A well known beauty brand is looking for a CRM and E-Commerce Manager to support the brand’s ambitious global growth goals. Reporting into the Executive Director of Global Digital Marketing, you’ll manage the strategy and development of global CRM campaigns as well as the evolution of our website and mobile app roll out.
Leveraging your insights and analytical skills, you’ll uncover opportunities within the data we collect to craft CRM programs that amplify new customer acquisition tactics and maximize consumer lifecycle value. You’ll also manage the global dot com and mobile app roadmap in partnership with the US region and International partners to improve the user experience and overall performance metrics while bringing the brand and products to life.
The role also includes strong relationship management with local markets to ensure best-in-class implementation of the programs we create.
Primary Duties & Responsibilities:
• Global CRM Strategy & Campaign Development
o Craft global CRM goals for customer acquisition, retention and maximizing customer lifetime value
o Collect and analyze consumer data, managing global CRM reporting and dashboards.
o Lead the direct communication (e-mail) strategy globally crafting both always on and launch specific campaigns easily adaptable for local market implementation
o Identify and craft scalable global customer lifecycle programs for local market implementation
o Assist local market teams with developing new country-specific tactics and campaigns to assist meeting CRM KPIs
o Develop and manage a global customer loyalty program
• Global Platform Strategy & Content Development
o Craft the mobile-first focus website and app roadmap with new technology implementation and new feature development
o Deliver site launch packages to all markets for all new products including product detail pages and landing page strategy to match to the marketing strategy
o Focus on opportunities to maximize data collection and personalization across the suite of platforms
o Optimize tools and insight platform toolkit to stay abreast of new technologies and opportunities to learn from our customers
• Global Digital Strategy Stewardship
o Coach local markets on CRM and ecommerce best-practices from within the brand, competitive brands and outside of the industry
o Deliver clear, actionable implementation toolkits for local markets to easily launch new digital initiatives that support new customer acquisition and improvement to customer lifecycle value
o Monitor results through monthly dashboards to share with leadership, showing campaign / market performance, as well as market compliance
Working Relationships/Key Stakeholders:
• US Ecommerce Director
• US CRM Manager
• Global Marketing team
• Regional & Market Specific E-Commerce Managers
• Global Social Media & Campaign Managers
• Creative Team
• Global platform development & CRM program and content budget
Qualifications & Competencies:
• 4-5 years of experience in digital marketing role with website management & email communication responsibilities
• Experience in digital analytics tools and dashboarding
• Data junkie with interest or background in beauty strongly desired
• Strong knowledge and understanding of the consumer decision making and purchase journey