands globally. The company’s products are sold in approximately 150 countries and territories under brand names including:
Estée Lauder, Aramis, Clinique, Lab Series, Origins, M
· A·C, La Mer, Bobbi Brown Cosmetics, Aveda, Jo Malone London, Bumble and bumble, Darphin Paris, TOM FORD, Smashbox, AERIN Beauty, Le Labo, Editions de Parfums Frédéric Malle, GLAMGLOW, KILIAN PARIS, Too Faced, Dr.Jart+, the DECIEM family of brands, including The Ordinary and NIOD, and BALMAIN Beauty.

Manager of Omnichannel Tools & Salon Digital Experience is a critical role responsible for ensuring seamless and effective vision, strategy and delivery of digital tools that support the physical salon, artist and guest experience. This role is responsible for setting the global vision and strategy, while also delivering upon the execution for North America.

Build omni-channel journey, identify critical touchpoints and ensure delivered experience delivers incremental artist and guest satisfaction, incremental salon visits, improved salon efficiencies and guest retention and advocacy.

Cultivate and maintain strong network of partners & vendors that will ensure rapid adoption and optimal execution of all tools, technologies, best practices, enhancements and more to build our brand equity and fuel profitable growth throughout our ecosystem. Example of tools include hair & scalp check technologies for stores & salons, salon appointment booking experiences, marketing libraries for salons and sales teams, salon e-commerce support, etc.

• Develop a strategic road map and plan to develop best-in-class omnichannel data and technology capabilities that seamlessly integrates the Aveda ecosystem, focused on supporting Salon network. Enabling a unified consumer profile view across all channels – to ensure from the moments of recruitment a lifetime journey of optimal experiences is activated to foster brand love and fuel brand value.
• Evolve existing and develop new business models to drive traffic and loyalty across all channels.
• Lead the development and optimization of omnichannel platform, promotion and content strategies for the customer journey. Deploy strategies to markets and Affiliates around the world.
• Develop and evaluate key performance indicators (KPIs) for all Omnichannel Strategy programs. Track performance with monthly dashboards by market and make recommendations to drive continuous improvement and positive ROI. Foster a culture of continuous experimentation and improvement.
• Manage contractual agreements and relationships with agencies that support omnichannel platforms and strategies.
• Oversee development of global omnichannel expansion strategies and new business models (i.e. platforms, programs and processes).
• Collaborate with Consumer Insights, Digital and Retail Tech teams to leverage insights to drive omnichannel strategy, relevance, content performance and marketing ROI.
• Provide strategic guidance, insight and knowledge about market trends, consumer attitudes, competitors and the effectiveness of marketing strategies and tactics for the Omnichannel Strategy team, senior leadership and cross-functional teams.

• Ongoing enhancement of A-Commerce enablement to ensure salons maximize revenue potential via e-commerce as consumer behavior continues to shift to online shopping for convenience.
• Leverage A-Commerce to create service communication with consumer prior to her salon visit enhancing knowledge of high touch services.
• Ongoing enhancement of A-Commerce to enable artists to share their knowledge with consumers seeking expert coaching and recommendations delivered via high quality content or virtual consultations or virtual high touch experiences.
• Strategically define the future abilities within A-Commerce to leverage Aveda Expert network to provide superior consumer experiences, and revenue opportunity for Artists (both in and out of network).
• Support unique…