Position Description

Job Title: Senior CRM Manager
Department: Marketing
Reports to: Marketing Director


This position is responsible for designing and planning the CRM strategy for L’OCCITANE, by implementing the new CRM Eco System to accelerate the digital brand transformation in Australia.  Based on delivering accurate data, you are required to define and implement successful CRM campaigns and programs to grow life time value and return on investment, always with an Omni channel mindset.
Reporting to the Marketing Director, the Senior CRM Manager will build our customer retention and loyalty, analyse touchpoints within the organisation and maximise commercial opportunities.  
This role has one direct report, therefore leading, mentoring and coaching of the Executive is also an important aspect of the role.


Business Development
  • Lead the implementation of Edenred - our new CRM Eco System, while working closely with our APAC internal teams and local stakeholders
  • Launch clienteling - one of the key pillars of our “social selling” project
  • Introduce and manage mobile/SMS CRM. Manage EDMS, email, mobile/SMS CRM, according to customer profile, providing recommendations on what should be adapted to various customers
  • Develop partnerships with other brands and loyalty programs to drive traffic and grow our user base
CRM Campaigns
  • Develop and plan CRM strategies to build customer loyalty and increase lifetime value
  • Together with the Marketing Executive, develop and manage all CRM campaigns, from design briefing, data segmentation and email builds through Adobe Campaign
  • Automate CRM Campaigns
  • Liaise with the International CRM team for best practice sharing
  • Create engagement and retention marketing strategies and be responsible for maximizing sales and continuous improvement of processes and initiatives
  • Review and enhance current loyalty program to ensure a stream of high quality leads
  • Develop testing strategies
  • Work in close partnership with the Head of ECOM and digital team.  

Reporting and Analysis
  • Establish relevant KPIs for CRM and create a report dashboard to make informed decisions based on accurate analysis
  • Calculate return on investment of campaign based on a controlled group to make appropriate recommendations as necessary
  • Customer journey mapping, analysing touch points and maximising commercial opportunities.
Customer Data Management
  • Accountable for the customer database with appropriate datamining and segmentation by defining customer groups
  • Database segmentation for targeted marketing activities
  • Supervise the on-boarding of new customer information
  • Review deduplication rules to ensure that data is clean, up to date and reliable
  • Be responsible for maximising sales and improving existing database



  • A minimum of 8 years end to end CRM experience, with at least 2 years in a senior/management position leading a team. Must also have a strong background in customer acquisition, re-engagement and retention strategies.
  • Experience in the retail industry is advantageous
  • Systems experience - Adobe Tableau is preferred
  • Hands on experience with CRM system implementation
  • Strong experience with Marketing automation tools
  • Hands on experience with Data Mining


  • Analytically minded and passionate about understanding customer behaviours in order to implement best practices
  • Data driven mindset with a well-rounded commercial understanding in addition to an in-depth knowledge of marketing and analytics
  • Ability to multi-task whilst remaining calm under pressure
  • Understand the digital and omni-channel landscape
  • Resilient and thrives in a fast-paced environment
  • Ability to give and receive feedback
  • Team player with good interpersonal and communication skills
  • Strong leadership and management skills
  • Entrepreneurial skills and strong initiative to enhance the business and implement further efficiencies

APPLY NOW via email