SummaryThe CRM Manager will support Guerlain in enhancing and optimizing customer relationships in the US. This role involves analyzing, managing, and growing Guerlain’s customer experience across owned ecommerce and supporting the retail team with wholesale customers.
Responsibilities- Develop and implement Guerlain CRM strategy and annual action plan with clear goals and measurements.
- Define consumer journeys based on segmentation and client behaviors to enhance CRM creativity and relevance.
- Shape online and offline campaigns in line with key markets.
- Ensure regular upload of marketing campaigns into CRM & SMS systems.
- Identify and manage partnerships to expand customer database and acquire new clientele.
- Manage tactical and trigger Email Marketing strategy and develop SMS marketing.
- Grow Guerlain’s database in partnership with media agency and ecommerce team.
- Analyze customer journey to increase experience and sales.
- Drive data cleansing, usage, capture, and enrichment.
- Ensure data accuracy, integrity, and privacy compliance.
- Lead adoption and growth of BeeGuerlain Clienteling app in owned boutiques.
- Collaborate with Ecommerce Team and external customer service vendor to optimize Customer Service experience.
Requirements- Minimum 5 years of professional experience, including 3 years in CRM projects.
- Salesforce experience preferred.
- Fluent in English.
- Proven creativity in client recruitment and development actions.
- Strong analytical and statistical competencies.
- Knowledge of data infrastructure and data flows.
- Strong project management skills and ability to build collaborative relationships.
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