The Estee Lauder Companies Aveda CRM & Loyalty Executive in London, United Kingdom
Aveda CRM & Loyalty Executive
Come join us! Aveda is a dynamic, creative and fun brand to work on which centres on connecting beauty, environment and wellbeing. We’re proud of our professional hairdressing heritage and of being the number one hair brand in retail! While we specialise in hair care, we offer other plant–based products—skin care, makeup, pure-fume™, aromas and lifestyle—that are all professionally developed, clinically tested, and go to exceptional lengths to be respectful of the earth.
This role offers a fantastic opportunity to work in a business that puts our guests and the environment at the heart of everything we do - all within a beautiful central London office with great work/life balance and benefits. The successful candidate will have advanced Excel skills and be confident working with large databases, pulling data, segmenting it and sharing regular analysis.
We’re seeking an experienced CRM and loyalty marketing expert with a broad understanding of omni-channel consumer data. The role will involve designing strategies to improve customer retention, drive customer acquisition and manage the omni-channel CRM KPIs of the business. The role involves a lot of cross-functional collaboration with our Online, Salon and Retail teams as well as working with our global brand CRM team and leveraging opportunity for CRM with retail partners.
Key responsibilities include:
Manage the ideation, development and implementation of Aveda GRM (Guest Relationship Management) strategy to maximise customer engagement, retention and revenue.
Manage the development and deployment of all CRM initiatives to drive personalised, engaging guest experiences.
Manage omni-channel consumer segmentation and ad hoc analysis to develop a deep understanding of consumer purchasing behaviours.
Manage all email marketing programmes, customer lifecycle communications and trigger programmes to drive guests to stores and online.
Manage the Aveda ‘Pure Privilege’ (PP) Loyalty Programme in the UK along with driving the new Loyalty App in stores, online and in salons.
Manage monthly GRM and Pure Privilege reporting to monitor monthly brand performance and deliver optimisations.
Champion continuous improvement of our CRM campaigns and measure the performance of all programmes.
Establishes and maintains excellent relationships with cross-functional teams (Online, Sales, Retail, Salons, Customer Services and US Pure Privilege Team).
Work closely with key retail partners such as John Lewis and Brown Thomas to drive their guest acquisition, retention and loyalty. Develop a tailored CRM approach for all key partners and implement successfully to grow the Aveda business.
Ad-hoc duties as required by the UK Marketing Manager
Strong in-house CRM experience with proven success in researching and delivering programmes and implementing effective direct marketing communication. Experience implementing email strategies, planning campaigns, set up, testing, execution, reporting and optimisation.
Advanced skills in MS Excel (Pivot Tables, VLookup, etc.)
Experienced performing analytics, segmentation, and data mining using SQL, SAS or similar package
Understanding segmentation and profiling of guest databases to create targeted campaigns which are constantly monitored and adapted as required to drive brand engagement, loyalty, revenue and retention. Familiarity with related data analysis techniques.
Highly analytical and strategic thinker (makes quick, fact-based decisions)
Strong relationship management and interpersonal skills
Innovative and creative thinking
Comfortable with public speaking and presenting
Ability to own tasks and deliver results with minimal supervision
Experience in the beauty industry or on a premium / digital led brand is beneficial.
Primary Location: Europe, Middle East, Africa-GB-ENG-London
Job Type: Standard
Shift: 1st (Day) Shift
Job Number: 190521