CRM Manager

Reporting to the Head of Ecommerce & CRM - Nordics, you will be responsible for growing our direct-to-consumer business in 4 Nordic markets (Sweden, Norway, Denmark and Finland) by increasing the revenues from our own channels. You will be developing customer engagement, loyalty and lifetime value by building our online loyalty program and communicating with customers through all of our owned touchpoints such as emailsor SMS.

You will ensure excellence in all communication to our customers, from developing newsletters, to coordinating a strong engagement plan, to ensuring qualitative customer care levels, and to analyzing and improving our customer journeys.

Develop customer value

• Define, explain and coordinate data capture for all touchpoints ( Ecommerce/ own database)
• Define and implement Contact plan (relational & commercial), on all channels
• Build and roll out of all our CRM plans & activations
• Implement, measure performance and optimize loyalty program (welcome/ rewards to be forecasted, and VIC management)
• Provide a consistent 360° customer view by coordinating all levers of customer’s point of contact ( on site, social media, email, customer care, … )

CRM Campaign management

• Manage the operational execution of campaign production (creative briefs, deployment, tracking, optimization & reporting), make sure all campaigns launch on time across all channels as per the planned defined by Ecommerce manager
• Content ocalization
• Newsletter HTML production in BadSender
• Campaigns and targeting set up in Adobe Campaign (animation/ loyalty/ triggered and specific campaigns)
• Troubleshoot any campaign issues with our technical team or any platform customer service ( Sinch, Bad Sender, Email On Acid…)

Customer care

• Work with our customer care center and our internal 2nd level of customer contact to ensure an excellent customer service
• Optimize customer service processes
• Understand and pass on issues to ensure the best customer experience and user journey based on Customer Care feedback as well as Social Media feedback
• NPS and CSAT management & action-plan
• Be the escalation point for complex Customer Care requests and be able to directly manage customers’ requests related to some topics

Manage Business Performance

• Analysis based on customer data to understand our customer’s dynamics
• Campaign performance analysis (email /sms) on a weekly, monthly and yearly basis - contribute to Reports and Business Review presentation

Organisational & New Projects

• Monitor competitor activity on a regular basis, aid with occasional market-research
• Testing & implementation of new features

Set up the right governance

• Participate to the budget process: update & follow up (including costs of rewards, materials, customer events, contents)
• Contribute to the strategy (with insights on our clients for Mkt/E-store team & with campaigns analysis & recommendations)
• Set up CRM/Owned Media committees to share CRM action plans with the E-store & Paid Media teams as well as regional teams

• Must have a strong customer centric mindset
• Open and digitally-minded
• Goal-oriented, solution finder
• Multi-tasker that can drive many projects at the same time with ability to work in a fast-moving environment
• Eye for detail ensuring high standards in content development and implementation
• High sense of ownership and autonomous
• Great team player yet confident in managing tasks independently
• Solid verbal and written communication skills
• Embodying Clarins values (Respect, Engagement, Cooperation, Audacity, Passion) skills

• Bachelor of science, business or marketing
• First experience in CRM required (min 4 years)
• Digital marketing skills (a plus)
• English + at least one local language a strong plus: ideally Swedish, or Norwegian or Danish