The Estee Lauder Companies CRM Assistant, Clinique in London, United Kingdom

CRM Assistant, Clinique

Brand: Clinique

Description

OVERVIEW:

In an increasingly competitive Beauty Market, CRM is playing an ever more pivotal role in helping to develop customer relationships to ensure long term loyalty and value to the brand. Clinique boasts an impressive customer database. Combining that with iconic products and sector-leading customer experience, the CRM team plays a pivotal role in ensuring that new and existing Clients are aware of Clinique’s unique brand pillars to ensure they are staying engaged with the brand.

This candidate will primarily be responsible for supporting with campaign level communication, ongoing lifecycle programmes, retailer specific activity and general CRM support tasks. However, there will also be scope for the candidate to have some exposure to CRM data management and consumer insights which is growing area for the CRM team.

KEY ROLES & RESPONSIBLITIES:

CRM COMMUNICATIONS

  • Maintenance of monthly CRM calendar ensuring that all key launches, promotional and evening activities are taken into account and supported with relevant CRM communication

  • Responsibility to work with internal and external creative agencies to ensure that all emails and direct mails are creative and engaging, whilst maintaining brand guidelines

  • Liaising with external email and direct mail agencies to ensure that all communications are briefed in, tested and deployed on time

  • Develop detailed campaign plans for key launches to ensure that all messaging, creative, CTA’s and objectives are being addressed from a CRM point of view

  • Liaise with data insights to ensure that all campaigns are analysed and assessed in a timely manner, and ensure that any key insights are taken into account for future campaigns

CRM PROGRAMMES

  • Organisation of NCC Welcome Programme. Weekly data runs, maintenance of creative and internal communication

  • Maintenance of Birthday programme and other ‘Surprise and Delight’ initiatives

  • Management of brand new ‘Lapsed Programme’. Opportunity to develop brand new programme using key data, insights and testing to develop launch plan

  • Management of all samples related to CRM programmes

RETAILER COMMUNICATION

  • Assist in development of CRM communication related to any specific retailer activity

  • Assist in management of retailer specific CRM communication calendars

  • Opportunity to work with retailer partners to develop Prospecting Initiatives and Lifecycle Programmes using 3 rd party data

CLINIQUE BY INVITATION

  • Fulfilling the Clinique by invitation (CBI) loyalty program exclusive to Selfridges

  • Manage the stock levels for all of the rewards and collateral in store including arranging quarterly redresses for Level1 and Level2 to be shipped direct to store

  • Main point of contact for all ad hoc requests

  • Resolve all customer complaints and delays to ensure consumers receive their gifts

  • Liaise with team to raise orders for Level 4 rewards to ensure these are delivered direct to consumers address

  • Update CBI program every year to ensure rewards stay innovative and relevant, complete regional training and cascade new information to all Selfridge’s doors and field on new program.

GENERAL

  • Work ad hoc with Insights resource to understand how data can be used to further develop CRM communications and campaigns

  • Ensure all activities are communicated to the Field Sales Teams and stores

  • Maintain and update all budget documents and responsibilities raising PO’s

  • Managing brand update and cascading of information to the field

Qualifications

  • Have experience with segmentation, Omni-channel marketing & response analysis

  • Have experience proposing, designing, launching and analysis email marketing communication/campaign. Experience in email building is advantageous but not essential

  • Having experience managing direct mail communications, as well as with the deployment agencies is advantageous but not essential

  • Copy-writing and/or creative experience would be advantageous

  • Have experience working with a CRM analytical tool or similar programme and/or capable of learning to work with new systems quickly

  • Have an understanding of and passion for the luxury and beauty industries

  • Be a self-starter and able to work autonomously, driving momentum on projects and planning proactively future activities

  • Thrive in a fast paced environment, able to juggle multiple projects and work to tight deadlines whilst maintaining a superb eye for detail

  • Have excellent communication skills, both verbal and written and specifically have a high level of grammatical accuracy with written communication

  • Be comfortable working with people at all levels of the organisation and able to develop strong working relationships across the brand/corporation

  • Be able to demonstrate excellent computer skills (Microsoft Outlook, Word, Excel and PowerPoint all essential)

Job: Marketing

Primary Location: Europe, Middle East, Africa-GB-ENG-London

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Job Number: 184122