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 dxe2x80x99xc3xaatre 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?

Duties and Responsibilities

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 groups
• Customer 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 activations
• Provide 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 experiences
• KPI 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 basis

Data Insights

• Data Analytics: Leverage data and analytics to gain insights into customer behaviours, segment the customer base, and drive data-driven decisions for the business
• Data Migration: Oversee data migration projects, ensuring the seamless transfer of customer data to CRM systems while maintaining data integrity and security
• Review CRM campaign performances to understand our customers dynamics and provide an analysis on performances, preferences, points to improve and key KPIxe2x80x99s

Customer-facing initiatives

• Clienteling: Lead the management of the ongoing clienteling project to provide a personalized and high-touch experience for key clients, driving customer loyalty and revenue growth
• New digital initiatives: Manage developments and logistics of all new in-store digital initiatives that can improve customer experience

Collaboration:

• Cross-functional Collaboration: Collaborate with ecommerce, marketing, sales, training, and customer support teams to align CRM efforts with broader business goals
• Technology Utilization: Evaluate and implement CRM tools, systems, and technologies to enhance the efficiency and effectiveness of CRM initiatives
• Budget Management: Manage the CRM budget efficiently, ensuring that resources are allocated effectively
• Reporting: 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 workshops
• Testing and implementation of new CRM projects

CRM 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:

Required Attributes and Skills

• 5 years experience in CRM or Digital Marketing experience
• Results-oriented with a focus on achieving and exceeding targets
• Must have a strong customer centric mindset
• Multi-tasker that can drive many projects at the same time with ability to work in a fast-moving environment
• Eye for detail ensuring high standards in content development and implementation
• High sense of ownership and autonomous
• Great team player yet confident in managing tasks independently
• Solid verbal and written communication skills

You have:

• University Degree in a Marketing/Business related field or equivalent
• Proven experience in developing CRM strategies, driving customer engagement and increasing lifetime value
• Exceptional proficiency in data analytics and customer segmentation
• Knowledge of CRM software, automation tools, and analytics platforms
• Excellent communication and interpersonal skills
• Excellent relationship building skills with customer centric focus
• The ability to think high level and execute tactically
• Strong project management and organizational skills
• You are a South African Citizen

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