CRM Manager, Aesop

Hello, we're L'Oréal, We're not just building brands, we're shaping how the world experiences beauty (and it takes a lot of cool jobs to do it). Intrigued? Keep reading, this might be the opportunity you've been searching for.

A Day in the Life

The CRM Manager sits within the ANZ Digital Team, reporting to the Head of Online. This role is responsible for defining, driving, and optimizing the CRM strategy and execution for Aesop. This individual will be instrumental in enhancing customer experiences, fostering strong brand-customer relationships, and contributing to conversion and loyalty through innovative CRM initiatives. The CRM Manager work cross-functionally, ensuring that CRM activities are seamlessly integrated and effectively contribute to overall business objectives.

• In collaboration with the Head of Online, define and establish clear Key Performance Indicators (KPIs) and strategic goals for Aesop CRM.
• Proactively identify and pursue opportunities to collect new customer data and leverage existing data to enrich customer profiles, enabling the creation of highly personalised experiences.
• Develop and manage audience segmentation strategies tailored for various CRM channels.
• Lead the launch and continuous improvement of Loyalty, including the rollout of new initiatives related to the program.
• Focus on strategies to increase the 4Rs and enhance customer lifetime value, working in conjunction with external agencies.
• Oversee day-to-day brand reporting, ensuring data-driven insights inform decisions, potentially supported by CRM analysts in division or at the CDMO level.
• Maintain oversight of the brand's BAU email activities, ensuring that best practices for briefing and execution are consistently upheld across all brands within your remit.
• Work closely with external CRM agencies and vendors to implement both strategic projects (including loyalty roll out) and business-as-usual (BAU) activities, including setting up external retail partner data integrations.
• Champion knowledge transfer and upskilling efforts within broader marketing and retail teams regarding CRM best practices and digital streams.
• Keeping abreast of industry trends, technological advancements, and competitive landscape in CRM and digital marketing.

ABOUT YOU

• Proven experience in CRM strategy development, execution, and optimization, including customer lifecycle management, segmentation, personalisation, and loyalty programs.
• Strong analytical skills with the ability to interpret complex CRM data, define KPIs, generate actionable insights, and make data-driven recommendations.
• Familiarity with major CRM platforms and tools (e.g SFMC) and understanding of digital marketing channels (email, mobile, social, web) and how CRM integrates with broader digital strategies.
• Ability to translate business objectives into comprehensive CRM strategies and annual plans.
• Proven ability to lead and manage multiple digital and strategic CRM projects concurrently, from conception to completion.
• Experience in working effectively with external agencies and vendors, ensuring successful collaboration and delivery.
• Capability to educate and upskill team members on CRM best practices and digital tools.
• A passion for understanding customer needs and creating exceptional customer experiences.

What's In It For You:

• Life insurance and Income Protection
• Hybrid working environment. Enjoy Two WFH days a week
• Corporate discounts available

ABOUT THE BRAND:

Aesop's approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.

ABOUT L'OREAL GROUPE, AUSTRALIA AND NEW ZEALAND

The L'Oréal Groupe in Australia & New Zealand is a supporter of reducing barriers that exist due to traditional working practices and therefore flexible work arrangements will be considered for this role. If you require any adjustments or accommodations in our recruitment process, employment or have questions in regards to accessibility please email [email protected] to speak with our Talent Acquisition representative.

We are an equal opportunity employer and we encourage applications from people regardless of gender, ethnicity, religious beliefs or disability. We are an Employer of Choice for Gender Equality (WGEA) and a Family Friendly Workplace (Parents At Work & UNICEF).

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.