Position

Manager, CRM & Loyalty

Profile

Responsibilities

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  Build the 360\xc2\xb0 CRM action plan (offers, sequence of communications, targeting, channels of contact) to achieve customer retention and loyalty KPIs. Use data analytics and Test & Learn methodology (A/B testing) to optimize targeting and campaign performance (offers, sequence of communications, segmentation targeting, and channels of contact).

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  Analyze and understand customers\xe2\x80\x99 behavior and partner with other functions such as Ecommerce, PR & Social Media, Animation & Brand Planning, and Brick & Mortar teams to develop and execute integrated CRM action plans

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  Manage all CRM programs, campaigns and the budget of CRM and loyalty activities.

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  Ideate and manage member acquisition and retention campaigns including campaign design, communication and

measurement of objectives, costs, external vendors management. tools & technology, data and process initiatives to improve our ability to understand and engage the customer.

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  Define customer loyalty strategies on an ongoing basis to consistently increase engagement and

maximize customer lifetime value (multi- channels, personalization, Gold member\xe2\x80\x99s exclusive offers, loyalty events)

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  Ensure that there is a steady supply of attractive rewards for the Sephora Beauty Pass Program, gifts and product samples in the pipeline through coordination with the supporting functions.

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  Execute post-mortem analysis on commercial campaigns, member campaigns, and rewards traction in order to determine success of campaigns and initiatives.

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  Collaborate with partners in order to drive recruitment and retainment goals for country, including bank partners and Buy Now Pay Later payment partners.

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  Train & motivate stores in partnership with the store team, to meet goals and maintain a high level of

quality in terms of customer\xe2\x80\x99s relationship including retention, reactivation and new customer recruitment.

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  Be accountable to deliver insights and CRM KPIs for the country to the country team and regional teams.

Required Skills:

• SQL and relational database proficiency
• Strong commercial acumen, preferably with retail and e-commerce experience

• Ability to communicate complex ideas with clarity for stakeholders at all levels
• Strong presentation and consulting skills
• Working knowledge of digital marketing technologies
• Salesforce Marketing Cloud experience an advantage

Personal Attributes:

• Enthusiastic, keen to learn, with a passion for self-development
• Problem solving skills + creativity
• Enjoys working with others and getting stuck in across a range of projects & challenges
• Good sense of humor and ability to stay calm in a storm