CRM Manager

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Ready to bring passion into your career?

A global leading skincare and make-up company, Clarins Group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Its raison d’être is "making life more beautiful, passing on a more beautiful planet".

Operating in more than 150 countries, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas.

Because our 8,000 talents are unique, we are committed to promoting diversity in all its forms.

Do you want to help write the next chapter of our story?

The Role

The CRM Manager will develop and implement a comprehensive CRM strategy to enhance consumer lifecycle management, align with brand pillars, and support launch activities aimed at increasing customer retention and spending. This role will focus on optimizing ROI on campaigns, partnering with Retailers and Ecommerce teams, and driving an omnichannel approach through segmentation, testing, and learning. The CRM Manager will utilize data-driven consumer insights to build deeper relationships with Clarins consumers and foster a consumer-centric mindset across the Brand and Field Teams.

The Team

• Reports to the Clarins Brand Director
• This role has one direct report – the CRM Specialist
• Peers – Marketing Manager, Head of Ecommerce and Digital, Customer Care Manager, VM Manager, Store Planning and Project Manager, Graphic Design Manager

Key Responsibilities

• Develop and implement corporate CRM strategies and goals with regional guidance.
• Optimise campaign ROI and align strategic recommendations with broader teams.
• Set CRM objectives and create a roadmap for strategy execution.
• Launch new CRM initiatives leveraging consumer insights and new technologies.
• Monitor and effectively allocate the CRM budget.
• Communicate CRM strategy across all business levels and train local teams on CRM tools and guidelines.
• Maintain and utilise consumer databases to analyse purchase patterns, behaviours, demographics, and trends.
• Manage and promote the SMILE loyalty program to ensure ROI and engage customers.
• Issue regular CRM KPI reports and manage overall capture rates and other key performance indicators.
• Develop and implement a comprehensive consumer calendar and oversee the deployment of CRM campaigns.

Experience Requirements

• Qualification with a focus on business, marketing, and/or project management (or equivalent experience)
• Previous successful experience in driving CRM strategy & implementing effective direct communication across channels.
• Well-grounded in direct marketing metrics, segmentation, data analysis and response measurement
• Experience in loyalty programs definition and implementation

Technical Skills (Essential):

• Experience with an ESP campaign management tool, preferably Adobe Campaign
• Knowledge of basic HTML and CSS
• Proficiency in Excel
• Experience using email marketing tools and content management system

Soft Skills:

• Leadership skills with collaborative management style.
• Strong communication and presentation skills
• Innovative and creative thinking
• Strong relationship management and interpersonal skills
• Experienced in consumer-facing role and dedicated to providing outstanding consumer experience.
• Analytical and strategic planning, makes quick, fact-based decisions.

If you have a curious mind, a thirst to go further and the drive to boldly take on new challenges, join us.

At Clarins Group, we believe in making life more beautiful for our employees and our customers. Inclusion and diversity are firmly grounded in our core values, which are part of our DNA. We strive to achieve inclusiveness and we foster an equal-opportunity culture where everyone can reach their full potential and do their best work. We welcome applications from all backgrounds. 

To learn more about our group and our commitments to people and the planet, visit www.groupeclarins.com