CRM & Market Coordination Manager (M/F)

il y a 3 jours

Boulevard de Montmorency Paris France Lacoste Temps plein

Context

Within the Data & Client HQ Team, the Global Client Strategy Team ensures on a worldwide level the Client Strategy & the Coordination with markets.

The Global Client Strategy Team works transversally with following teams:

- The other Data & Client Teams : Customer Analytics & Experience teams

- The other business teams : Campaign Management, Social Media, Media, Digital Flagship, Retail, etc

- The Product Category team

- The business teams in the markets (Marketing Directors & CRM Managers)

- IT teams

Reporting directly to the Global Client Strategy Senior Lead, we are hiring a CRM & Loyalty Manager, for whom principal missions are:

Overall mission:

As CRM & Loyalty Manager, your job is to convert marketing data into useful client insights that drive business value. Your responsibilities include analyzing the information to gain a better understanding of the client, producing strategic loyalty recommendations for markets.

Missions in detail:

CRM & Loyalty Business monitoring

  • Performance monitoring of our key loyalty KPIs (recruitment, repurchase, retention, stability)
  • Clients' feedback monitoring (satisfaction drivers & painpoints) through our Customer Voice platform
  • Crafting of omnichannel Client Strategies & action plans based on the activity plan to achieve business goals
  • Action plan results analyse & recommendations for future action plan set-up, in collaboration with Customer Analytics & Campaign Management Teams
  • Close collaboration with Loyalty & Experience Team when it comes to the set-up and integration of new services / features.

Market coordination with the Client Community

  • Daily coordination with CRM managers throughout Europe, NORAM and Asia concerning all CRM & Loyalty topics
  • Accompagny CRM managers in the set-up of the yearly animation plan and associated action plan (and offers) to achieve end-year targets
  • Animation of the Client Community through bi-annual Business Reviews
  • Close collaboration with Data, Campaign Management and Digital Flagship team

Global Client Animation

  • Ensure a global CRM activity plan as guideline for the different markets to achieve CRM annual KPIs
  • Identify & recommend CRM activations in line with the Lacoste global activity plan, in collaboraton with the different stakeholders
  • Implement omnichannel strategies in action plans based on the activity plan
  • Recommend personalized actions, offers and targetings depending on the different segmentations
  • Create guidelines for markets & accompany them in the deployment

Strategic & Operational Projects

  • Lead the management of key strategic projects aimed at optimizing our CRM impact
  • Write project brief objectives, scopes, and deliverables in collaboration with stakeholders
  • Align with relevant teams and stakeholders on project goals and resource needs
  • Communicate the project vision and delegate tasks to project teams
  • Analyze project performance to identify successes and areas for future improvement.

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