Senior Manager

**Ready to bring passion into your career?**

A global leading skincare and make-up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Its raison d’être is "making life more beautiful, passing on a more beautiful planet".

Operating in more than 150 countries, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas.

Because our 8,000 talents are unique, we are committed to promoting diversity in all its forms.

Do you want to help write the next chapter of our story? We are looking for a Senior Manager - CRM, CX & Consumer Data, Asia Pacific, based in Singapore.

**THE ROLE**:
**Lead APAC strategy to drive recruitment & retention**
- Co-build with the market a strong CRM omnichannel strategy to drive repurchase and loyalty, and develop a year round CRM action plan aligning with our APAC priorities
- Work with markets to animate campaigns, support CRM activities and/or mechanics to target relevant customers groups (Club Clarins, VIPs, prospects, Make up vs Skincare ).
- Oversee and develop the Loyalty strategy (Club Clarins Program) together with Global and countries, support countries in the evolution and animation of their Club Clarins Program (Tiers, brand identity, Member’s day) & Loyalty Engine.
- Drive cross-product segments/categories link-selling and penetration through best practice sharing focusing on key product campaigns and customer segments
- Develop and implement the CRM loyalty program, membership campaigns and marketing automation rules to achieve customer retention and loyalty KPIs
- Oversee the setup and implementation of triggers campaigns, including recommending the target audiences for campaigns based on briefs submitted by markets.

**Drive Analysis & insights related to the customer**
- Utilize CRM & CX data to generate insights, track KPIs and drive actionable recommendations and strategy to improve customer interaction and retention.
- Support marketing teams to understand Customer behaviour (retention, cross sell, link sell ) for specific product launches or campaigns.
- Support other transversal teams (Retail, E-commerce) for deep dive into customer profiling (Mega campaign, new store ).
- Continuously track key performance metrics of customer database and measure the impact of CRM initiatives, to evaluate effectiveness as well as for reporting to key stakeholders.
- Analyze customer purchase patterns, migration of customers, and recruitment of new customers per channel and retention of existing customers to support APAC main CRM KPIs.
- Advise and challenge markets to develop strong customer knowledge within CRM teams
- Generate insightful reports, post-campaign analysis to optimize the strategy and its implementation
- Performs consumer Journey Mapping and analyzes business touch-points in order to increase the business’s commercial opportunities.

**Drive Clientelling strategy, approaches and manage customer development and acquisition initiatives in close collaboration with Retail & training teams**
- Creation and execution of regional Clientelling strategy, plan and tools based on global strategy and local needs.
- Champion in-market understanding, adaptation, and roll-out of new/existing tools, data, training, and programs across retail stores and remote selling.
- Deliver the development and management of strategies for attracting new clients.
- Drive client development, lifecycle planning and new Clientelling tactics to grow business from existing clients.
- Strong collaboration with Marketing, Retail & Training team to create synergies and workflows focused on customer centricity.
- Provide reporting and analysis, according to on-going business context and needs, specifically insights into customer buying behaviour to understand different behaviours by customer profile, segment, or product line.
- Setting up of CRM benchmarks and then regular monitoring of loyalty and customer metrics.
- Support other teams (CX, EC, marketing) in leveraging the Clientelling tool
- Propose evolutions & recommendations to constantly improve the outreach and the features of the tool.

**Drive Customer Experience strategy**
- Define in line with Global the APAC customer care guidelines & strategy
- Provide support to the APAC Customer Experience teams to implement APAC & Global tools including AI chatbot, new channels such as Line, Kakao
- Analyse and share internally (local & global) Customer Care KPIs, NPS and SLAs
- Recommend APAC customer voice strategy & evolutions by listening to voice call records, customer verbatim/reviews from NPS/CSAT

**Oversee APAC market’s CRM platforms & tools**
- Support APAC project team and Global teams for main CRM-related projects implementation (Clientelling, customer care ) by representing the business and being the bridge with the local markets.
- Be a key partner