CRM Manager

**Description**:
Do you want to join one of the world's most famous beauty brands and become part of a passionate team that drives innovation and a digital first approach? This role will lead and execute a best-in-class CRM strategy, helping to develop customer relationships to ensure long-term loyalty and value to the brand, delivering on business-critical Consumer KPI's.

KEY ROLES & RESPONSIBILITIES:
CRM STRATEGY & EXECUTION
- Ownership, planning, execution, and evolution of the CRM strategy for Clinique and Lab Series
- Ownership of CRM strategy for key retail partners, working to ensure a strong partnership marketing plan in line with the wider brand strategy
- Lead the CRM team to conceive and create campaigns that are locally relevant and capitalising on key consumer insights and trends
- Management and development of bespoke lifecycle programmes
- Regular reporting and insights on performance of campaigns to ensure strong engagement and ROI with the definition of clear takeaways for next level of planning
- Initiate a test and learn strategy to optimise the customer journey and increase response and conversion rates
- Ensure that the CRM strategy evolves to stay competitive and relevant in an ever-changing landscape

CONSUMER INSIGHTS AND INTELLIGENCE
- Ownership of consumer data and insight, identifying trends, channel performance and providing regular insights to guide the brand strategy
- Lead, develop and support the Consumer Insight & Data Analyst
- Development and regular measurement against Consumer KPI's such as Recruitment, Retention and Repeat Rate
- Understand, develop and utilise 2nd (e.g. Boots IRI) and 3rd (e.g. Experian) party data sources to provide richer consumer insights
- Produce analysis of campaigns to analyse success/ROI. Summarise and communicate results and findings to optimise future campaigns
- Display strong data mining skills to accurately extract consumer data from our CRM System
- Strong communication skills to display and explain findings and recommendations to wider business

DATA QUALITY AND INTEGRITY MANAGEMENT
- Ensure that quality and integrity of data is maintained and is at the heart of the strategy
- Have a deep understanding of all data collection points, data flows and data aggregation ensuring a seamless process
- Seek out and develop new consumer data sources to enrich our understanding of the Clinique consumer
- Ensure all retail locations are fully equipped to capture customer data (D2C)
- Ambassador for data capture within the brand

BUDGET MANAGEMENT
- Ownership and management of CRM budget including samples

TEAM MANAGEMENT
- Management of 3 direct reports

**Qualifications**:

- Strong CRM expertise and knowledge of both CRM communication and consumer data and intelligence
- Multiple years' experience of driving and implementing successful & innovative CRM strategies
- Expert-level skills in Excel and Powerpoint
- Expertise of Braze or other reputable ESP's is advantageous
- Excellent understanding & experience of brand identity, tone of voice and how to communicate with the consumer

CAPABILITIES
- Challenger mind-set and innovation driver
- Driven by analytical skills, consumer insights and data
- Versatile and able to work under pressure to deliver multiple projects to a high quality
- High attention to detail
- Process Oriented to manage workload and all available internal/external resources
- Creative and enjoys working in fast-paced environment
- Excellent organizational, interpersonal, and project management skills
- Excellent presentation skills
- Understanding of and passion for the luxury and beauty industries