Position Title: Director, Integrated Digital Medical Communications CRM, L'Oréal Dermatological Beauty

Location: New York City, New York

Division: L’Oréal Dermatological Beauty

Reports to: Vice President, Medical Communications

Who We Are: 

At the heart of our company lies a dedication to innovation and progress. In all markets where we operate, we're committed to fostering excellence, empowering talented individuals, and leading the way in various industries.

Join L'Oréal: As the world's #1 beauty company, with a presence in over 150 markets, we are embarking on a transformative journey that embraces sustainability, digital innovation, and societal progress. We are dedicated to shaping the future of beauty by harnessing the power of technology, data, and science to tackle global challenges while staying true to our social and environmental commitments.

We're proud to have earned recognition as industry leaders in:

• Most Innovative Companies - Fast Company, 2023
• Top 5 - Most Attractive Companies Worldwide Among Business Students - Universum, 2023
• Top 25 World's Best Companies - TIME, 2023 
• Top Companies for Executive Women - Seamount, 2023
• Best Place to Work for Disability Inclusion - Disability Equal Index, 2023

With 86,000 dedicated employees spread across 150 countries, L'Oréal leads the global beauty industry and pioneers’ beauty technology. Our portfolio comprises 36 international brands grouped into four divisions. For over a century, we've been committed to making beauty accessible to all, and our goal is to reach another billion consumers worldwide through innovation.

Now, it's your moment to shine. If you are experienced, embrace challenges, value continuous learning, and want to create a positive impact, we invite you to join our diverse teams. Whether you're an industry veteran or a seasoned professional, we are always on the lookout for exceptional talents to contribute to our mission.

In the L'Oréal Dermatological Beauty Division, we change people's lives by creating the ‘beauty of health’ with our iconic brands (La Roche- Posay, Vichy, CeraVe, SkinCeuticals, skinbetter science). With the most prescribed brands by dermatologists and other specialists, our division is maintaining a double-digit growth worldwide for the last 5 years which is fueled by +7.5k employees around the world.

The Director, Integrated Digital Medical Communications CRM will act as an agent of change in L’Oréal Dermatological Beauty’s digital acceleration, serving as an expert in their field, and a key partner to multiple teams across the division. This position sits at the intersection of B2B Marketing, website management and customer acquisition. They will establish processes, KPIs, and educate the organization on key online omnichannel efforts. At a strategic level, the purpose of this role is two-fold: to build and maintain a best-in-class HCP focused website while elevating a CRM program that leads users to it. The CRM and website success will be measured by the growth of our active customer database, increased traffic to the site and ultimately increases in product recommendations that send patients to stores. 

Our ideal candidate will possess both analytical acumen and a creative eye coupled with a curiosity for all things digital.

What You Will Do: 

CRM 

• Customer Acquisition and Retention: Lead creation and planning for email programs to acquire new Healthcare Professionals (HCP’s), engage and retain active users and reacquire lapsed users in partnership with business and analyst stakeholders, to drive measurable growth.
• Data Management: Utilize data-driven insights to segment our HCP’s effectively, ensuring that each segment receives tailored, personalized, and relevant communication and offerings.
• Campaign Management: Architect and manage the CRM calendar to lead development and execution of ad hoc and automated campaigns end-to-end, including (but not limited to) message and content strategy, creative approach and development, target audience and segmentation, and testing roadmaps. Own development of content calendar and key CRM messaging points for all divisional campaigns.
• Reporting and Analysis: Responsible for regular reporting and analysis of CRM data to measure campaign effectiveness, customer behavior insights and overall CRM performance. Provide actionable recommendations based on findings. 
• Customer Journey Mapping: Design, build, and optimize CRM journeys with personalized messaging, triggers, and automation to deliver a delightful HCP experience that drives engagement and conversion (where applicable).
• Cross-functional Collaboration: Partner with cross-functional teams (e.g., Brand, Medical Relations, creative agencies, email vendor, etc.) to identify, support, and deliver ongoing learnings and campaign strategy recommendations to support key initiatives.

B2B Website 

• Website Strategy: Develop and implement strategies to achieve LDB.us goals, such as increasing traffic, conversions, or engagement.
• Content Management:  Ensure LDB.us content is up-to-date, relevant, and accurate. This involves creating, editing, and publishing content such as articles, images, videos as well as the creation/updating of new web pages and landing pages that align with marketing campaigns.
• Website Performance:  Monitor and optimize LDB.us performance, including speed, responsiveness, and uptime. This may involve working with web developers and IT teams to resolve technical issues.
• SEO and Analytics: Partner with internal and external teams to identify and implement SEO best practices to improve organic search rankings and analyzing website traffic and user behavior using tools like Google Analytics.
• User Experience (UX) and User Interface (UI): Ensure the website provides a positive user experience and user interface by optimizing navigation, accessibility, and usability. Be on top of the latest trends and changes in UI and UX and digital media and make recommendations to improve the site experience. 
• Technical Support: Providing support to users and stakeholders, troubleshooting issues, and coordinating with IT support when necessary. Lead agency partners and liaise with external tech partners to ensure all web connections and related systems are functioning and configured correctly.
• Coordination and Communication: Collaborating with various teams such as marketing, creative, and IT to ensure LDB.us executions align with overall organizational goals. 
• Project Management: Proactively handle project management for web initiatives, working effectively with global and domestic brand management teams members and IT stakeholders.

What We Are Looking For:

• A completed Bachelor's Degree is required
• 7-10 years of relevant work experience in marketing, communications or digital media, preferably in a healthcare or related field
• Experience as CRM manager or similar role. Ecommerce experience a plus
• Demonstrate technical capability, strategic thinking, exceptional attention to detail
• Ability to manage multiple projects and priorities simultaneously and build effective processes to handle recurring tasks
• Demonstrated ability to work productively with counterparts in a cross-functional capacity.
• Self-starter capable of recognizing needs and opportunities and acting on them
• Ability to analyze KPIs and communicate website performance
• Must have experience with the following:
  • Salesforce Marketing Cloud
  • Google reporting suite, including GA 360, Google data studios and Google tag manager
  • JIRA
  • Sitecore
  • Synops
• In-depth experience analyzing and optimizing the customer journey on owned properties
• Ability to translate layman's terms brand needs into functional and technical direction for IT teams
• Ability to handle multiple tasks, priorities, and deadlines
• Knowledge of online marketing methods and best practices 
• Innovation-driven mindset, digitally curious, up to date with digital and technology trends
• The ability to be onsite, in the office as this is an essential function of the position (required)
• Must be authorized to work in the US on a permanent, ongoing basis, without the need for legal sponsorship now or in the future (required)

What’s In It For You:

• Base Salary Range: $140,100 - $203,200 + bonuses (The actual compensation will depend on a variety of job-related factors which may include geographic location, work experience, education, and skill level)
• Competitive Benefits Package (Medical, Dental, Vision, 401K, Pension Plan)
• Hybrid Work Policy (3 days in Office, up to 2 days Work From Home)
• Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
• Access to Company Perks (VIP Access to L’Oréal’s Internal Shop for Discounted Products, Monthly Mobile Allowance)
• Learning and Development Opportunities (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!)
• Employee Resource Groups (Think Tanks and Innovation Squads)
• Access to Mental Health & Wellness Programs

Don’t meet every single requirement? At L'Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you’re excited about this role but your past experience doesn’t align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!

We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

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