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Cx Manager

3 weeks ago

Melbourne, Australia l'Oréal Full time

The CX Manager within the CDMO team plays a crucial role in driving data-driven strategies for L'Oréal brands within the ANZ region. Reporting into the DDX Director, this role focuses on leveraging consumer insights and data to enhance brand engagement, personalise consumer experiences, and optimise marketing effectiveness across all touchpoints, with a strong emphasis on omnichannel integration.
ABOUT THE JOB
- Define and implement the CRM vision and strategy for L'Oréal ANZ, ensuring alignment with global & zone best practices and local market dynamics.
- Provide thought leadership for the business on CRM strategies across all channels, focusing on acquisition, retention, and engagement.
- Partner with the CRM division teams to explore new data acquisition opportunities and ensure compliance with data privacy regulations.
- Lead the strategic development and operationalisation of key data acquisition and activation frameworks, to effectively obtain and grow first-party data and leverage it for enhanced consumer engagement, loyalty, and to drive sales within L'Oréal's sales channels.
- Develop and implement strategies to collect valuable customer data from various sources, including brand websites, e-commerce platforms, in-store, media and beauty tech.
- Analyse consumer data and provide actionable consumer insights to brand, CMI, media and eCommerce teams to help optimise campaigns and improve the customer experience.
- Analyse program performance and identify opportunities for improvement to maximize customer lifetime value and brand loyalty within the ANZ region.
- Develop and present business cases to demonstrate the value of loyalty programs to brands.
- Collaborate with cross-functional teams to ensure a seamless and personalised customer experience across all online and offline touchpoints.
- Oversee the implementation and maintenance of CRM systems, ensuring data integrity and efficient integration with other business systems.
- Develop and implement strategies to collect valuable customer data from various sources, including brand websites, e-commerce platforms, in-store, media and beauty tech.
- Track and analyse key CRM performance indicators (KPIs) and provide regular reports to stakeholders.

ABOUT YOU
- Prior experience in CRM and loyalty marketing, with a proven track record of success in the ANZ market.
- Deep understanding of the ANZ consumer landscape and digital marketing trends.
- Experience managing complex CRM systems, preferably Salesforce Marketing Cloud, Adobe Experience Cloud, or similar platforms.
- Strong analytical skills and experience with data analysis tools.
- Excellent communication, presentation, and interpersonal skills.
- Ability to work independently and as part of a team.

ABOUT THE PERKS
- Life insurance and Income Protection
- Hybrid working environment. Enjoy Two WFH days a week
- On-site gym / Health & Well-being program
- Corporate discounts available

**ABOUT THE DIVISION**:
The L’Oréal Groupe is present in 150 markets on five continents. For more than a century, L’Oréal has devoted itself solely to ‘Create beauty that moves the world’; it is now the industry world leader with €43 billion in sales in 2024. Together we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet. Experience the excitement of agility to shape the future of beauty; where diversity and purpose come together create meaningful impact.
ABOUT L’OREAL GROUPE, AUSTRALIA AND NEW ZEALAND
L'Oréal acknowledges the Traditional Owners & Custodians of the lands on which we work and pay our respects to their Elders past, present and emerging.
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