INTERNATIONAL CRM PROJECT MANAGER – MUSTELA M/W

Within Mustela International Marketing Department, the International CRM Project Manager creates and implements the global CRM strategy and is the main contact for local teams for all CRM-related projects. He/she is responsible for recommending, leading and developing this lever at international level, in line with the global strategy.

You will be responsible for:

1/ Defining our international CRM strategy

• You define the global CRM strategy and provide guidelines to the markets
• You identify, source and deploy the tools needed to serve the CRM strategy
• You act as a coordinator among markets and allow them to share their best practices 

2/Developing loyalty and engagement strategies

• You coordinate with the various marketing departments (acquisition, editorial, social media, offline...) in order to propose 360° solutions to animate the annual communication plan (product launches, special events, editorial topics)
• You create flows and scenarii to boost the number of customer accounts and connected members
• You develop new loyalty mechanics to A/B test in order to improve campaign results and draw out best practices
• You propose strategies for segmenting our databases to achieve more personalized targeting

3/ Developing the use of CRM tools and participate in their on-going optimization

• You identify and update a document repository for application systems and provide support, knowledge transfer and training for markets
• You enrich campaign management processes to ensure seamless execution
• You coordinate key contacts to feed local needs into the roadmap and enrich the relationship program for the benefit of all markets

4/ Performance analysis

• You ensure the data reliability to meet the various needs of the e-business and marketing teams
• You monitor key performance indicators and produce regular reports
• You analyze consumer behavior to increase customer knowledge and propose actions to increase sales