Digital & CRM Manager

Digital & CRM Manager position available. Role Overview:

This role requires staying current with trends in CRM, loyalty, and digital marketing, blending marketing (the “why”) with technical expertise (the “how”) to deliver impactful results. You will leverage customer data and touchpoints to enhance the overall digital experience and drive loyalty across all channels. You will manage both short-term campaigns and long-term strategies in a dynamic, deadline-driven environment.

Key Responsibilities:

• CRM Strategy Development: Develop and execute a CRM strategy focusing on personalization, education, and customer engagement, in alignment with Dermalogica’s brand values.
• Brand Loyalty: Foster brand loyalty across touchpoints, driving initiatives that keep the customer at the center of our efforts.
• Strategy Alignment: Align with local and global CRM strategies, collaborating with ecommerce, retail, and brand CRM teams to define annual CRM, loyalty, and omnichannel initiatives across categories and channels.
• Campaign Oversight: Oversee omnichannel and loyalty-focused marketing campaigns, ensuring effective segmentation, personalization, and embedding CRM best practices.
• Data-Driven Insights: Collaborate with cross-functional teams to develop a deep understanding of our customers and use data-driven insights to personalize engagement.
• CRM Process Development: Develop scalable CRM processes that enhance 1-to-1 consumer engagement and streamline CRM operations.
• Ecommerce Collaboration: Work closely with the Ecommerce Manager and agency to enhance the on-site experience, utilizing CRM data for improvements.
• Traffic Boost: Develop strategies to increase traffic through paid and organic channels, driving direct website engagement.
• Ad Campaign Management: Lead the management and optimization of ad campaigns with the agency (Google Ads, Facebook Ads), ensuring ROI maximization.
• Marketing Calendar: Oversee the integrated marketing calendar to ensure digital and CRM initiatives align with broader ecommerce and marketing goals.
• Content Management: Manage campaigns across email, blog, website, and social media, partnering with the agency to optimize content.
• Email Marketing Strategy: Lead email marketing strategy, leveraging automation, personalization, and segmentation to optimize the customer journey.
• Website Audits: Regularly audit the website to ensure a seamless user experience and implement functionality improvements.
• Product Merchandising: Manage product merchandising across digital touchpoints, optimizing categorization and navigation for the best customer experience.
• Creative Briefing: Own the creative briefing process for digital channels, ensuring assets align with Dermalogica’s brand values, trends, and enhance engagement.
• Budget Management: Monitor digital and CRM spend, ensuring effective budget management and ROI across digital tools.
• Rewards Program Management: Manage Dermalogica’s rewards program, boosting repeat purchases, average order value (AOV), and customer lifetime value (LTV).
• Personalized Messaging: Use RFM analysis to deliver targeted, personalized messaging and refine testing strategies for better performance.
• Performance Reporting: Provide regular performance reports, leveraging tools like Google Analytics and RetentionX to track KPIs such as conversion rates, repeat purchase rates, and customer lifetime value.
• Ecommerce Platform Updates: Ensure 3pi and retailer.com ecommerce platforms are updated with the latest innovations, product listings, and promotional activities.
• Sales Support: Serve as the custodian of 3pi and retailer.com ecommerce sales, supporting the trade marketer with necessary information to drive sales.

Required Skills & Qualifications:

• Bachelor’s degree in Business, Marketing, Digital, or related field.
• 5+ years of experience in CRM and digital marketing, with 2+ years in project management.
• Demonstrable knowledge of CRM data management processes and tools; familiarity with Adobe Campaign is an advantage.
• Experience with loyalty programs and driving customer engagement is highly desirable.
• Ability to balance marketing strategy with technical know-how to drive digital and CRM initiatives.
• Results-oriented with strong problem-solving skills, decision-making abilities, and the ability to inspire teams.
• Strong creative eye with a focus on improving assets and staying ahead of trends.
• Proficiency in digital marketing tools like Google Ads, Facebook Ads Manager, CRM systems, and web content management platforms.
• Strong analytical mindset with experience in Microsoft Excel, Google Analytics, for data-driven insights.
• Proactive, strategic thinker with a passion for driving business growth.
• Strong English communication skills, both written and verbal, with the ability to collaborate across departments.

Competencies:

• Analyzing
• Entrepreneurial and commercial thinking
• Delivering Results & Meeting Customer Expectations
• Deciding and Initiating Action