London, England, UK
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The Estée Lauder Companies - CRM And Loyalty Manager

Country : United Kingdom United Kingdom

Region : London

County : Greater London

Town : London

Category : Sales

Contract type : Permanent

Availability : Full time

Job description

Position Summary We are seeking an experienced CRM and loyalty marketing manager with a broad understanding of omni-channel consumer data. The role will involve designing strategies to improve customer retention, drive customer acquisition and manage the omni-channel CRM KPIs of the business. The role involves a lot of cross-functional collaboration with our Online and Retail teams as well as working with our global brand CRM team and leveraging opportunity for CRM with retail partners. The role will provide strategic direction through insightful analysis and recommendations of the omni customer to drive informed omni-business decisions to deliver against brand objectives. Key Roles & Responsibilities CRM Strategic Planning Planning and execution of the digital marketing strategy, incorporating International and retailer email, digital and social platforms in line with the overall UK marketing & consumer engagement plan Leads the development and management of the brand's CRM and e-CRM strategy and calendar, in accordance with the brand's priorities and marketing plan, to the agreed ROI and customer metrics targets and, as appropriate, in partnership with retail partners. Manage the development and deployment of all CRM initiatives to drive personalised, engaging guest experiences. Manage the ideation, development and implementation of GRM (Guest Relationship Management) strategy to maximise customer engagement, retention and revenue. Data Analysis and Consumer Insights As the brand champion for Consumer Insights, this role will need to be confident with big data to understand the consumer and will be tasked with overseeing core KPI's such as prospect conversion, retention, repeat purchase and drivers of loyalty. Leverage data sources to generate actionable insights to improve consumer metrics and drive market share, as well as communicating insights to the wider brand Drive the brand's capture rate both in-store and online Own and disseminate key insights and recommendations from all data touchpoints available to the brand: Brand data, Google Analytics, Partner data resources such as Boots IRI as well as market indicators that will help drive business decisions Relationship Management and Budget Manages relationships with external suppliers to ensure all CRM & digital marketing campaigns are executed in time, within budget and following UK legal requirements Manage CRM budget and Monitor revenue Q


Knowledge, Skills & Experience CRM knowledge Strong in-house CRM experience with proven success in researching and delivering programmes and implementing effective direct marketing communication. Experience implementing email strategies, planning campaigns, set up, testing, execution, reporting and optimisation. Have direct experience in working with key consumer metrics; retention, frequency & spend & be able to show how they have positively impacted these during their career. Be highly fluent in CRM & digital analytics & able to synthesize all manner of reports for use within the brand, making recommendations to both improve performance & guide future strategy. IT and data Skills Advanced skills in MS Excel (Pivot Tables, VLookup, etc.) Experienced performing analytics, segmentation, and data mining using SQL, SAS or similar package Understanding segmentation and profiling of guest databases to create targeted campaigns which are constantly monitored and adapted as required to drive brand engagement, loyalty, revenue and retention. Familiarity with related data analysis techniques. Have a proven track record working with a variety of CRM programmes which targets new, existing and loyal customers. General Experience Thrive in a fast paced environment, able to juggle multiple projects and work to tight deadlines whilst maintaining a superb eye for detail. Comfortable with public speaking and presenting A people person capable of aligning and engaging others in the vision of CRM marketing, comfortable running training sessions around new technology & processes. Have experience managing a budget, ensuring expenditure is monitored, recorded and kept within budget
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