At a Glance
- Tasks: Lead innovative CRM strategies and deliver engaging customer experiences across multiple channels.
- Company: Join a leading beauty brand known for its commitment to innovation and customer loyalty.
- Benefits: Enjoy flexible working, generous leave, bonuses, and exclusive staff discounts.
- Other info: Opportunity for career growth and professional development in a supportive environment.
- Why this job: Make a real impact in a dynamic team while shaping customer interactions in the beauty industry.
- Qualifications: 5+ years in CRM marketing with strong project management and stakeholder skills.
The predicted salary is between 50000 - 65000 £ per year.
The Enterprise Marketing CRM team is an innovative and transformative team whose role focuses on the adoption and evolution of the Estée Lauder Companies CRM platform and capabilities across our UK&I Region. The tools and skills we develop provide our teams with the ability to drive insight-driven decisions to help deliver best-in-class customer interactions and experiences.
Key Responsibilities
- Responsible for creation and delivery of our Enterprise-wide CRM Operations strategy – including content build, campaign deployment, data integrity and platform modernization for 15 Brands across the ELC portfolio.
- Work in partnership with brands and wider business to deliver best-in-class CRM activations across end-to-end process – audience selection, content design, campaign build & QA, deployment and reporting.
- Lead on the Region’s multi-channel/omni-channel initiative, ensuring execution across Email, SMS, Direct Mail and Push, driving Consumers both in-store and online.
- Lead and develop the regional support network ensuring we have the right internal resources and external contractors to enable the brand teams to execute CRM campaigns throughout the year.
- Lead and evolve our Trigger Programme strategy, ensuring we are interfacing across all touchpoints across the Consumer journey with relevant and timely automated Communication.
- Own region-wide distribution of best practices and embed insights to further develop CRM strategy to inform campaign generation and existing campaign enhancement.
- Constantly evolve campaigns based on robust test-and-learn strategy focusing on core principles such as Segmentation, Personalization, Channel selection and Communication timing.
- Own and nurture relationships with key Technology Partners (Braze, Moveable Ink, Taxi), working in tandem to build Joint Business Plans and Technology Roadmaps.
- Regular communication with key Global Stakeholders, ensuring UK&I priorities are communicated and implemented into capability and technology roadmaps.
- Be at the forefront of Industry-wide advancements, translating best practices into our own strategy and workflow.
- Play a role as a Coach in the upskilling and development of key CRM capabilities and skills across the wider organization.
- Act as a key collaborator with internal IT/Tech teams to ensure the maintenance of existing data workflows, identifying and resolving queries within campaigns or changes required as per business priorities.
- Work closely with the analytics team on measuring cross-channel effectiveness and impact of campaign activity on consumer and business KPIs.
- Responsible for the management and development of 1 x Direct Report, as well as oversee the workload of a number of External Contractors.
What You Will Need To Be Successful In This Role
- Strong experience in managing consumer-focused CRM and loyalty campaigns.
- Strong experience translating business requirements or objectives into a CRM strategy, CRM program design and audience segmentation and targeting strategy.
- A proven track record of developing and implementing multichannel CRM strategies and programs E2E in high-growth online businesses.
- Experienced user of customer selection tools (e.g. Braze, IBM, Adobe).
- Experience of data-driven marketing techniques, personalization, segmentation and targeting strategies.
- Experience of working to KPI's and CRM metrics.
- Able to give clarity, direction as well as problem solve.
- Able to prioritise effectively and work to strict deadlines.
- Good project management and negotiation skills.
- Experience with Omni-Channel audience strategy and trigger campaign build.
- Strong Stakeholder Management skillset.
- Excellent understanding of Data model, data dictionary and system architecture.
- 5+ years data marketing/CRM experience, including email marketing across the lifecycle (acquire, keep and grow).
Compensation & Benefits
- 1 day working from home.
- 25 Days Annual Leave (exc. Bank Holidays).
- 1 day Annual Leave to celebrate your birthday.
- Holiday Purchase opportunity.
- Bonus Opportunity.
- Car allowance.
- Equity.
- Ability to work Remotely/Abroad up to 18 days per calendar year.
- Summer Fridays.
- Generous Staff Discount.
- Mental Health Wellbeing Initiatives.
- Benefits platform with exclusive discounts and offers.
- Employee resource groups.
- LinkedIn learning.
Customer Loyalty Marketing Manager employer: Estee Lauder Companies
At Estée Lauder Companies, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. As a Customer Loyalty Marketing Manager, you will thrive in a dynamic environment that prioritises employee growth through comprehensive training and development opportunities, alongside a generous benefits package including flexible working arrangements and wellness initiatives. Join us in our UK&I region to be part of a forward-thinking team that values creativity and empowers you to make a meaningful impact across our diverse portfolio of brands.
We think you need these skills to ace Customer Loyalty Marketing Manager
CRM Strategy Development
Campaign Management
Audience Segmentation
Personalisation Techniques
Data-Driven Marketing
Omni-Channel Marketing
Stakeholder Management
