Job Responsibilities
* Define, socialise and lead the CRM lifecycle and data activation strategy for UKI PPD, developing omnichannel digital campaigns and initiatives to drive positive customer behaviours including data acquisition and enrichment, digital engagement, customer retention and loyalty, as well as cross-platform community activation.
* Align and collaborate with cross-functional teams including commercial, education, brands and e-Commerce on the strategic activation of PPD customer and customer data to support the objectives and goals of the wider division.
* Be accountable and passionate in driving a truly customer-centric CRM approach and deploy tactics such as customer segmentation frameworks, dynamic cross-channel personalisation and O+O initiatives to optimise and advance customer journeys.
* Build the PPD B2B Activation and Technical CRM roadmaps in collaboration with zone B2B and the PRO360 team, ensuring UK brand and divisional requirements are met and prioritised, technically achievable, and best practice is shared with other countries.
* Oversee the technical and creative CRM outputs (e.g., coded HTML templates, deliverability, journey configurations and targeting) to ensure quality and alignment with brand standards and best practice.
* Integrate CRM innovation and emerging technologies where possible to enhance the customer experience and work with IT EMEA to implement tech solutions securely and efficiently.
* Seamlessly integrate customer analytics and champion a data-driven culture across CRM. This includes improving the accuracy, enrichment and relevancy of customer data, and using insights to identify behavioural and conversion opportunities.
* Contribute to weekly and monthly CRM reporting with commentary and insights to guide the future of the CRM marketing channel.
* Manage a team of CRM and data experts who are responsible for activating tailored communications to our customers finding opportunities for growth within our B2B data.
* Be proactive and keep ahead of the latest trends and competitor communications, providing feedback to the team on what others are doing in the industry and how we can improve.
* Work as a consultant for wider PPD B2C Data & CRM projects – e.g. deliver salon’s own CRM to their customers; support commercial team with their key accounts CRM plans.
* Become a trusted and well-informed ambassador for Data & CRM across the division.
Who You Are
* Experience in a similar role (CRM, Data, Digital Marketing and Engagement), and strong knowledge of customer strategies, CRM tools, and technologies.
* Deep knowledge of customer journeys, customer data and segmentation & building data activation strategies which include lifecycle management and customer engagement techniques.
* Extensive experience in stakeholder and agency management and influencing.
* Excellent communication (written and verbal skills).
* Strong problem-solving skills with a high level of attention to detail.
* Ability to interpret and analyse data across multiple data points and form hypotheses to make data-driven decisions, alongside a good understanding of campaign/customer performance metrics.
* Positive attitude and unfazed by complex multi-tasking.
* Ability to pick up and understand technology and complex data sets quickly.
* Proven experience in back-end technology responsibilities.
* Highly organised.
* Solution-based mindset.
* The right blend of creative, strategic and analytical thinking.
What We Offer
Our industry-leading award-winning benefits package shows how much we value our people. We know they're at the heart of L'Oréal's success, so we offer a fair and competitive package to help you thrive.
Enjoy perks like money-saving offers, free mortgage advice, share options and an enhanced pension plan. Love our brands? You'll get up to 60% off iconic names like YSL, CeraVe, Armani, Kiehl's and Garnier! Because health matters, we offer private medical and dental insurance, discounted gym memberships, and onsite mental health support. We also provide enhanced family leave for all and up to 4 weeks of paid fertility leave, so you can prioritise what matters most.
Learning is in our DNA at L'Oréal. We'll help you master your role, build skills, and access top-notch leadership programs and monthly expert talks. And there's lots more too!
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 €29 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. Experience the excitement of agility to shape the future of beauty; where diversity and purpose come together to create meaningful impact.
In the Professional Products Division, our mission is to be the partner of choice for the professional hair industry. Inspiring stylists and creating desirability amongst consumers with meaningful brands. We’re the founding Division for the L’Oréal group, with a rich history over 110 years. The 8-brand portfolio includes the likes of L’Oréal Professionnel, Kérastase, Redken and Matrix and the division is universally known for exclusively supplying salons and other professional customers with the most advanced technologies in hair and beauty products.
How We Recruit
At L’Oréal, we take pride in creating a diverse, equitable and inclusive environment where everyone is welcome and their contributions are valued. When we recruit, hire, train, promote or engage in any other employment practice, we are committed to being an inclusive employer regardless of race, religion, gender identity, sexual orientation, national origin, age, socioeconomic status, medical condition or disability, or any other protected status. When we look for talent, we welcome difference - different backgrounds, experiences, personalities and perspectives. The beauty we find in our differences gives us the freedom to go beyond. That’s the beauty of L’Oréal.
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