CRM Manager

CRM Manager

Professional Products Division

About L’Oréal

L'Oréal has been a world leader in the cosmetics business for more than 100 years and has grown into one of the largest FMCG companies in the world. With international brands such as L'Oréal Paris, Garnier, Kérastase, Lancôme, Giorgio Armani and Vichy, we offer relevant products for every consumer.

At L’Oréal Professional Products, our mission is to support hairdressers and develop the hair industry sustainably and while benefiting all. Professional Products founded the L’Oréal group more than 110 years ago. Our mission is to always reinvent professional beauty and lead the digital transformation of our industry with a customer-centric approach. 

Thanks to our growing brands including Kérastase, L’Oréal Professionnel, Redken and Shu Uemura, we provide professionals and consumers with always better, safer, and more sustainable professional haircare, experiences and services.

Who am I?

Within the Professional Products Division, I’m leading the CRM lifecycle and data activation strategy for both B2B and B2C. I’m the expert at driving customer lifetime value by developing the right personalized customer journeys across touchpoints. I make sure I collect the right data, get the right insights and activate it the right way. My role includes:

• Plan and deliver CRM strategies: develop omnichannel CRM strategies and increase data quality across PPD brands for both B2B and B2C
• Optimize usage of CRM tech ecosystem: ensure the CRM tech ecosystem works seamlessly across the organization, captures all required information at key points in the customer’s lifecycle, and automates personalized experiences
• Grow our customer databases: drive new recruitment initiatives to grow PPD’s CRM databases
• Drive customer loyalty: increase customer lifetime value by creating meaningful relationships through the development of engagement and retention initiatives across touchpoints, e.g. B2B webshop and education platform
• Build effective collaborations with key stakeholders: Build effective and strong relationships with local and global stakeholders, influencing and promoting data acculturation and data driven approaches
• Analyze customer data and campaigns: measure the effectiveness of our CRM efforts & obtain insightful findings for future initiatives
• Initiate test & learns: be critical and always have a test & learn mindset to reevaluate assumptions and seek innovations
• Leading a team: managing a direct report (a CRM Activator) and an external CRM consultant

Your profile

You are analytically strong but pragmatic when the situation requires. As a person you are determined to make a great impact by taking initiatives and sharing your ideas. It is important to feel comfortable to collaborate with different stakeholders and that you know how to convince them if necessary. Furthermore, you are open minded and supportive towards new initiatives.

Our ideal candidate has:

• At least 5 years’ experience in CRM and Digital Marketing
• Strong stakeholder- and communications skills
• Positive mindset with creative problem-solving skills
• Preferably with experience or interest in FMCG and/or beauty business
• Obtained a master’s degree, preferably in a relevant field
• Fluent in English and either French or Dutch in speaking and writing
• Gained their first people management experience

What do we offer?

When you start at L'Oréal, you get a great deal of responsibility from day one. To develop, we offer an introduction program and an individual training program. Training can be local or at the global headquarters in Paris. An enriching experience where you will meet international peers.

And furthermore you will find with us:

• An inspiring work environment with ambitious colleagues;
• A healthy career perspective with good development and career opportunities;
• A competitive salary which is adjusted on an annual basis in case of good performance;
• Good secondary employment conditions, such as a 13th month, profit sharing, discount on medical expenses and a favorable pension scheme;
• Discount on L'Oréal products
• Nice extras such as various sporting company activities.

Finally, a great added value of working at L'Oréal is that you will be working with so many different people and functions. This offers you the opportunity to broaden your knowledge about different stakeholders.

Diversity

L’Oréal would like their personnel to represent the diversity of the Benelux society. We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability, etc.

“A diversified workforce in every function and on all levels strengthens our creativity and our understanding of consumers and it enables us to develop and market products that are relevant“
Jean-Paul Agon, former CEO of L’Oréal