Crm manager in beauty

L’Oréal is a global beauty company present in 150 markets across five continents. Its Professional Products Division supplies salons and other professional customers with advanced hair and beauty products through an eight-brand portfolio, including L’Oréal Professionnel, Kérastase, Redken and Matrix.

Define and deliver an integrated CRM, retention and digital merchandising strategy aligned with D2C revenue targets, product launches, trading moments and brand priorities Own the D2C merchandising calendar, curating product launches, seasonal edits, exclusive bundles, campaign landing pages and onsite navigation Optimise product discovery, cross-sell and upsell opportunities to increase conversion and Average Order Value Own the CRM calendar and lifecycle strategy across email and SMS, balancing campaigns with automated journeys Develop personalised journeys across acquisition, onboarding, replenishment, cross-sell, win-back and loyalty using customer cohorts, behavioural signals, purchase history and preference data Partner with Brand and Creative teams to turn campaign assets into premium digital experiences while maintaining consistent brand expression Own the D2C CRO and test-and-learn roadmap across CRM and onsite journeys;

identify friction and opportunities from landing page through PDP, basket and checkout Develop hypotheses and success criteria across merchandising, navigation, UI/UX, messaging, creative, segmentation and lifecycle journeys, and scale learnings that improve performance Analyse CRM, onsite merchandising and customer lifecycle performance; identify risks and growth opportunities and translate insights into trading, merchandising, CRM and customer-journey actions Build customer cohort and behaviour insights to inform commercial planning Champion Salesforce Marketing Cloud and e-commerce platform capabilities, and explore CRM, personalisation and conversational commerce opportunities Maintain database hygiene, accurate product catalogue information, stock visibility and onsite visual execution Support compliant consent, preference and consumer-data practices with Legal and the Data Protection Officer Work with Brand, Operations and IT teams to deliver execution at pace Build and share CRM and digital merchandising toolkits, creative inspiration and operational best practice with Zone and Global partners

Proven experience in CRM, customer lifecycle management, digital visual merchandising, e-commerce trading and/or online user experience Use conversion, engagement, retention, basket size, AOV and ROI data to evaluate performance and make informed decisions Strong understanding of premium digital storytelling and creating engaging, shoppable experiences from brand and creative assets Understanding of segmentation, behavioural triggers, preference data and omnichannel customer journeys Experience with structured test-and-learn programmes using quantitative data and qualitative judgement Comfortable working with CRM and e-commerce technologies Strong execution skills across copy, creative, product information, stock visibility, data hygiene and campaign setup Experience developing CRM acquisition, lead-generation, data-capture and customer-enrichment initiatives Ability to build partnerships across creative, marketing, commercial, insights, operations, technical and legal teams Working knowledge of consent, preference management and data protection requirements Ability to manage multiple priorities in a fast-moving retail environment Будет плюсом:
Salesforce Marketing Cloud

Benefits include money-saving offers, free mortgage advice, share options and an enhanced pension plan Up to 60% off L’Oréal brands Private medical and dental insurance, discounted gym memberships and onsite mental health support Enhanced family leave and up to 4 weeks of paid fertility leave Learning opportunities include leadership programs and monthly expert talks