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Manager, CRM

Company Overview

In 1990, Elemis began its exceptional journey in becoming the leading luxury British Spa and Skincare brand used by over 6.5 million people a year. Defined by nature and led by science, the successful combination of natural active ingredients with cutting-edge technology has enabled Elemis to bring to market some of the most influential anti-aging products and professional spa-therapies the beauty industry has ever seen. Celebrating over 20 years of excellence, Elemis professional spa-therapies and products are available through an elite network of over 1600 spas and salons around the world, including the Elemis day-spa flagships in London, Miami and Bangkok. From exclusive salons, lavish cruise line spas and leading retail stores, to some of the world’s most luxurious 5-star spa resorts, an Elemis treatment anywhere in the world is guaranteed to offer outstanding results.

Position Summary

The CRM Manager is a digital-centric and omni-channel position responsible for cultivating and creating customer retention strategies and programming to drive repeat purchase and long-term loyalty to ELEMIS in the US market across multi-channels and devices. Working highly collaboratively within the integrated digital team, reporting to the Senior Director, Digital, this role will enhance and evolve the customer journey and brand experience at each touch-point. With a core focus and lead on e-mail marketing, gifting and lead of brand loyalty programs, this role will evolve the vision of traditional CRM and leverage data and insights to aid media targeting, deepen influencer relations, strengthen communications and messaging, with a core focus on retention, loyalty and measurement of repeat purchase and advocacy in the social media space.

Responsibilities and Duties

  • Utilize customer CRM data, research and insights to create unique customer journeys and highly personalized experiences that can be cascaded across multi-channels with a core focus on e-mail marketing, social media and, where possible incorporate ELEMIS spa, retailers and travel customers.

  • In partnership with Senior Director, Digital, contribute to integrated digital calendar to own and lead on-going email marketing communications, leading execution of design/copy briefs, build, segmentation, testing and reporting

  • Support development and lead implementation of the global loyalty program, including expertise on tailoring to US-centric needs, launch awareness, day-to-day management in the US, on-going optimization and measurement

  • Lead as the segmentation expert in the integrated digital team to support customer targeting capabilities across awareness and performance media (paid social, search, display) and execute the needs of others in relation to e-mail marketing

  • Act as an extension of the e-commerce function, closely supporting Director, E-commerce, to ensure all key promotions, offers and key sales periods are supported through e-mail.

  • Collaborate with PR and Digital Engagement team to enhance and evolve influencer and advocacy strategies to deepen relationships using proven and new CRM tactics and programming.

  • Propose innovative programming to drive or accelerate loyalty of social media advocates, evolve loyalty of new customers and deepen that of new customers.

  • Monitor and manage allocated budgets.

  • Develop and cascade clear and informed dashboards for customer database size, lifecycle and engagement tracking across multi-channels, making on-going recommendations for optimizations for growth.

Qualifications and Skills

  • Minimum 3 – 5 years of demonstrated experience in CRM and E-mail Marketing, preferably within fashion/beauty

  • Proven record of implementing and/or management of successful CRM programs (on or offline)

  • Understanding of consumer journeys and experiences in multi-channel environments

  • Passion for innovation and potential of future opportunities in evolving customer loyalty in the digital space

  • Knowledge of social media platform targeting and engagement capabilities

  • Experienced with a range of E-mail, CRM tools, services and platforms – experience with crowdtwist and dot mailer preferred.

  • Proficiency in Word, Excel and detailed in use of Powerpoint programs on build dashboards and pivot tables

Benefits and Perks

  • A choice of 4 medical plans with Cigna. All plans include prescription coverage,  Healthy Pregnancy Program, Employee Assistance Program & 24-Hour Nurse Line.Open Access Plans offer affordable in-network benefits. Selection of a Primary Care Physician is not required. Our Open Access plan offers both in-network and out-of-network benefits.

  • A choice of 3 dental plans. Our 3 PPO plans offer in-network and out-of-network benefits. Annual deductible waived for in-network preventative services. Annual maximums apply.

  • Vision coverage offered by VSP. Our vision plan includes in-network and out-of-network coverage with low co-payments.

  • Our FSA plan allows employees to set aside up to $2,550 to cover eligible health care expenses and $5,000 to cover dependent care expenses each year into a pre-tax account. Reimbursements are easy! No additional cost to join.

  • Employees can elect to invest tax-deferred for their retirement and receive a 100% company match on the first 3% of their salary deferral and a 50% match on the next 2% of their salary deferral.

  • Our basic $15,000 term life insurance benefit is 100% employer paid. Financial counseling available for beneficiaries at no cost.

  • Our employees can meet their financial needs with additional supplemental life insurance, up to $500,000 with approved evidence of insurability. Employee, spouse and child(ren) coverage available.

  • Employees can protect their income with STD coverage. Disability insurance pays 60% of the employee’s weekly income (up to a weekly maximum). Steiner
    Management Services pays 100% of employee cost of short-term disability benefits starting at your 2nd year anniversary!


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