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Customer Loyalty Marketing Manager

Estee Lauder -
London

Job details

Benefits

Annual leave
Employee discount

Qualifications

CRM software
Email marketing
System architecture
Project management
Business requirements
Marketing
Negotiation

Full job description

Position Summary

The Enterprise Marketing CRM team is an innovative and transformative team whose role focusses 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 delivery best in class customer interactions and experiences

Key Responsibilities

The role is responsible for the ownership and implementation of omni-channel CRM solutions across Email, SMS, DM, Web Push and integrated channels, as well as our innovation agenda to ensure our offering can stay ahead in a competitive and cluttered market.

What This Role Does

Day-to-day 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
Role will lead on the Region’s multi-channel/omni-channel initiative, ensuring we’re executing across Email, SMS, Direct Mail and Push, driving Consumers both instore 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

Innovation Roadmap

Own region-wide distribution of best practices and embed insights to further develop CRM strategy to inform campaign generation and existing campaign enhancement. This role will also lead and influence to drive adherence to the best practice into brands CRM campaigns
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
Will have regular communication key Global Stakeholders, ensuring UK&I priorities are communicated and implemented into capability and technology roadmaps
Will be required to be at the forefront of Industry-wide advancements, translating best-practices into our own strategy and workflow

Communication and Stakeholder Management

Will play a role as a Coach in the upskilling and development of key CRM capabilities and skills across the wider organization
Will 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
Will be 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

Position Summary

Key Responsibilities

What This Role Does

What You Will Need To Be Successful In This Role

Compensation & Benefits

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