CRM & Performance Analysis Specialist - Kérastase
L'Oréal
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Job Description
About L'Oréal
Come join us at L’Oréal – the #1 beauty company in the world, spread across more than 150 markets worldwide! We've been leading the beauty industry for over 100 years, constantly evolving with the help of data, tech, innovation, and some serious science power. Together, we tackle big challenges while making sure we stay highly committed to making the world more inclusive and a better place for everyone & our planet. So, let's team up and create the beauty industry of the future together!
Who We Are: L'Oréal Professional Products Division (PPD)
The L'Oréal Professional Products Division (PPD) is a global leader in the beauty industry, dedicated to providing exceptional haircare solutions to salon professionals and their clients. With renowned brands like L'Oréal Professionnel and Kérastase, the division offers a comprehensive range of innovative products and tools that empower hairdressers to unleash their their creativity and deliver outstanding results. Through cutting-edge research, advanced education programs, and a commitment to sustainability, the division sets new standards in the industry, driving excellence and elevating the artistry of hairdressing. With a focus on collaboration, technical expertise, and trend-setting innovation, the Professional Products Division continues to shape the future of professional haircare, inspiring professionals and clients worldwide.
A Day In The Life as a CRM & Performance Analysis Specialist - Kérastase
Drive Kérastase brand’s online sales and development of an excellent user experience and build CRM strategy by analyzing consumer journeys across each sales platform (ECOM/SALON). Contribute to brand profitable growth by designing and implementing local CRM solutions to engage, retain, upsell & recruit consumers and leverage insight and data. By analyzing consumer data existing in the market and company, you will suggest meaningful data for both Marketing and E-commerce Teams.
CORE WORK ACTIVITIES
Build CRM Yearly Plan and Analyze Global Consumer’s Journey
- Plan and deliver local CRM strategies across the brand, encouraging customer retention and customer loyalty, promoting the brand and new products.
- Through Customer Journey Mapping, understand consumer path to purchase for each platform and provide solutions for improvement.
- Partner and collaborate with cross-functional teams (Marketing, E-commerce, CDMO, and IT) to implement CRM tools and services that fit the brand’s business.
Manage the Local CRM Platform
- Drive customer acquisition, retention, and growth through digital marketing and a seamless customer experience online, including managing CRM and loyalty programs and ensuring delivery.
- Activate the right business drivers by tracking and drawing conclusions from specific e-commerce KPIs (unique visitors, conversion rate, profit optimization).
- Follow up on MBB launching and build member activation plans with each E-Key Account Manager.
- Build Lounge member activation plans on yearly and quarterly bases, collaborating with the Naver E-Key Account Manager.
Manage the Local CRM & Consumer | Client (Salon) Data
- Manage and monitor data acquisition strategy in line with Group recommendations.
- Provide Salon channel analysis & segmentation by leveraging Shinhan Card data.
- Adapt strategy to fit with the nuances of local e-commerce markets and leverage best practices across geographies.
- Ensure the database is segmented effectively for targeted marketing activities in respect to local behaviors (e.g., Consumer segmentation, Targeting Coupon, Message optimization).
KNOWLEDGE, SKILLS, AND ABILITIES
- Ability to analyze consumer journeys and performance through data analytics tools (e.g., Google GA).
- Analytical and strong problem-solving skills to assess challenging situations and develop proactively effective solutions.
- Ability to communicate effectively among diverse related functions and teams.
- Work with a spirit of enthusiasm, teamwork, cooperation, and a sense of urgency.
- Ability to multi-task efficiently multiple priorities and prioritize all with various deadlines.
Key skills/competency
- CRM Strategy Development
- Performance Analysis
- Consumer Journey Mapping
- Data Analytics
- Google Analytics (GA)
- Customer Retention
- Loyalty Program Management
- Digital Marketing
- E-commerce KPI Tracking
- Cross-functional Collaboration
How to Get Hired at L'Oréal
- Research L'Oréal's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume for CRM & Performance Analysis: Highlight specific achievements in CRM strategy, data analysis, and e-commerce performance.
- Showcase your Kérastase brand knowledge: Demonstrate understanding of luxury haircare, professional salon channels, and consumer insights.
- Prepare for data-driven interviews: Be ready to discuss how you leverage consumer data, CRM platforms, and performance KPIs (like Google GA).
- Network with L'Oréal professionals: Connect with current and former employees on LinkedIn to gain insights into the company and role.
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