Customer Relationship Marketing (CRM) Manager

Since 1828, Guerlain - an iconic luxury French Perfume & Cosmetics brand, part of the LVMH Group - has explored, innovated and perfected its Fragrance, Skincare and Makeup thanks to its daring creators of mythical creations with timeless know-how. All with Nature and Art as inspiration and the Culture of Beauty as a signature.

In Fragrance, Guerlain Master Perfumer, Thierry Wasser, embodies the fifth generation of Guerlain Perfumers. As a figure within the contemporary fragrance world, Thierry Wasser has put his name to many of the House’s creations. He contributes to an olfactory legacy of some 1100 fragrances and explores the world in search of the most exclusive raw materials.

In Makeup, newly appointed Guerlain Creative Director of Makeup, Violette, seemed destined to join the house synonymous with French beauty and constant innovation. With her creativity, Parisian chic and eye for high standards, she knows better than anyone else that makeup is nothing if not the art of bringing out the beauty in each and every one of us.

The House is committed to preserving biodiversity, innovating sustainably, acting for the climate and creating a positive social impact. Above all, Guerlain seeks to protect one of Nature’s most precious wonders: bees, sentinels of the environment and symbol of the House.

Guerlain invites you today to join its North America teams.

Guerlain is part of the LVMH Group

OVERVIEW

The CRM Manager will support the business to enhance and optimize relationship between Guerlain and its customers in the US. CRM Manager will be tasked with analyzing, managing, and growing Guerlain’s customer experience both for our owned ecommerce, as well as support retail team with wholesale customers.

CRM RESPONSIBILITIES

-Develop GUERLAIN CRM strategy and annual action plan to support business needs with clear goal and measurements

-Define consumer journeys based on segmentations and client behaviors to enhance creative and relevance of CRM

-Shape both online and offline campaigns in line with key markets

-Ensure regular upload of marketing campaigns into the CRM & SMS systems

-Identify, explore and manage partnerships/opportunities to expand customer database to acquire new high-profile clientele.

In charge of project management for CRM & SMS systems setup and new loyalty programs setup.

JOB RESPONSIBILITIES 

CUSTOMER COMMUNICATION CHANNELS

-Manage tactical and trigger Email Marketing strategy

-Develop SMS marketing for Guerlain and other new forms of database communication

-Grow Guerlain’s database in partnership with media agency and ecommerce team

DATA ANALYSIS & REPORTING

-Work on ad hoc reports of customer profiles and shopping patterns

-Analyze customer journey to increase experience and sales

DATABASE & LOYALTY

-Drive GUERLAIN data cleansing, usage, capture and enrichment

-Ensure always-on proper data accuracy and integrity

-Act as a gatekeeper of data privacy and ensure all staff follows the data privacy guideline and customer information is well protected

-Own the local, loyalty program experience and execution.

- Coordinate and align on logistics, purchasing and distribution of gifting procedure.

OMNI-CHANNEL RESPONSIBILITIES

-Point of contact for broader team for omni-channel clienteling

-Lead adoption and growth of BeeGuerlain Clienteling app in owned boutiques

CUSTOMER SERVICE

-Collaborate with Ecommerce Team and external customer service vendor on optimizing Customer Service experience and relationship

-Work with central team to optimize journey and customer experience through our hotline

• Minimum 5 years of professional experience, of which 3 in CRM projects, in business units or global organization, with Salesforce experience preferred.
• Fluent in English
• Proved creativity in client recruitment and development actions
• Strong analytical and statistical competencies required
• Knowledge of data infrastructure and data flows
• Strong project management skills with the ability in build collaboration relationship, willing to drive innovative and create ideas into implementation

LVMH Inc. uses the published salary range as a guideline to provide our employees with market competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance and tenure.

While the published salary range is a good faith reflection of the targeted salary level for the position, LVMH Inc. reserves the right to pay outside of the published salary range of  $100,000 - $110,000.00 USD.

This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

All your information will be kept confidential according to EEO guidelines.