Head of CRM & Omni Media | London
For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.
Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.
We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.
Role purpose
The Global Head of CRM & Omni Media will be responsible for developing the Global CRM and Omni Media Strategy to ensure a seamless customer journey across the different touchpoints. This role will also be responsible for leading and developing Aesop's first Loyalty program, to effectively build the customer lifetime value and improve across CRM metrics such as recruitment, retention, and repeat rates. The strategy will entail clear investment guidelines that are tailored to specific category and Zone needs.
It requires strong stakeholder management and effective collaboration with cross-functional teams to ensure alignment, seamless integration, and the successful implementation of CRM and Loyalty programs, along with the media GTM transition.
Role responsibilities include, but are not limited to -
CRM & Loyalty
Responsible for the CRM Global strategy, and targeting setting Global, Zones and Market teams Build Aesop Loyalty program with close collaboration across the different stakeholders including Marketing, Business, online & offline teams Be the champion to drive CRM as top of agenda across all Market teams Identify data enrichment opportunities to enable more behavioral and interest-based segmentation for triggered journeys Integration support - work cross-functionally to ensure smooth CRM and data integration and in future, work with External Agencies/ Beauty Tech Instill & demonstrate strong data approach to segmentation, understanding the customer equation and priorities Build strong relationship and connection with Aesop customers through crafting effective triggers and campaigns and activations that drive customer engagement Support Clientelling playbook with retail team and identify any group technology solution to support this initiative to avoid fragmentation Omni Media Develop and define the omni media global frame (Paid/ owned/ earned) Define investment frame for DMI, Zone and markets by category dimension and define objectives Upskill Marketing/ Creative teams on platform requirements, best practices, always-on creative needs to support the different media channels in different Zones Foster close working relationship between media and CRM to activate 1P data to drive engagement Innovation, Technology & Trends Strong understanding of current L'Oreal and Aesop CRM and loyalty technology stack to maximize program effectiveness Stay in step with trends and new formats, identify new opportunities and pilot markets and zones to garner quick learnings Reporting & Data CRM, Loyalty, Media reporting and distill key takeaways Tool deployment and adoption - reporting/ dashboards, cockpit, opera (Shared responsibilities) Key Deliverables CRM & Loyalty Global frame and strategy Data Activation & Acquisition across online and offline touchpoints Develop the Content Strategy that will drive the program's success (media, CRM & Loyalty) Deliver digital-first formats that are relevant to the zones through collaboration with Creative/ Marketing DMI teams Share and scale best practices across the markets Manage media partnership relationships to stay current with new formats and platform evolutions Foster and develop deep correlation between media and CRM teams to drive channel effectiveness This is a full-time position operating with a hybrid working pattern.
What we are looking for Open mindset and deep curiosity seeking to understand others, listen without judgement and act on diverse perspectives Commitment to fostering an inclusive and psychologically safe work environment Deep understanding of P&L investment to support investment frames for CRM & Media Strong project management & people management skills, to drive multiple workstreams and senior stakeholder management Strong presentation skills and demonstrate clear understanding of data and insights to drive decision-making
#J-18808-Ljbffr
For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.
Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.
We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.
Role purpose
The Global Head of CRM & Omni Media will be responsible for developing the Global CRM and Omni Media Strategy to ensure a seamless customer journey across the different touchpoints. This role will also be responsible for leading and developing Aesop's first Loyalty program, to effectively build the customer lifetime value and improve across CRM metrics such as recruitment, retention, and repeat rates. The strategy will entail clear investment guidelines that are tailored to specific category and Zone needs.
It requires strong stakeholder management and effective collaboration with cross-functional teams to ensure alignment, seamless integration, and the successful implementation of CRM and Loyalty programs, along with the media GTM transition.
Role responsibilities include, but are not limited to -
CRM & Loyalty
Responsible for the CRM Global strategy, and targeting setting Global, Zones and Market teams Build Aesop Loyalty program with close collaboration across the different stakeholders including Marketing, Business, online & offline teams Be the champion to drive CRM as top of agenda across all Market teams Identify data enrichment opportunities to enable more behavioral and interest-based segmentation for triggered journeys Integration support - work cross-functionally to ensure smooth CRM and data integration and in future, work with External Agencies/ Beauty Tech Instill & demonstrate strong data approach to segmentation, understanding the customer equation and priorities Build strong relationship and connection with Aesop customers through crafting effective triggers and campaigns and activations that drive customer engagement Support Clientelling playbook with retail team and identify any group technology solution to support this initiative to avoid fragmentation Omni Media Develop and define the omni media global frame (Paid/ owned/ earned) Define investment frame for DMI, Zone and markets by category dimension and define objectives Upskill Marketing/ Creative teams on platform requirements, best practices, always-on creative needs to support the different media channels in different Zones Foster close working relationship between media and CRM to activate 1P data to drive engagement Innovation, Technology & Trends Strong understanding of current L'Oreal and Aesop CRM and loyalty technology stack to maximize program effectiveness Stay in step with trends and new formats, identify new opportunities and pilot markets and zones to garner quick learnings Reporting & Data CRM, Loyalty, Media reporting and distill key takeaways Tool deployment and adoption - reporting/ dashboards, cockpit, opera (Shared responsibilities) Key Deliverables CRM & Loyalty Global frame and strategy Data Activation & Acquisition across online and offline touchpoints Develop the Content Strategy that will drive the program's success (media, CRM & Loyalty) Deliver digital-first formats that are relevant to the zones through collaboration with Creative/ Marketing DMI teams Share and scale best practices across the markets Manage media partnership relationships to stay current with new formats and platform evolutions Foster and develop deep correlation between media and CRM teams to drive channel effectiveness This is a full-time position operating with a hybrid working pattern.
What we are looking for Open mindset and deep curiosity seeking to understand others, listen without judgement and act on diverse perspectives Commitment to fostering an inclusive and psychologically safe work environment Deep understanding of P&L investment to support investment frames for CRM & Media Strong project management & people management skills, to drive multiple workstreams and senior stakeholder management Strong presentation skills and demonstrate clear understanding of data and insights to drive decision-making
#J-18808-Ljbffr
