MAC - CRM Manager - #141683

Position Summary

This role will lead and execute a best-in-class CRM and loyalty strategies, that enhance customer engagement, retention, and long-term value to the brand, while delivering on business-critical consumer KPIs. The ideal candidate will have extensive experience in CRM, campaign management, data management, and analysis, with strong communication skills to work with various stakeholders.

Strategic Responsibilities

WHAT THIS ROLE DOES

• Ownership, planning, execution, and evolution of the CRM strategy.
• Continue to develop and manage bespoke Lifecycle Programme for a cross segment, always on repeat and retention strategy
• Lead and oversee the end-to-end execution of CRM campaigns from campaign, audience and creative planning, to testing, QA, activation and post-campaign reporting
• Conceive and create campaigns that are locally relevant and capitalise on key consumer insights and trends.
• Determine the Loyalty Strategy for the brand, taking into consideration regional relevancy, capabilities, different consumer profiles and align with the Promotional Program of each retailer.
• 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.
• Ownership of consumer data and insights, identifying trends, channel performance, and providing regular insights to guide the brand strategy.
  
  

Operational Responsibilities

• Regular reporting and insights on the performance of campaigns to ensure strong engagement and ROI, with clear takeaways for future planning.
• Work with Corporate centre of excellence CRM teams to develop local insight using consumer data
• Develop and regularly measure against consumer KPIs such as recruitment, retention, and repeat rate.
• Produce analysis of campaigns to analyse success/ROI and communicate results and findings to optimise future campaigns.
• Ensure the quality and integrity of data is maintained and is at the heart of the strategy.
• Ensure all retail locations are fully equipped to capture customer data (D2C).
  
  

Collaborative Responsibilities

• Build and nurture relationships with key retail partners to ensure a strong partnership marketing plan in line with the wider brand strategy.
• Work closely with various stakeholders to ensure alignment and effective execution of CRM strategies.
• Ownership and management of the CRM budget working with the Marketing Director to ensure alignment to overall Marketing budget.
• Lead and develop direct report and broader team members through skills and knowledge sharing
• Build close relationships with Corporate centre of excellence CRM and consumer data colleagues to ensure there are synergies across all project roadmaps
  
  

WHAT YOU WILL NEED TO BE SUCCESFUL IN THIS ROLE

• Strong CRM expertise and knowledge of consumer loyalty
• Multiple years of experience driving and implementing successful and innovative CRM strategies.
• Ability to design and deliver commercially beneficial retention / loyalty strategies
• Strong knowledge and experience of building emails, development and management.
• Expert-level skills in Excel and PowerPoint.
• Strong analytical skills with the ability to make recommendations and generate insights for the brand on both CRM campaigns and consumer behaviour.
• Excellent understanding and experience of brand identity, tone of voice, and how to communicate with the consumer.
• Challenger mindset and innovation driver.
• Driven by analytical skills, consumer insights, and data.
• Process-oriented to manage workload and all available internal/external resources.
• Creative and enjoys working in a fast-paced environment.
• Excellent organisational and project management skills with high attention to detail
• Understanding of and passion for the luxury and beauty industries
  
  

Compensation And Benefits

• Hybrid Working (2 days WFH, 3 days office based)
• 25 Days Annual Leave (exc. Bank Holidays)
• 1 day Annual Leave to celebrate your birthday
• Holiday Purchase opportunity
• Bonus Opportunity
• Ability to work Remotely/Abroad up to two weeks per calendar year
• Summer Fridays
• Generous Staff Discount
• Mental Health Wellbeing Initiatives
• Benefits platform with exclusive discounts and offers
• Employee resource groups
• LinkedIn learning