JOB TITLE: CRM Manager, Coty UKI

　　 LOCATION: COTY, St Georges Road, London, SW19 4DR

　　 PURPOSE

　　Coty is a world leader in beauty and home to an illustrious roster of cosmetic, skincare and fragrance brands. Our two divisions - Coty Consumer and Coty Prestige - build a varied portfolio of iconic global brands as well as much loved regional brands. Coty Prestige focuses on prestige fragrance, prestige cosmetics and skincare while Coty Consumer focuses on mass colour cosmetics, body care and mass fragrances with brands including Rimmel, Max Factor, Bourjois and Sally Hansen.

　　To reinforce the business and the brand proposition to our customers, we seek a candidate to be responsible for the implementation, strategies, campaign and reporting of our CRM programmes for key leading brands such as Kylie Cosmetics and Burberry Beauty. This is a pivotal moment for Coty and this person will play a key role in providing strategic guidance & insights to deliver enhanced brand and retail experience to our customers.

　　 MISSION AND RESPONSIBILITIES

　　Key responsibilities:

　　Manage CRM / Clientelling & Loyalty

　　Lead the creation (earn/burn framework), development, and implementation of the first ever loyalty program for key Coty Brands, working hand in hand with a dedicated agency, the licence team, the local E-commerce team, and the Global digital team. Define the local KPIs and monitor the performance of our CRM / Loyalty programs. Lead CRM activity plans; co-creating with local teams and aligning with the licence team. Monitor competitive CRM activities to feed our program with the latest innovations. Customer lifecycle campaigns: Localisation of the campaigns following the global brand guidelines & adaptation of channels & frequency according to local specifications. Planning & briefing of assets for digital communications. A/B testing for ad hoc campaigns & collaboration with global teams to A/B test customer lifecycle campaigns. Together with the IM & PR team, establish and evolve event opportunities to nurture our VIP customer base.

　　Drive Brand productivity

　　Define KPIs of productivity and lead monthly analysis of our productivity for our free-standing boutiques and key door (offline and online) . Drive action plan identifying our key gaps versus competition and plans to double productivity by door by 2025. Drive the engagement in key productivity tools (CRM registration tools, personalization tools, services menu, etc) available in our Boutiques. Identify and quantify potential business opportunities. Together with Education, ensure we have a clear incentive program to foster staff engagement in recruiting new CRM clients.

　　Lead data and analytics

　　Set local targets per channel across brands to reach desired data collection. Assure that all online & offline touchpoints are enabled to capture consumer data. Test global/local tools to increase and optimise data collection. Planning of Sampling campaigns in collaboration with marketing/trade team & ensures that all data are captured. Prepare presentations to share insights with the multi-functional teams, monthly. Analyze data & customer trends to inform future strategies and opportunities.

　　 THE COTY IDEAL FIT

　　Experience minimum in CRM marketing (B2C). Has already led or contributed directly to a CRM/Loyalty program & clientelling implementation. Has a data driven approach. Has a great ability to prioritise and manage several projects at once. Ability to develop collaborative working relationships and be a team player. Has experience in influencing and collaborating with global teams and many stakeholders. Proficient with data management tools - from the creation of dashboard with clear data visualization, to using analytical skills leading to action. Has demonstrated strategic thinking, ability to turn insights into action, to influence its eco-system and drive complex projects to completion in previous roles Fluent in English Experience with CRM tools would be beneficial such as Klavyio, Adobe Campaign, SalesForce Marketing cloud etc ) Experience in campaign building a plus (Workflow, segmentation, HTML integration and CRM report