Job Information
The Estee Lauder Companies Jo Malone London | CRM Manager in London, United Kingdom
Jo Malone London | CRM Manager
Brand: Jo Malone London
Description
POSITION SUMMARY
We’re looking for an experienced CRM Manager who will be responsible for defining the Jo Malone London CRM strategy and execute a best-in-class campaigns, helping to develop customer relationships to ensure long-term loyalty and value to the brand, delivering on business-critical Consumer KPI’s. With an analytical mind, you’ll be able to synthesize complex information and performance data into actionable insight. You’re a natural leader in your field with an appetite for innovation, often challenging the status quo to drive change. This role acts as the key point of contact with our data team. You’ll ensure all CRM campaigns are managed efficiently, accurately and in a timely manner; while remaining at the cutting-edge of industry innovation, and at the heart of our pioneering brand DNA.
WHAT THIS ROLE DOES
CRM STRATEGY & EXECUTION
Ownership, planning, execution, and evolution of the CRM strategy for Jo Malone London
Ownership of CRM strategy for key retail partners, working to ensure a strong partnership marketing plan in line with the wider brand strategy
Development of multi-channel communication streams across email, direct mail and SMS ( any other relevant communication media)
Lead the CRM team to conceive and create campaigns that are locally relevant and capitalising on key consumer insights and trends
Management and development of bespoke lifecycle programmes
Regular reporting and insights on performance of campaigns to ensure strong engagement and ROI with the definition of clear takeaways for next level of planning
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
CONSUMER INSIGHTS AND INTELLIGENCE
Ownership of consumer data and insight, identifying trends, channel performance and providing regular insights to guide the brand strategy
Lead, develop and support the Consumer Insight & Data Analyst
Development and regular measurement against Consumer KPI’s such as Recruitment, Retention and Repeat Rate
Produce analysis of campaigns to analyse success / ROI. Summarise and communicate results and findings to optimise future campaigns
Strong communication skills to display and explain findings and recommendations to wider business
DATA QUALITY AND INTEGRITY MANAGEMENT
Ensure that quality and integrity of data is maintained and is at the heart of the strategy
Have a deep understanding of all data collection points, data flows and data aggregation ensuring a seamless process
Seek out and develop new consumer data sources to enrich our understanding of the Jo Malone London consumer
Ensure all retail locations are fully equipped to capture customer data (D2C)
BUDGET MANAGEMENT
- Ownership and management of CRM budget
TEAM MANAGEMENT
2 Direct Report
Coach, support, develop talent & empower junior team members.
Clear delegation
Drive a collaborative working environment and a mindset of inclusion and diversity within the team.
Champion the spirit of Kindness and Brand Values in everything they do
Qualifications
WHAT YOU WILL NEED TO BE SUCCESFUL IN THIS ROLE
Strong CRM expertise and knowledge of both CRM communication and consumer data and intelligence
5 years’ experience of driving and implementing successful & innovative CRM strategies.
Expert-level skills in Excel and Powerpoint
Expertise of Braze or other reputable ESP’s is advantageous.
Strong knowledge of email development and management
Excellent understanding & experience of brand identity, tone of voice and how to communicate with the consumer.
Innovative thinking with a ‘test & learn’ mindset
Driven by analytical skills, consumer insights and data
Versatile and able to work under pressure to deliver multiple projects to a high quality
High attention to detail
Process Oriented to manage workload and all available internal/external resources
Creative and enjoys working in fast-paced environment
Excellent organizational, interpersonal, and project management skills
Understanding of and passion for the luxury and beauty industries
Strong agility to adapt & pivot seamlessly in an ever-changing retail environment
COMPENSATION AND BENEFITS
Hybrid Working (2 days WFH, 3 days office based)
Generous Bonus Opportunity that usually performs ahead of target
25 Days Annual Leave (exc. Bank Holidays) that increases with length of service up to 29 days.
1 additional day of Annual Leave to celebrate your birthday
Holiday Purchase scheme that enables you to get five additional days
Summer Fridays for five months of the year
Market leading Family Leave provisions
Generous Staff Discount & Credit
Benefits platform with exclusive discounts and offers
Mental Health Wellbeing Provisions (Unmind App and Employee Assistant Programme)
Job: Marketing
Primary Location: Europe, Middle East, Africa-GB-ENG-London
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 242335
Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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