Head of Digital Customer Experience
Vor 7 Tagen
The L'OCCITANE Group is a leader in the international beauty and wellness market, manufacturing and retailing premium products in 90 countries. Its extensive network of over 3,000 retail outlets includes more than 1,300 owned stores, showcasing the Group's significant presence in various markets.
Its portfolio of premium beauty brands, such as L'OCCITANE en Provence, Melvita, Erborian, L'OCCITANE au Brésil, LimeLife by Alcone, ELEMIS, Sol de Janeiro, and Dr. Vranjes Firenze, emphasizes organic and natural ingredients.
L'OCCITANE's commitment to sustainability encompasses investments in communities, biodiversity, waste reduction, and sustainable solutions for a healthier planet. Its mission statement highlights the importance of empowering people and regenerating nature.
Job DescriptionWe seek an innovative Head of Digital Customer Experience 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:- Strategic Leadership: Develop and implement a standardized global CRM/Marketing Automation strategy ensuring consistency across all regions. Animate the Regional CRM community, fostering collaboration and knowledge sharing among regional CRM teams, supporting them in achieving their goals.
- Operational Excellence: Serve 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.
- 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.
- 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.
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