Job Description

CRM Specialist - JhbFull job description CRM Specialist Ready to bring passion into your career? A global leading skincare and make-up company, Clarins Group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Its raison dxc3xaatre is "making life more beautiful, passing on a more beautiful planet". Operating in more than 150 countries, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas. Because our 8,000 talents are unique, we are committed to promoting diversity in all its forms. Do you want to help write the next chapter of our story? CRM Planning and Activations:CRM Animations Development: Develop and implement a comprehensive CRM animation plan to drive customer retention, engagement, and lifetime value across all touchpoints (Ecommerce/Retail)Customer Segmentation: Develop and refine customer segments to tailor campaigns and messages that resonate with different customer groupsCustomer Journey Mapping: Collaborate with various teams to map and optimize customer journeys, ensuring a seamless and consistent experience across touchpoints.Roll out all the CRM plans and activationsProvide a consistent customer view by coordinating all levers of customers point of contact (on site, social media, email, customer care, retailers, site)Campaign Management and Analysis:CRM Campaigns: Plan, execute, and optimize CRM campaigns across multiple channels, including email, and loyalty programmes to deliver targeted and personalized customer experiencesKPI Tracking: Establish key performance indicators (KPIs) to measure the success of CRM campaigns, projects, and customer engagement, and report them on a weekly/monthly/quarterly basisData InsightsData Analytics: Leverage data and analytics to gain insights into customer behaviours, segment the customer base, and drive data-driven decisions for the businessData Migration: Oversee data migration projects, ensuring the seamless transfer of customer data to CRM systems while maintaining data integrity and securityReview CRM campaign performances to understand our customers dynamics and provide an analysis on performances, preferences, points to improve and key KPIsCustomer-facing initiativesClienteling: Lead the management of the ongoing clienteling project to provide a personalized and high-touch experience for key clients, driving customer loyalty and revenue growthNew digital initiatives: Manage developments and logistics of all new in-store digital initiatives that can improve customer experienceCollaboration:Cross-functional Collaboration: Collaborate with ecommerce, marketing, sales, training, and customer support teams to align CRM efforts with broader business goalsTechnology Utilization: Evaluate and implement CRM tools, systems, and technologies to enhance the efficiency and effectiveness of CRM initiativesBudget Management: Manage the CRM budget efficiently, ensuring that resources are allocated effectivelyReporting: Provide regular reports and analysis to management, highlighting the impact of CRM efforts on business performance.Monitor competitor activity on a regular basis, aid with market research and regular consumer workshopsTesting and implementation of new CRM projectsCRM Governance:Participate to the budget process : update and follow up (including costs of rewards, materials, customer events, contents)Contribute to the strategy (with insights on our clients for internal teams & with campaigns analysis & recommendations)Set up CRM committees to share CRM action plans with internal teams as well as regional teams Candidate Profile: Attributes and SkillsExperience in CRM ManagementResults-oriented with a focus on achieving and exceeding targetsMust have a strong customer centric mindsetMulti-tasker that can drive many projects at the same time with ability to work in a fast-moving environmentEye for detail ensuring high standards in content development and implementationHigh sense of ownership and autonomousGreat team player yet confident in managing tasks independentlySolid verbal and written communication skillsYou have:University Degree in a Marketing/Business related field or equivalentProven experience in developing CRM strategies, driving customer engagement and increasing lifetime valueExceptional proficiency in data analytics and customer segmentationKnowledge of CRM software, automation tools, and analytics platformsExcellent communication and interpersonal skillsExcellent relationship building skills with customer centric focusThe ability to think strategically and execute tacticallyStrong project management and organizational skills If you have a curious mind, a thirst to go further and the drive to boldly take on new challenges, join us. At Clarins Group, we believe in making life more beautiful for our employees and our customers. Inclusion and diversity are firmly grounded in our core values, which are part of our DNA. We strive to achieve inclusiveness and we foster an equal-opportunity culture where everyone can reach their full potential and do their best work. We welcome applications from all backgrounds. To learn more about our group and our commitments to people and the planet, visit www.groupeclarins.com

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