Tom Ford Beauty| CRM Specialist

Brand: Estée Lauder Companies

Description

POSITION SUMMARY

The CRM Retention team is an innovative and transformative team that is driving the growth and adoption of CRM best practices across Tom Ford Beauty, Le Labo, By Killian and Frederic Malle within the UK&I region. As we look for opportunities to drive profitable growth, CRM and Retention Marketing will play an increasingly important role in executing a strategy that drives incremental value from Loyal Consumers that exist within our Brands.

The role is responsible for executing the omni-channel CRM strategy across Email, SMS, DM, Web Push and integrated channels for the Brands. It will act as a key facilitator between the Brand Marketing and Online Teams to gather and interpret the overarching Brand Consumer strategy, and translate into specific actions and execution. As well as being responsible to ensuring executional excellence, this role will be responsible for reporting back on key deliveries of individual activations to both the short and long term goals of the Brand.

Role Responsibilities

• Be the “CRM Champion” for the Tom Ford Beauty, Le Labo, By Killian and Frederic Malle. Ensuring that CRM is put at the heart of decision making across Marketing, Online and Sales

• Define, drive and deliver strategic CRM projects and ESP platform roadmap for the Brand, managing execution through the CRM team and working closely with Brand Marketing Team

• Be responsible for the measurement and plan to improve key CRM Metrics such as Repeat Rate, Retention Rate, Frequency and Capture Rate, as well as short term campaign metrics

• Constantly evolve campaigns based on test and learn strategies, performance indicators and audience insight to ensure we're getting the most out of our campaign activity and databases at every opportunity.

• Optimise current automated, triggered communication, analyse and report on performance to develop action plans to help drive scale and efficiency

• Report on channel and campaign effectiveness for all in flight and new campaign builds against KPIs

• Work closely with internal stakeholders and third parties to resolve any technical / service queries related to campaign builds

WHAT THIS ROLE DOES

CRM strategy

Translating Customer Strategy and CRM brief into CRM channel specific strategies (i.e. campaign objectives, audience, channel mix and messaging strategies)

Consumer/Audience Strategy

Design and build of omni-channel BAU & Trigger campaigns in Braze, translating the CRM strategy into audience selection criteria and trigger journey design using lifecycle, behavioral and transactional signals to deliver targeted, relevant 1:1 programs driving acquisition, retention and loyalty outcomes

Content Build

Translating design brief and copy assets into & HTML email templates. Aligning messaging and creative to overarching Brand local/global guidelines

Campaign & CRM Reporting

Define Campaign specific KPIs, own reporting on those KPIs and optimization of campaign performance against KPIs.

Qualifications

WHAT YOU WILL NEED TO BE SUCCESFUL IN THIS ROLE

• Strong experience in executing consumer focused CRM and loyalty campaigns

• A proven track record of developing and implementing multichannel CRM strategies and programs E2E in high-growth online businesses

• Experience of data driven marketing techniques, personalization, segmentation and targeting strategies

• Experience of working to KPI's and CRM metrics

• Able to prioritise effectively and work to strict deadlines

• Experience with Omni-Channel audience strategy and trigger campaign build

• Strong Stakeholder Management skillset

• A couple of years marketing/CRM experience, including email marketing across the lifecycle (acquire, keep and grow)

Desired Experience :

• Experience of retail or luxury brand marketing

• Experience of utilizing large-scale ESP (e.g Braze, IBM, Adobe)

• Working understanding of HTML build and email production

COMPENSATION AND BENEFITS

• Hybrid Working (2 days WFH, 3 days office based)

• Generous Bonus Opportunity that usually performs ahead of target

• 25 Days Annual Leave (exc. Bank Holidays) that increases with length of service up to 29 days.

• 1 additional day of Annual Leave to celebrate your birthday

• Holiday Purchase scheme that enables you to get five additional days

• Summer Fridays for five months of the year

• Market leading Family Leave provisions

• Generous Staff Discount & Credit

• Benefits platform with exclusive discounts and offers

• Mental Health Wellbeing Provisions (Unmind App and Employee Assistant Programme)

Job: Marketing

Primary Location: Europe, Middle East, Africa-GB-ENG-London

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Job Number: 245568

Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.