Guerlain E-CRM Manager

Guerlain, a prestigious brand within the Perfumes & Cosmetics division, is renowned for its commitment to luxury and innovation. As part of a larger conglomerate, Guerlain benefits from a rich heritage and a global presence, offering employees the opportunity to work within a dynamic and forward-thinking environment that values creativity and excellence.

1. Develop and lead the comprehensive E-CRM strategy and annual roadmap, aligning CRM initiatives with overall e-commerce business objectives and brand calendar milestones.
2. Plan, execute, and optimize E-CRM campaigns to maximize new customer acquisition and enhance repeat purchase behavior through targeted segmentation and personalized communications.
3. Design and implement loyalty programs and member systems that strengthen connections and drive long-term customer retention.
4. Conduct data analytics for continuous optimization and KPI improvement.
5. Collaborate closely with eco operation, IT, and brand CRM teams to achieve successful cooperative results.
6. Manage consumer complaints and oversee call center operations to ensure premium customer service.
7. Oversee vendor and agency management, including budget control and adherence to procurement processes.

1. Bachelor's degree or higher with a proven track record of CRM success.
2. Minimum of 6 years' experience in CRM or customer operations, with at least 3 years of extensive e-commerce experience.
3. Strong analytical skills and experience in e-market understanding.
4. Familiarity with statistical reports, consumer behavior, and sales data analysis.
5. Fluency in English, both verbal and written.
6. Experience in the beauty or luxury sector is advantageous.

1. Result-driven with a customer focus.
2. Teamwork-oriented with the ability to multitask.
3. Well-organized with strong communication and interpersonal skills.
4. Exhibits humility and promotes harmony.

Minimum of 6 years in CRM or customer operations, including 3 years in e-commerce.

Bachelor's degree or higher.

Employees can expect to work in a prestigious and innovative environment with opportunities for professional growth and development.

Guerlain fosters a culture of luxury and innovation, encouraging creativity and excellence. The company values teamwork, humility, and harmony, creating a supportive and collaborative workplace.