CRM Manager, Luxury

L'Oreal Middle East


Ref: RP957-581

Job description / Role

Employment: Full Time

The world leader in cosmetics, L'Oréal is present in 150 countries on five continents. Our 35 international brands have allowed us to devote ourselves solely to one business: beauty, with a mission to provide the best in cosmetics innovation to all women and men globally. Our ambition is to win over another one billion consumers around the world by inventing the cosmetic products that meet the infinite diversity of their needs and desires through continued digital innovation. L'Oréal supports diversity and sustainable, ethical sourcing for all our products, and we have reduced our emissions by approx. 78% since 2005.

The DNA of L'Oréal is Innovation and we are driven by a real passion for the future. Our Research and Innovation Centres in India are the sixth innovation hub for L'Oréal worldwide to fuel local market innovations.

The distance between beauty and tech is closing rapidly, and we are determined to be pioneers in this new beauty tech world. New digital technologies and services are making the world of beauty move faster than ever before. Data and artificial intelligence are opening new horizons for personalization and customization. By incorporating digital into everything that we do, we are creating a better relationship with our consumers.

When beauty and tech collide, the impossible can happen!

In our journey, we are looking for talented individuals who can lead us on this mission.

Would you like to be a part of the adventure?

• To support our business acceleration and obsession for consumer acquisition, L'Oreal Luxe India team recruits a CRM Manager , attached to the CDO.
• We are seeking a senior CRM manager to join L'Oreal Luxe with experience in data collection and data-driven activation to grow consumer lifetime value, in a multi-brand and multi-channel environment.
• This person will be responsible for successfully driving L'Oreal Luxe CRM agenda, and will take various responsibilities:
• Contribute to brand profitable growth by designing and implementing local CRM solutions to engage, recruit and retain consumers by leveraging insights and data.

• Plan and deliver local CRM strategies across the brand encouraging customer acquisition and customer loyalty, Customer Journey Mapping - analyze touch points with the Brand and maximize commercial opportunities, Partner and collaborate with cross-functional teams, including acquisition, analytics, eCommerce/merchandising, technology, creative, and sales

MANAGE the CRM Platform
• Implement and optimize the CRM platform use, ensue it works seamlessly across the organization and captures all required information at key points in the customer life cycle
• Work closely with all departments to ensure the CRM works effectively for all aspects of the brand/division Manage and monitor data acquisition strategy in line with Group recommendation Ensure the database is segmented effectively for targeted marketing activities in respect to local behaviors
• Execute local CRM Programs Create local CRM programs to engage consumer in line with local specifics
• Has a broad vision of CRM potentialities and foster cross brands, categories or divisions opportunities Maximize efficiency & costs: migrating when necessary to lower cost mediums Enhance local business opportunities through external partnerships
• Business expert, in collaboration with Brands and GMs, Marketing & Retail teams, to define & implement CRM programs renovation driving incremental revenues, from data acquisition programs to loyalty & reactivation programs
• Business analyst , in collaboration with Data team, to provide insights, recommend and get alignment for business actions by the markets & brands
• CRM community lead , to upskill teams on latest frameworks and best practices, while driving the change of mindset towards consumer lifetime value action plans.
• Country lead to partner with regional CRM agencies to define and assess monthly marketing services execution & performance, and also ensure the successful delivery of new projects
• Contributor for e-commerce & digital marketing taskforces to capture data across all sales touchpoints and maximize the usage of our 1st party data in digital media
• Contributor for retail O+O projects to capture rich data , integrate new services across touchpoints, drive CRM vendors to deliver new clienteling or conversational commerce use cases


YOU'RE THE PERFECT MATCH IF You have at least 4-6 years' experience in CRM, including business activation from CRM programs design to rollout, data governance from collection & insights to action planning, and complex project management involving multiple tech and stakeholders. You have a proven track record of sales uplift and consumer lifetime value growth.

Furthermore, you:

• Have strong written, verbal & presentation skills in English
• Have worked in an international environment across South Asia
• Have successfully led CRM agencies based on performance KPIs
• Have strong project management skills related to O+O, E-commerce
• Have a leapfrog mindset, optimizing investments and resources to win on selected projects
• Have convincing skills to present recommendations and make them implemented
• Have strong collaboration skills to successfully work with IT teams, Markets and Brands WHAT WE OFFER #grow - at L'Oréal, growing comes from being in constant motion. We grow with others, by exploring and by reaching out for more. Together, we try, succeed and sometimes fail. We bring together unique personalities full of potential to become outstanding mentors; we give them transformational trainings and learning opportunities that make them unleash the best in themselves.

L'Oréal is committed to building a diverse environment and is proud to be an equal opportunity employer. L'Oréal closely prohibits discrimination against any employee or applicant for employment because of the individual's race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability or any other characteristic protected by law.

About the Company

For more than a century, we have devoted our energy and our competencies solely to one business: beauty. We have chosen to offer our expertise in the service of women and men worldwide, meeting the infinite diversity of their beauty desires. We are committed to fulfilling this mission ethically and responsibly.

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