Associate Manager, CRM

L'OCCITANE EN PROVENCE, founded in 1976 in the Provence region of France, is a worldwide brand that offers premium, natural-based, personal care and wellbeing Provencal products and services.  L'OCCITANE continues to grow, opening several new boutiques nationwide.  L'OCCITANE seeks to revive the Provencal way of life and traditions through high quality, effective personal care products as a great answer for natural well-being.

L’OCCITANE Group’s mission is to “empower entrepreneurs and communities to cultivate natural beauty and well-being and regenerate nature”. L’OCCITANE is also committed to sustainability for business, people & the planet, as well as respect of human rights, ethics principles and labor protection. All employees at L’OCCITANE must therefore implement the company’s mission and integrate the social, environmental, economic, and legal effects of their actions in their day-to-day job. In practice, this means that any employee at L’OCCITANE shall contribute to growing sales, regenerating nature, caring for our consumers & partners and supporting our employees. Both job descriptions & performance objectives shall explicitly reflect the employee’s contribution & impact to the triple bottom-line (business, people, planet).

L’OCCITANE is an equal opportunities employer. This means that, when making decisions about our employees’ careers with us, our main considerations are their ability to do their jobs and develop in their roles. One way we cultivate change is by creating a more diverse and inclusive workplace and organizational culture. As part of this, we are committed to building an environment that is free from discrimination and harassment where everyone feels respected and valued. We recruit positive-minded people who share our core values - entrepreneurship, team spirit, leading by example and authenticity – and our commitment to sustainability.

JOB SUMMARY:

The Associate Manager, CRM will be responsible for management and development of CRM initiatives to support ecommerce and brick & mortar sales objectives. Managing tactical and strategic tasks, the Associate Manager will be able to balance both analytical and strategic needs. This role will be responsible for assisting in the management of all executional and operational aspects of the CRM program as well as in the development, implementation and performance analysis of all Direct Mailers for the L’OCCITANE North America Business.

The role entails creating and launching direct mail (DM) campaigns, generating DM customer segments, tracking and reporting on channel performance and helping to create engaging, and revenue-generating communication campaigns.

JOB RESPONSIBILITIES:

• With leadership from Sr. Manager identify customer-focused journeys in order to increase loyalty, improve customer retention & reactivation, and drive sales growth (both online and in-stores)
• Analyze and present findings from marketing programs (and any related testing) to drive improved performance across channels. Manage weekly & monthly reporting on DM post-campaign metrics as well as any ad-hoc performance analysis.
• Work with brand and creative teams to ensure campaign assets planned, briefed, and completed on time, supporting increasingly personalized marketing campaigns. Ensure the accuracy of campaigns, including proper QA of copy, imagery, links and audience targets.
• Analyze and present findings from campaigns and testing to drive improved performance and streamline processes.
• Assist in partnering with analytics teams to identify the key drivers of engagement and identify actionable insights from customer data to continually improve CRM and personalization efforts at every touchpoint.
• Assist in developing and executing customer-centric initiatives and 12-month plans (SMS program roll out, DM creative testing, Offer testing) that will positively affect the company’s key business goals: recruiting new customers, retaining existing customers and reactivate lapsing customers.
• Oversee SMS program, with a goal to optimize performance while ensuring a great customer experience

KEY PERFORMANCE INDICATORS (US & CA):

• Deliver branded, customer-centric Direct Mail campaigns on time
• Accuracy & relevancy of all Direct Mail campaign performance analysis and tracking files
• Help deliver Direct Mail sales growth each fiscal year for both retail & web channels
• Ability to meet deadlines to thrive in a fast-paced work environment
• Customer database retention & reactivation

REQUIREMENTS:

EDUCATION: 

• BA / BSC in Marketing preferred

EXPERIENCE

• 1-2 years’ experience in Marketing or related field

• Passion for brands, products and consumers understanding
• Previous experience in beauty company is preferred

SKILLS

• A solid mix of analytical and creative skills,
• Must be proficient in MS Word, MS Excel, PowerPoint
• Detail and process-oriented. Comfortable managing multiple projects in a fast-paced, high growth environment
• Performance driven with strong attention to detail
• Strategic and analytical thinker who is comfortable thinking in terms of short and long-term goals
• Strong interpersonal skills and can collaborate effectively with relevant teams and people at all levels
• Excited to automate where necessary, tackle problems and grow our communications to be best-in-class

PHYSICAL & TRAVEL REQUIREMENTS

• One national travel/ year (vendor conference) in North America

All Applicants:

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