CRM and Services Manager

L'Oréal


Date: 3 weeks ago
City: Dubai
Contract type: Full time
Responsible for CRM and Beauty tech Services excellency on a Digital Corporate level

KEY RESPONSIBILITES

CONSUMER MANAGEMENT

  • Managing consumer’s journey from initial awareness of a product or service through to post purchase loyalty by optimizing every stage of the consumer’s journey, including acquisition, engagement, and retention to build long term relationships with consumers and maximize lifetime value.
  • Mastering the strategies and tools to manage and analyze consumers interactions and data throughout the consumer cycle to build better relationships with the consumers, to ultimately drive sales growth and increase consumer retention.
  • Profiling and segmenting consumers to cluster categories and brands attitudes and usages, including different touchpoints based on their preferences.
  • Identifying consumer data in the funnel journey and activating them with the right message at the right moment.
  • Designing a full funnel touchpoint strategy to create a seamless O+O experience for the consumer, leading to increased engagement, loyalty, and sales.
  • Designing an integrated touchpoint strategy to create a seamless personalized and effective omnichannel experience for B2B partners (retailers, hairdressers, health professionals) and B2C (consumers) leading to increased engagement, loyalty and sales.

DATA MANAGEMENT

  • Collecting, acquiring, and integrating data from various sources and databases according to business needs.
  • Understanding the key concepts of data and big data (including quality and storage, security and privacy, KPIs, data journey sustainability impact, ethics and privacy knowledge) and its usage (analysis, decision-making).
  • Understanding and implementing processes, roles, policies, standards, metrics, tools and organizations to ensure the efficient and sustainable use of data in alignment with business needs.
  • Using data management tools (dashboard tools, analysis tools) to gain insights from data, such as PowerBI, and Looker.

PLATFORM MANAGEMENT

  • Understanding the complex and interconnected web of digital platforms, technologies, tools, key players and stakeholders that are used to create, distribute and consume data, and services.
  • Understanding the ecosystem of end-to-end online and offline, including platforms, technologies, business models, strategies and processes that enable the acquiring and processing of data.
  • Implementing the right channel strategy to increase brand awareness, generate leads, drive website traffic and ultimately, increase sales, revenue and profitability.
  • Mastering the use of data tools such as data platforms (consumer platforms and others) and analytics tools (Google Analytics, Looker) to ensure correct collection, storage, exploitation and analysis of data.

SERVICES

  • Leveraging specific and adapted KPIs to monitor the performance of the Beauty tech services.
  • Mastery of the services and the beauty tech tools of the brand to deliver a personalized O+O experience to the customer.
  • Be responsible of the beauty tech services roadmap to implement in the region.
  • Ensure brands implement beauty retch services on their platforms according to the timelines and global directions.

STAKEHOLDER MANAGEMENT

  • Establish and maintain relationships with key stakeholders inside the company (Digital teams, brands, other functions, Legal, compliance and IT), and external agency partners ( CRM, Media, Advocacy and Social )
  • Work closely with CRM agency to ensure CRM performances are contributing to the growth of brands.
  • Collaborate well with zone/global and other countries within the region to enhance CRM capabilities, sharing of best practices, and aligning on key targets

TOOLS

  • SFMC
  • Google Analytics
  • Looker
  • PowerBI
  • Internal Digital tools

Knowledge & Experience

Master’s degree

Essential experience: CRM and Services

Preferred Experience

  • 3 to 5 years’ experience
  • External experience in an agency or Digital manager of a brand
  • Knowledge of CRM tools
  • Knowledge of main Digital KPIS
  • Knowledge of beauty tech services usage

Skills & Abilities

  • Perfect understanding of local Consumer behaviors and local external providers
  • Familiar with relational database concepts
  • Ability to translate consumers data and behaviors into business opportunities
  • Translate figures into directions for strategic decisions
  • Strong experience and track record in CRM campaigns
  • Understand CRM KPIs and tools
  • Translate sense of purpose of the brand into call-to-action messages
  • Strong background in customer acquisition, re-engagement and retention strategies
  • Master media mechanism
  • Knowledge about AI services and latest trends
  • Understanding and passion for digital landscape, trends, tools & technology innovation
  • Ability to act as a corporate ambassador internally to drive change within the different divisions
  • Ability to foster deep collaborative relationship with agencies and peers
  • Strong project management knowledge and ability to handle multiple projects simultaneously
  • Solid analytical skills and detailed-oriented
  • Pro-active, entrepreneurial individual with a constant drive for results
  • Good Presentation skills

STAKEHOLDERS

INTERNAL

  • Digital
  • CMO
  • Marketing
  • Ecommerce
  • Advocacy
  • Legal
  • IT
  • Customer Experience

EXTERNAL

  • Agency
  • Zone
  • DMI

PERSONAL COMPETENCIES

  • Ability to pioneer new ways of working and think outside of the box to accelerate LOME CRM Database and Beauty tech Services usage
  • Capability to communicate and negotiate with internal and external stakeholders and challenge brands when needed to achieve their KPIs

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