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CRM Director, Global

Country : United Kingdom United Kingdom

Region : London

County : Greater London

Town : London

Category : Sales

Contract type : Permanent

Availability : Full time

Company presentation

Aesop has carefully cultivated a work environment in which our employees are constantly challenged to do their best. Our company is determinedly creative, intelligent and progressive, and nurtures these qualities by employing people who share our passionate interest in design, innovation, and incisive enquiry across all fields.

Our organisational culture is entirely unique, distinguished by an uncommon blend of courtesy, cordiality and intellectual energy. We seek those who can bring a wealth of life experience and inspired ideas to our table.

In return, we provide comprehensive induction and training programmes, and encourage an inclusive culture that nurtures enduring professional relationships. We also appreciate the benefits that flow from our employees' external pursuits.

We raise our bar high at Aesop and never lower it; this is one of the keys to our success and one of the many reasons why people wish to work here. If you would like to join Aesop, we invite you to peruse our current career opportunities.

Job description

Key responsibilities of the role include, but are not limited to -

Strategy

  • Develops and owns the global CRM strategy.
  • Implements customer experience, strategic projects, and input into digital and technology platform strategy and development.
  • Delivers regionally appropriate CRM strategies aligned to a global strategy, with a high priority on the growing Asian markets.
Customer

  • Leads the optimization of the CRM plan to deliver the best customer experience and drive engagement.
  • Owns the CRM consumer journey, managing the Aesop customer experience, to drive increased customer conversion, satisfaction & loyalty/retention.
  • Understands and interprets the customer perceptions and positioning of the Aesop brand through market data and competitive intelligence to ensure continued connection with core customer.
  • Keeping up to date with CRM innovation to continually improve customer engagement.
Insight

  • Collects & understands all data relating to customer interactions and brings insights together to build an accurate view of the customer experience globally and regionally.
  • Devises, executes and manages global customer and data led CRM & Automation programmes to drive best practice and industry leading results across all markets.
  • Structures retention/re-engagements campaigns, lead sourcing models and data/audience segmentation.
  • Works in collaboration with the Global Data team to grow the levels of insight and visibility of performance across business from channel.
Regional/Operational

  • Identifies challenges and opportunities across the Aesop customer framework and is able to develop strategies and communications to meet the requirements.
  • Collaborates and provides leadership to the region to arrange customer experience approach based on global and regional goals and priorities.
  • Continual optimisation of all customer management practices, working closely with the regional General Managers and Commercial Managers.
  • Extrapolates insights from local markets and aligns advice against region & market annual priorities.
  • Communicates insight meaning and actions required at market level for each country.
  • Monitors metrics, communicates and provides regional view and advice to regions for implementation.
Key responsibilities of the role include, but are not limited to -

Strategy

  • Develops and owns the global CRM strategy.
  • Implements customer experience, strategic projects, and input into digital and technology platform strategy and development.
  • Delivers regionally appropriate CRM strategies aligned to a global strategy, with a high priority on the growing Asian markets.
Customer

  • Leads the optimization of the CRM plan to deliver the best customer experience and drive engagement.
  • Owns the CRM consumer journey, managing the Aesop customer experience, to drive increased customer conversion, satisfaction & loyalty/retention.
  • Understands and interprets the customer perceptions and positioning of the Aesop brand through market data and competitive intelligence to ensure continued connection with core customer.
  • Keeping up to date with CRM innovation to continually improve customer engagement.
Insight

  • Collects & understands all data relating to customer interactions and brings insights together to build an accurate view of the customer experience globally and regionally.
  • Devises, executes and manages global customer and data led CRM & Automation programmes to drive best practice and industry leading results across all markets.
  • Structures retention/re-engagements campaigns, lead sourcing models and data/audience segmentation.
  • Works in collaboration with the Global Data team to grow the levels of insight and visibility of performance across business from channel.
Regional/Operational

  • Identifies challenges and opportunities across the Aesop customer framework and is able to develop strategies and communications to meet the requirements.
  • Collaborates and provides leadership to the region to arrange customer experience approach based on global and regional goals and priorities.
  • Continual optimisation of all customer management practices, working closely with the regional General Managers and Commercial Managers.
  • Extrapolates insights from local markets and aligns advice against region & market annual priorities.
  • Communicates insight meaning and actions required at market level for each country.
  • Monitors metrics, communicates and provides regional view and advice to regions for implementation.

Profile

Who we are looking for -
  • International/global experience, working in the premium luxury brands market with a proven track record of building the CRM function

  • Experience of CRM and Digital activities in Asia would be an advantage

  • Omnichannel/customer focus and mindset

  • Strong CRM, ICX, retail/customer experience

  • Strong commercial awareness with in-depth experience in operational CRM

  • You will be comfortable working both operationally and strategically, motivated by the opportunity to build the foundations to bring a world class engagement, retention and loyalty strategy to life

  • Experience with developing and motivating successful team

  • Strong analytical skills with good attention to detail and an ability to use data to drive decision making

  • Experience of working with key customer engagement platforms such as Salesforce Marketing Cloud, Selligent etc.

  • Ability to influence a variety of stakeholders and driving the strategy through a partnership/collaborative approach with a track record to build strong cross-functional relationships


Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation. We actively encourage everyone to consider becoming a part of our journey.
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