Job Title: Senior CRM Marketing  Executive
Department: Marketing
Reports to: Marketing & Digital Director

Implementing  successful CRM campaigns and programs for L’OCCITANE Australia by assisting in developing and implementing effective, robust and profitable CRM/ECRM marketing plans, maximising both traffic and sales revenue for boutiques and online. Reporting directly to the Marketing & Digital Director, the CRM Marketing Executive will be a core member of the marketing team. Responsible for managing the customer database, overseeing data processing and implementing different CRM and E-CRM campaigns, the CRM Marketing Executive will be the main point of contact for any database related enquiries.

CRM campaigns
  • Participate in the creation of the CRM strategy and CRM plan for the company, directly with the Marketing & Digital Director.
  • Implement appropriate and effective CRM campaigns (direct mailers, emails, catalogues, 3rd party on/offline partnerships, social media campaigns) to ensure business growth both online and offline.
  • Develop and implement all email/mailer marketing plans and campaigns for both brand communication and our VIP program, from design briefing, data segmentation and email builds through Neolane by Adobe.
  • Contribute to the development of the customer database/Passport to Provence Program and assist in increasing the increase of customer frequency and multichannel purchases (online and in-store).
  • Liaise with the International CRM team for CRM and database projects and implement these accordingly.
  • Generate customer segments for different CRM campaigns as well as supporting requests for data analysis reports.
  • Assist in enhancing and further improving the loyalty program (Passport to Provence) and prospecting via CRM initiatives in-store and online.
Reporting & analyzing
  • Monitor the success of email/direct mailing campaigns (relational, transactional and campaign based) and reporting on email metrics, optimising communications accordingly.
  • Analyse customer behaviour to make recommendations for future communications, assisted by a specialised agency.
  • Manage and set up KPI metrics for boutiques in relation to customer sign up targets
Customer data management
  • Continually improve data quality, manage and accurately maintain the database in order to establish an effective source of customer information and ensure that data from all systems are synchronised correctly.
  • Be responsible for all internal and external data related enquiries.
PERSONAL SPECIFICATION (Eg qualifications, experience etc.)
  • 2+ years’ experience in email marketing and database management
  • Experience with data segmentation and working with databases is preferred
  • Basic knowledge of html coding and tracking codes would be advantageous
  • Excellent understanding of current online marketing concepts, strategy and best practice
  • Excellent verbal and copywriting skills
  • Strong analytical skills and has experience particularly in Google Analytics or similar analysis tools
  • Proficient in MS Office programs (Outlook, Word, Excel, PowerPoint)
  • Tertiary qualifications in marketing, ecommerce or similar field is desirable
  • Experience with Adobe Photoshop is preferred
  • Previous experience in enterprise CRM systems (i.e. Adobe Neolane, Oracle Responsys, Salesforce Marketing Cloud etc)
Strong attention to detail
Strong organisational skills with the ability to define and meet project deadlines
Analytically minded and passionate about understanding customer behaviour in order to implement best practice
Team player
Ability to multi-task whilst remaining calm under pressure
Understand the digital and omni-channel landscape
Resilient and thrives in a fast-paced environment