Full - Time

Duties & Responsibilities


  • Internal:
  • Create close synergy between internal teams and the agency
  • Follow up with all brands to run monthly CRM campaigns (SMS/ emails) and work closely with them to ensure the CRM works effectively for all aspects of the brand/division
  • Organize internal sessions on CRM opportunities
  • Has a broad visions of the CRM potentialities and foster cross brands, categories and divisions opportunities
  • Customer journey mapping – analyze touch points with the brands and maximize commercial opportunities
  • Work closely with IT globally and internally to ensure Tech flows are safe and GDPR compliant
  • External:
  • Work closely with the agency to ensure the percentage of L’Oreal database is active
  • Ensure that the agency delivers/enhances monthly reporting and data cleaning
  • Ensure the database is segmented effectively for targeted marketing activities in respect to local behaviors
  • KPIs:
  • Track closely the CRM global cookbook progress and follow the recommended guidelines
  • Increase engaged active users to 50% as per the group’s guidelines and KPIs
  • Responsible to increase the L’Oreal database size by 20%
  • Start implementing fishing rules to increase the footprint across the different brands and categories
  • Manage and monitor data acquisition strategy in lie with the group recommendation
  • Analyze and overlooks the reporting provided by the agency to ensure ROI excellency
  • Services:
  • Be responsible of the services roadmap to communicate to the divisions
  • Ensure brands implement services on their platforms according to the timelines and global directions
  • Overlook the time spent on the different tools and optimize constantly
  • Create a strategy linking media/advocacy campaigns to AI tools to drive more traffic
  • Track performance of services on DOMO
  • Ensure 25% of the overall traffic of the website also engaged with the AI tools
  • Other:
  • Establish and maintain relationships with key stakeholders inside the company (digital, CMO , marketing, communication, Legal and IT), digital ecosystem and agency partners
  • Maintain understanding of the latest digital opportunity and trends in consumer interaction and inspire the divisions with those possibilities

Knowledge & Experience

Essential experience : CRM and Services

Preferred experience :

·       5 to 7 years experience

·       External experience in an agency or Digital manager of a brand

·       Knowledge of CRM tools

·       Knowledge of main Digital KPIS

·       Knowledge of services usage 

Skills & Abilities

  • Perfect understanding of local Consumer behaviors and local external providers
  • Familiar with relational database concepts
  • Ability to translate consumers data and behaviors into business opportunities
  • Translate figures into directions for strategic decisions
  • Strong experience and track record in CRM campaigns
  • Understand CRM KPIs and tools
  • Translate sense of purpose of the brand into call to action messages
  • Strong background in customer acquisition, re-engagement and retention strategies
  • Master media mechanism
  • Knowledge about AI services and latest trends
  • Understanding and passion for digital landscape, trends, tools & technology innovation
  • Ability to act as a corporate ambassador internally to drive change within the different divisions
  • Ability to foster deep collaborative relationship with agencies and peers
  • Strong project management knowledge and ability to handle multiple projects simultaneously
  • Solid analytical skills and detailed-oriented
  • Pro-active, entrepreneurial individual with a constant drive for results