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Customer Relationship Management Strategist

vor 2 Wochen

Genf, Genf, Schweiz L'Occitane Groupe Vollzeit

The L'OCCITANE Group is a global leader in the premium beauty and wellness industry, operating in 90 countries with a network of over 3,000 retail outlets, including more than 1,300 owned stores. Its portfolio of premium beauty brands emphasizes organic and natural ingredients, offering a range of products that cater to diverse customer needs.

L'OCCITANE's commitment to sustainability is a cornerstone of its business strategy, focusing on investments in communities, biodiversity, waste reduction, and sustainable solutions for a better planet. Its mission statement highlights the importance of empowering people and regenerating nature.

Job Description

We are seeking a seasoned Customer Relationship Management Strategist to lead our CRM and marketing automation initiatives across our organization. This role will involve setting standards, developing strategies, and ensuring the successful implementation of CRM and marketing automation practices globally.

The position is based in Plan-Les-Ouates near Geneva and reports to the VP Client Experience L'OCCITANE en Provence.

Main Responsibilities:
  1. Strategic Leadership: Build the standard, developing and implementing a standardized global CRM/Marketing Automation strategy ensuring consistency across all regions. Define ROI guidelines, partnering with the Revenue team and the Head of Brand to establish clear return on investment (ROI) metrics for CRM and marketing automation initiatives.
  2. Operational Excellence: Main point of contact for IT, serving as the primary liaison between the CRM/Marketing Automation team and IT, ensuring smooth system operations and integration. Be accountable for identifying and fulfilling the technical and functional needs of the CRM and Marketing Automation platform.
  3. Campaign Management: Oversee the planning, execution, and analysis of various campaign types, including relational, triggered, and other campaign formats. Monitor and analyze key performance indicators (KPIs) for all CRM and Marketing Automation initiatives, making data-driven decisions to improve results.
How You Can Fit
  • 10+ years of experience in CRM and marketing automation, with a proven track record of success in strategic positions.
  • Strong experience building and implementing CRM/Marketing Automation strategies across diverse business units and regions (especially in Asia markets).
  • Demonstrated ability to translate business requirements into technical solutions, architect scalable CRM architectures, and optimize CRM workflows.
  • Demonstrated ability to lead and motivate cross-functional teams both vertically and horizontally.
  • Excellent communication, collaboration, and problem-solving skills.
  • Strong analytical and strategic thinking abilities.
  • Basic knowledge in CRM development languages and technologies, such as SQL, JavaScript, HTML/CSS, APIs, and integration platforms (e.g., MuleSoft, Dell Boomi).
  • Fluency in English (written and spoken), French is a big plus.