CRM Manager

vor 7 Monaten

PlanlesOuates, Schweiz Clarins Vollzeit

- You will ensure excellence in all communication to our customers, from developing newsletters, to coordinating a strong engagement plan, to ensuring qualitative customer care levels, and to analyzing and improving our customer journeys.
- **Develop customer value**
- Define, explain and coordinate data capture for all touchpoints ( Ecommerce/ own database)
- Define and implement Contact plan (relational & commercial), on all channels
- Build and roll out of all our CRM plans & activations
- Implement, measure performance and optimize loyalty program (welcome/ rewards to be forecasted, and VIC management)

**CRM Campaign management**
- Manage the operational execution of campaign production (creative briefs, deployment, tracking, optimization & reporting), make sure all campaigns launch on time across all channels as per the planned defined by Ecommerce manager
- Content ocalization
- Newsletter HTML production in BadSender
- Campaigns and targeting set up in Adobe Campaign (animation/ loyalty/ triggered and specific campaigns)

**Customer care**
- Work with our customer care center and our internal 2nd level of customer contact to ensure an excellent customer service
- Optimize customer service processes
- Understand and pass on issues to ensure the best customer experience and user journey based on Customer Care feedback as well as Social Media feedback
- NPS and CSAT management & action-plan
- Be the escalation point for complex Customer Care requests and be able to directly manage customers’ requests related to some topics

**Manage Business Performance**
- Analysis based on customer data to understand our customer’s dynamics

**Organisational & New Projects**
- Monitor competitor activity on a regular basis, aid with occasional market-research
- Testing & implementation of new features

**Set up the right governance**
- Participate to the budget process: update & follow up (including costs of rewards, materials, customer events, contents)
- Contribute to the strategy (with insights on our clients for Mkt/E-store team & with campaigns analysis & recommendations)
- Set up CRM/Owned Media committees to share CRM action plans with the E-store & Paid Media teams as well as regional teams
- Must have a strong customer centric mindset
- Open and digitally-minded
- Goal-oriented, solution finder
- 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
- Embodying Clarins values (Respect, Engagement, Cooperation, Audacity, Passion) skills
- Bachelor of science, business or marketing
- First experience in CRM required (min 4 years)
- Digital marketing skills (a plus)
- English + at least one local language a strong plus: ideally Swedish, or Norwegian or Danish

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