CRM Manager - L'Oréal Dermatological Beauty Division (12 Month FTC)

We are seeking a highly motivated and experienced CRM Manager to join our dynamic marketing team within the L'Oréal Dermatological Beauty Division, working across our four brands: La Roche-Posay, SkinCeuticals, CeraVe, and Vichy. This highly strategic role is crucial in shaping our customer relationship strategy, driving customer lifetime value, and leveraging data to create personalised and effective consumer journeys across both B2C and B2B audiences. The ideal candidate will be a strategic thinker with a strong analytical mindset, passionate about consumer engagement and innovation in CRM. You will be a key player within the Chief Digital Office (CDO) team, specifically within a smaller tribe focused on DTC, CRM & Services, working closely with an Assistant DTC Manager and a CRM Executive, and reporting directly to the Senior CRM, DTC & Services Manager.

A DAY IN THE LIFE

CRM Lifecycle Excellence:

• 1P Acquisition Focus: Develop and execute innovative strategies to drive first-party data acquisition, constantly exploring new channels and methods to grow our consumer database effectively.

• Lifecycle Management: Design, implement, and continuously evolve comprehensive CRM lifecycle programs, encompassing Acquisition, Engagement, Retention, and Loyalty, with a primary focus on maximising Customer Lifetime Value (CLTV) across our B2C and B2B audiences.

• New Channel Expansion: Lead the launch and integration of new CRM communication channels, such as WhatsApp and SMS, to enhance customer reach and engagement.

• Trigger Journey Ownership: Take full ownership of automated trigger journeys, ensuring they are optimized, up-to-date, and aligned with global Digital Marketing & Innovation (DMI) recommendations and best practices.

• Analytics & Insights: Own all CRM analytics, providing in-depth reporting and translating complex data into actionable insights to continuously improve CRM performance, campaign effectiveness, and customer engagement metrics.

• Data Strategy: Develop and implement strategies to mitigate data anonymization challenges and enhance lapsing customer reactivation efforts.

• DTC Commercial Support: Work very closely with the DTC National Account Manager to ensure CRM strategies and activities are fully aligned with and actively support our direct-to-consumer commercial objectives and sales targets.

Supporting the Senior CRM Manager on Audience Insights & Activation:

• 1p Data Strategy, partnering with the brands and media teams to transform marketing objectives into a data activation plan, ensuring brands are harnessing the power of their data to reach key strategic consumers in all addressable channels, and ensuring they are meeting the needs of the business as well.

• Cross-Functional Collaboration: Work hand-in-hand with the Media team on the 1P/2P/3P activation calendar, leveraging first-party (our own), second-party (partner data), and third-party (external) audiences to drive better media efficiency, targeting, and campaign performance.

• Identify gaps in any data needs and work with multi-div/brand teams to either drive 1P Acquisition, or leverage 2P partnerships to close gap

• Data Integration: Collaborate with the Multi-Div team to integrate third-party (3P) data, enriching our understanding of audience segments and optimizing data utilization for media activation purposes.

• Proven experience in CRM management, preferably within the beauty, retail, or consumer goods industry.

• Highly strategic thinker with the ability to develop and execute innovative CRM strategies that drive measurable results.

• Demonstrably data-driven in approach, with an ability to leverage insights for optimization and decision-making.

• Experience with lifecycle marketing, customer segmentation, and personalisation at scale.

• Proficiency in data analysis and reporting, coupled with the confidence to use data to tell compelling stories and influence stakeholders.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, including media, commercial, and technical stakeholders.

• Proactive, results-oriented, and able to thrive in a fast-paced, dynamic environment.

• Experience with launching new communication channels (e.g., WhatsApp, SMS) is a plus.

Our industry-leading award-winning benefits package shows how much we value our people. We know they're at the heart of L'Oréal's success, so we offer a fair and competitive package to help you thrive.

Enjoy perks like money-saving offers, free mortgage advice, share options and an enhanced pension plan. Love our brands? You'll get up to 60% off iconic names like YSL, CeraVe, Armani, Kiehl's and Garnier! Because health matters, we offer private medical and dental insurance, discounted gym memberships, and onsite mental health support. We also provide enhanced family leave for all and up to 4 weeks of paid fertility leave, so you can prioritise what matters most.

Learning is in our DNA at L'Oréal. We'll help you master your role, build skills, and access top-notch leadership programs and monthly expert talks. And there's lots more too!

L'Oréal is present in 150 markets on five continents. For more than a century, L'Oréal has devoted itself solely to 'Create beauty that moves the world'; it is now the industry world leader with €29 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet. Experience the excitement of agility to shape the future of beauty; where diversity and purpose come together to create meaningful impact. Being part of the L'Oréal Dermatological Beauty Division will give you direct influence in achieving our mission: to help everyone in their quest for healthy and beautiful skin.' As the world leader in dermocosmetics, our iconic brands La Roche- Posay, Vichy, CeraVe, SkinCeuticals, are recommended by dermatologists and health-care professionals worldwide. The division has maintained a double-digit growth worldwide for the last 5 years.