A Day in the Life

We are looking for an experienced DDX Manager to lead and elevate our customer engagement and loyalty strategies across B2B and B2C channels. In this role, you will define the overarching CRM and lifecycle journey roadmaps, orchestrate key loyalty programs (including Kérastase and B2B), and drive our first-party (1P) data acquisition strategy for PPD ANZ. You will manage two direct reports, partner closely with brand, commercial, and CDMO teams, and leverage data-driven insights to maximize the commercial contribution of our eBoutique and professional salon communications.

Your key responsibilities are grouped into the following areas:

• Strategy & Lifecycle Management:

• Define the overarching CRM strategy, audience targeting, and segmentation roadmaps for B2B, D2C, and B2C channels, setting divisional KPIs across the full funnel (Acquisition, Retention, Reactivation, and CLTV).
• Design and define trigger-based and lifecycle journey roadmaps for B2B and D2C customers, driving strategy and activation for theKérastaseLoyalty program and B2B loyalty initiatives.

• Data & Operational Integrity:

• Lead the 1P data acquisition strategy tomaintaina robust, compliant, and hygienic database while guaranteeing total database hygiene, data privacy, and local regulatory compliance.
• Partner with the CDMO to ensure a best-in-class digital ecosystem, managing external CRM agencies and vendors to deliver projects on time and within budget.

• Commercial Contribution & Execution:

• Maximize CRM's commercial impact on theKérastaseeBoutiqueand define B2B communication strategies & cadence to strengthen relationships with salon partners.
• Ensure flawless execution and performance of all CRM campaigns and technical maintenance projects, continuouslyoptimizingthe customer experience through deep-dive analysis of interaction data.

• People Development & Capability Building:

• Directly manage, develop, and mentor two direct reports (CRM specialists/executives) to ensure professional growth and high-quality DDX operations delivery.
• Upskill brand teams on CRM best practices, user journey design, and digital tools.

We Are Looking For

You are a strategic, data-driven CRM leader who excels at translating database insights into commercial growth while mentoring a high-performing team.

• CRM Platform & Analytics (specifically Salesforce Marketing Cloud)
• Data Analytics (specifically Google Analytics)
• Digital Project Management
• Digital Transformation Management
• Business Intelligence Analytics
  

Your Qualifications:

• Proven experience in CRM management covering both B2B and B2C environments.
• Hands-on experience with Salesforce Marketing Cloud (SFMC).
• Proficiencyin Google Analytics for data analysis and performance tracking.
• Demonstrated ability to lead, mentor, and grow a high-performing team.
• Strong stakeholder management skills with experience collaborating across commercial, brand, and digital functions.

What’s In It For You

• A place for you to leave your comfort zone and grow beyond your potential (here,you’llbe encouraged to try new things and take risks!)
• Real responsibility from day 1,there’sno sitting on the sidelines at L’Oréal
• An environment where people of every ethnicity, social background, age, religion,genderand sexual orientation as well as people with disabilities are accepted, can speak up, willthriveand are celebrated!
• A place where you can contribute to something bigger! Many of our brands have societal /environmental causes to make concrete difference

Who We Are

L’Oréal is present in 150 markets on five continents. For more than a century, L’Oréal has devoted itself solely to ‘Create beauty that moves the world’; it is now the industry world leader with €42 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet.