The role
CDI to be filled as soon as possible
Based in Paris 17
As part of the International CRM team, your mission will be to build and elevate the brand’s CRM capabilities to provide a high-level of service & excellent customer experience. You will capture and leverage customer data throughout the omnichannel journey to personalize this experience. In close collaboration with the 4 CRM & E-commerce regional teams (America, Asia, Europe, Future Growth Markets) and the global teams in Paris (IT, Digital, Retail) you will play a key role in the specification, testing, deployment, and operational phases of Clarins’ CRM solutions. Terms like segmentation, targeting, personalization, use cases, functional specifications, campaign tracking, data flows and tables, ticket management, UAT and backlog will be part of your daily routine.
What you’ll do
Lead CRM Solutions
- Drive key CRM solutions: Customer Data Platform (CDP Imagino), Net Promoter Score (NPS Qualtrics)
- Be the business lead across all project phases: define business requirements, write functional specifications, coordinate development and follow-up, manage testing and UAT, provide training and change management support, maintain up-to-date documentation
- Work closely with IT teams to manage the technical implementation of CRM solutions
- Actively participate in other CRM solutions : Adobe Campaign, Clienteling, RCU, Loyalty Program
- Maintain a comprehensive view of all CRM projects, identifying dependencies and their impact on customer experience
Data Management & Performance Analysis
- Ensure the quality and consistency of customer data within CRM solutions
- Collaborate with IT and Analytics teams to optimize data collection and usage
- Leverage CRM and digital data to target specific audiences and activate them on Marketing Automation tool (Adobe Campaign) and media platforms
- Monitor the performance of CRM solutions: analyze user behavior and provide actionable insights for CRM projects
- Communicate KPIs and insights to all stakeholders
Market Coordination and Support
- Understand regional market needs and priorities
- Support the deployment of CRM solutions in different regions/countries
- Challenge and validate regional/country requests
- Proactively suggest improvements and action plans
- Monitor best CRM practices