The Estée Lauder Companies CRM Strategy & Retention Manager Clinique+ Lab Series - 12 months Fixed T in London

In 1968, a savvy beauty editor asked a leading dermatologist "Can great skin be created?" Clinique was born. Clinique's mission has always been to provide the safest, most effective formulas in simple routines that bring remarkable results. A custom-fit philosophy extends to Clinique Colour, which opens all skin types and tones to the joy of possibilities. Proudly allergy-tested and 100% fragrance-free, Clinique's skin care authority is truly global. Clinique is always different. And always will be.

This role will lead and execute a best-in-class CRM and loyalty strategies, that enhance customer engagement, retention, and long-term value to the brand, while delivering on business-critical consumer KPIs. The ideal candidate will have extensive experience in CRM, campaign management, data management, and analysis, with strong communication skills to work with various stakeholders.

Strategic Responsibilities

• Ownership, planning, execution, and evolution of the CRM strategy.
• Continue to develop and manage bespoke Lifecycle Programme for a cross segment, always on repeat and retention strategy.
• Lead and oversee the end-to-end execution of CRM campaigns from campaign, audience and creative planning, to testing, QA, activation and post-campaign reporting.
• Conceive and create campaigns that are locally relevant and capitalise on key consumer insights and trends.
• Determine the Loyalty Strategy for the brand, taking into consideration regional relevancy, capabilities, different consumer profiles and align with the Promotional Program of each retailer.
• 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.
• Ownership of consumer data and insights, identifying trends, channel performance, and providing regular insights to guide the brand strategy.

Operational Responsibilities

• Regular reporting and insights on the performance of campaigns to ensure strong engagement and ROI, with clear takeaways for future planning.
• Work with Corporate centre of excellence CRM teams to develop local insight using consumer data.
• Develop and regularly measure against consumer KPIs such as recruitment, retention, and repeat rate.
• Produce analysis of campaigns to analyse success/ROI and communicate results and findings to optimise future campaigns.
• Ensure the quality and integrity of data is maintained and is at the heart of the strategy.
• Ensure all retail locations are fully equipped to capture customer data (D2C).

Collaborative Responsibilities

• Build and nurture relationships with key retail partners to ensure a strong partnership marketing plan in line with the wider brand strategy.
• Work closely with various stakeholders to ensure alignment and effective execution of CRM strategies.
• Ownership and management of the CRM budget working with the Marketing Director to ensure alignment to overall Marketing budget.
• Lead and develop direct report and broader team members through skills and knowledge sharing.
• Build close relationships with Corporate centre of excellence CRM and consumer data colleagues to ensure there are synergies across all project roadmaps.

Qualifications

• Strong CRM expertise and knowledge of consumer loyalty.
• Multiple years of experience driving and implementing successful and innovative CRM strategies.
• Ability to design and deliver commercially beneficial retention / loyalty strategies.
• Strong knowledge and experience of building emails, development and management.
• Expert-level skills in Excel and PowerPoint.
• Strong analytical skills with the ability to make recommendations and generate insights for the brand on both CRM campaigns and consumer behaviour.
• Excellent understanding and experience of brand identity, tone of voice, and how to communicate with the consumer.
• Challenger mindset and innovation driver.
• Driven by analytical skills, consumer insights, and data.
• Process-oriented to manage workload and all available internal/external resources.
• Creative and enjoys working in a fast-paced environment.
• Excellent organisational and project management skills with high attention to detail.
• Understanding of and passion for the luxury and beauty industries.

Compensation Data

• Hybrid Working (2 days WFH, 3 days office based).
• 25 Days Annual Leave.