Job Title: (Sr.) CRM Specialist – Digital Transformation Team / Professional Products Division

 

WHO WE ARE:

The L'Oréal Professional Products Division(PPD) is a global leader in the beauty industry, dedicated to providing exceptional haircare solutions to salon professionals and their clients. With renowned brands like L'Oréal Professionnel, Kérastase, the division offers a comprehensive range of innovative products and tools that empower hairdressers to unleash their creativity and deliver outstanding results. Through cutting-edge research, advanced education programs, and a commitment to sustainability, the division sets new standards in the industry, driving excellence and elevating the artistry of hairdressing. With a focus on collaboration, technical expertise, and trend-setting innovation, the Professional Products Division continues to shape the future of professional haircare, inspiring professionals and clients worldwide.

 

A DAY IN THE LIFE:

Accelerate customer acquisition and spending through ECOMM channels and omni-consumer journey

-Collaborate with relevant teams to identify and establish strategic partnerships and leverage ECOMM channels for accelerated customer acquisition and increased spending.

-Identify and explore new opportunities for customer recruitment across multiple channels.

-Design a cohesive omni-customer journey to enhance the customer experience and drive engagement.

Develop and implement customer CRM insight collection and management process 

-Oversee the CRM insight collection process to ensure the collection of accurate and relevant customer data.

-Manage the customer database, including privacy policy management, CRM systems, and tools.

-Implement and maintain effective insight collection procedures and ensure compliance with privacy regulations.

Qualify and organize CRM customer insight to create tiers and define triggers

-Qualify and organize customer insight to create tiers based on attributes and behaviors.

-Define triggers such as welcome messages, first-time purchase incentives, repeat purchase rewards, and personalized content.

-Utilize customer segmentation and preferences to drive targeted and personalized communication strategies.

Collaborate with cross-functional teams to develop and implement insight-driven CRM initiatives

-Work closely with cross-functional teams, including marketing, sales, and IT, to develop and implement insight-driven CRM initiatives.

-Build A/B testing plan and lead test & learn projects to improve client activation and repurchase for a better understanding of customers

-Ensure alignment of CRM strategies with overall business objectives and collaborate on project execution.

Lead and support project to roll out CRM solutions for long-term customer relationships

-Actively lead and support CRM solution roll out projects aimed at building long-term customer relationship solutions.

-Collaborate with IT and cross-functional teams to ensure successful implementation

 

CRM reports to track key performance indicators, providing regular updates, and support the decision-making process

-Develop CRM reports to track key performance indicators and provide regular updates on CRM initiatives.

-Offer insights into customer behavior, campaign effectiveness, and overall CRM performance.

-Support the decision-making process by providing data-driven insights and recommendations.

 

 

WHO YOU ARE:

-Education : University graduate

-Years of experience : Min. 6 years (Experience with ECOM platform preferred)

-Other skills : 

-Proficient in MS Excel, SAP, and any other analysis/visualization tool

-Excellent communication and interpersonal skill

-Project management experience endowed with technical understanding to work with IT

-Demonstrated knowledge of CRM solution related to data storage and activation (Google Could platform, Salesforce or Adobe etc.)

 

YOUR FUTURE TEAM:

The PPD Digital Transformation team is a dynamic and innovative group within the L'Oréal Professional Products Division (PPD) that is dedicated to driving digital innovation. Their mission is to leverage cutting-edge technologies, data-driven insights, and digital marketing techniques to enhance the digital presence of PPD brands, optimize customer experiences, and drive business growth. With a focus on agility and customer-centricity, the team collaborates with cross-functional teams to identify opportunities for digital transformation and implement innovative digital initiatives. They play a crucial role in shaping the division's digital strategy and ensuring that PPD remains at the forefront of the rapidly evolving digital landscape in the beauty industry.

 

WE ARE ENGAGED & COMMITTED:

We’re committed to guaranteeing inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way.

The Group strictly prohibits discrimination against any applicant for employment because of the individual’s gender identity or expression, sexual orientation, visible and/or invisible disabilities, socio-economic and/or multicultural origins, health conditions, age, religion or any other characteristics protected by law.

We are proud to be an equal opportunity employer.