Job Description

Responsibilities

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).

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

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

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.

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)

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.

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

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

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.

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

Sephora