EC CRM Manager
About the role
ROLE
- Planning and delivering E-CRM strategies to achieve the company’s goals and objectives.
- Driving customer-centric initiatives across online channels to maximize acquisition, retention and lifetime value.
- Bridging data insights with business goals to cultivate long-term brand loyalty and fuel sustainable growth in a fast-paced digital landscape.
- Manage end-to-end client relations, ensuring a premium brand experience
MAIN TASKS
- Develop and lead the comprehensive ECRM strategy and annual roadmap, aligning CRM initiatives with overall EC business objectives and brand calendar milestones.
- Plan, execute and optimize ECRM campaigns to maximize new customer acquisition and enhance repeat purchase behavior through targeted segmentation and personalized communications.
- Design and implement loyalty programs and member systems that strengthen connection and drive long-term customer repeat & retention.
- Data analytics for continuing optimization and KPI improvement
- Closely work with different departments including eco operation, IT and brand CRM teams for fruitful coop results
- Manage consumer complaints and navigate call center to provide customer services
- Manage vendors and agencies. Budget control, follow PO process, payment process, etc.
Qualifications & Skills
- Bachelor or above degree required, along with a proven track of CRM success.
- Minimum 6 years’ working experience in CRM or customer operation role with at least 3 years’ extensive EC experience.
- Strong analytical skills and experience on E-market understanding
- Familiar with statistical reports, consumer behaviour and sales data analysis.
- Fluent English both in verbal and written.
- Beauty or Luxury experience is a plus.
KEY COMPETENCIES
- Result driven with customer focus
- Teamwork oriented with ability to multi-task
- Well organized, good communication skills and interpersonal skill
- Humility and Harmony
About Guerlain
Welcome to Guerlain, House of Wonders.
Since 1828, Guerlain has always been about revealing wonders – through the crafting of exceptional, audacious fragrances and beauty creations, but also through the development of exceptional, audacious talents.
Through all our products, experiences and commitments, we look ahead and embrace the Art of creating endless wonders of beauty that are ever more respectful of nature and the world's diversity. For our customers and for generations to come.
Guerlain is the House of Wonders.
Animated by a timeless soul our House is more than just a simple brand. We are a place of transmission. We are a destination for talents.
At Guerlain, our teams don’t just come to work. They come to imagine, invent, create, craft, learn, sublimate… They come to reveal wonders.
At the crossroad of luxury, sustainability and art, our collective quest is running at a fast pace.
Come help us craft, elevate and accelerate our future. We’ll do the same to yours.
Our commitment to you is to create an environment in which you will be empowered and grow as a professional, individual and citizen.
You reveal the wonder in us. We reveal the wonder in you.
Together, we...
1/ INVENT BEAUTY'S NEXT WONDERS Working at Guerlain is shaping beauty ahead of time.
2/ IMAGINE A MORE BEAUTIFUL WORLD Working at Guerlain is protecting and transmitting the world’s beauty to the next generations.
3/ ELEVATE ALL OF BEAUTY'S HIGH ARTS Working at Guerlain is defining the codes or ultimate Beauty.
4/ REVEAL LIMITLESS BEAUTY, INSPIRED BY THE WORLD'S DIVERSITY Working at Guerlain is unleashing your full potential to reveal your uniqueness.
5/ COMPOSE YOUR FUTURE'S UNIQUE FORMULA Working at Guerlain is driving your own path while activating a limitless playground.
EC CRM Manager
About the role
ROLE
- Planning and delivering E-CRM strategies to achieve the company’s goals and objectives.
- Driving customer-centric initiatives across online channels to maximize acquisition, retention and lifetime value.
- Bridging data insights with business goals to cultivate long-term brand loyalty and fuel sustainable growth in a fast-paced digital landscape.
- Manage end-to-end client relations, ensuring a premium brand experience
MAIN TASKS
- Develop and lead the comprehensive ECRM strategy and annual roadmap, aligning CRM initiatives with overall EC business objectives and brand calendar milestones.
- Plan, execute and optimize ECRM campaigns to maximize new customer acquisition and enhance repeat purchase behavior through targeted segmentation and personalized communications.
- Design and implement loyalty programs and member systems that strengthen connection and drive long-term customer repeat & retention.
- Data analytics for continuing optimization and KPI improvement
- Closely work with different departments including eco operation, IT and brand CRM teams for fruitful coop results
- Manage consumer complaints and navigate call center to provide customer services
- Manage vendors and agencies. Budget control, follow PO process, payment process, etc.
Qualifications & Skills
- Bachelor or above degree required, along with a proven track of CRM success.
- Minimum 6 years’ working experience in CRM or customer operation role with at least 3 years’ extensive EC experience.
- Strong analytical skills and experience on E-market understanding
- Familiar with statistical reports, consumer behaviour and sales data analysis.
- Fluent English both in verbal and written.
- Beauty or Luxury experience is a plus.
KEY COMPETENCIES
- Result driven with customer focus
- Teamwork oriented with ability to multi-task
- Well organized, good communication skills and interpersonal skill
- Humility and Harmony
About Guerlain
Welcome to Guerlain, House of Wonders.
Since 1828, Guerlain has always been about revealing wonders – through the crafting of exceptional, audacious fragrances and beauty creations, but also through the development of exceptional, audacious talents.
Through all our products, experiences and commitments, we look ahead and embrace the Art of creating endless wonders of beauty that are ever more respectful of nature and the world's diversity. For our customers and for generations to come.
Guerlain is the House of Wonders.
Animated by a timeless soul our House is more than just a simple brand. We are a place of transmission. We are a destination for talents.
At Guerlain, our teams don’t just come to work. They come to imagine, invent, create, craft, learn, sublimate… They come to reveal wonders.
At the crossroad of luxury, sustainability and art, our collective quest is running at a fast pace.
Come help us craft, elevate and accelerate our future. We’ll do the same to yours.
Our commitment to you is to create an environment in which you will be empowered and grow as a professional, individual and citizen.
You reveal the wonder in us. We reveal the wonder in you.
Together, we...
1/ INVENT BEAUTY'S NEXT WONDERS Working at Guerlain is shaping beauty ahead of time.
2/ IMAGINE A MORE BEAUTIFUL WORLD Working at Guerlain is protecting and transmitting the world’s beauty to the next generations.
3/ ELEVATE ALL OF BEAUTY'S HIGH ARTS Working at Guerlain is defining the codes or ultimate Beauty.
4/ REVEAL LIMITLESS BEAUTY, INSPIRED BY THE WORLD'S DIVERSITY Working at Guerlain is unleashing your full potential to reveal your uniqueness.
5/ COMPOSE YOUR FUTURE'S UNIQUE FORMULA Working at Guerlain is driving your own path while activating a limitless playground.