Sephora CRM and Loyalty Director

Sephora, a distinguished entity within the LVMH Group since 1997, has been a trailblazer in the prestige beauty retail sector since its founding in 1969 in Limoges, France. With a global presence spanning 35 countries and employing 56,000 individuals, Sephora is renowned for its commitment to diversity, inclusivity, and innovation. The brand connects customers with nearly 500 beauty brands and its own Sephora Collection, offering an unparalleled range of products. As an employer, Sephora fosters an environment where employees are empowered to unlock their potential and contribute to a world of inspiration and inclusion.

1. Lead the development and execution of CRM strategy, including data management, targeting, and loyalty program enhancement.
2. Optimize communication strategies across email, direct mail, SMS, and other touchpoints to maximize customer retention.
3. Drive strategic decision-making and provide consultation on CRM and customer engagement best practices.
4. Define key priorities for CRM technology implementation and build data-supported business cases.
5. Manage and optimize customer service processes to ensure exceptional service delivery.
6. Conduct market research to align loyalty promises with consumer expectations.
7. Develop and manage the marketing plan for the loyalty program, including media planning and PR.
8. Interpret campaign performance data to generate actionable insights.
9. Collaborate with category managers to negotiate brand supplier offers for the loyalty program.
10. Develop unique experiences for loyalty program members to enhance engagement.

1. Minimum of 10 years of experience in Retail, Consumer Goods, FMCG, or Fashion Industry.
2. Proven track record in CRM and loyalty program management.
3. Experience in leading cross-functional teams and driving multiple priorities.

1. Strategic thinking and problem-solving abilities.
2. Strong cross-functional collaboration skills.
3. Excellent communication and leadership skills.
4. Proficiency in data analysis and CRM technologies.
5. Ability to manage and optimize customer service processes.

Minimum 10 years of experience in Retail, Consumer Goods, FMCG, or Fashion Industry, with a focus on CRM and loyalty programs.

Sephora offers a vibrant community that embraces authenticity and diversity, fostering a culture of empowerment and growth. Employees are provided with opportunities to learn, innovate, and lead, contributing to work that brings fulfillment and makes a difference in the industry.

Sephora's workplace culture is characterized by a strong sense of community where authenticity and diversity are celebrated. The company empowers its employees through learning and growth opportunities, encouraging innovation and leadership. Sephora is committed to creating a fulfilling work environment where every action contributes to the industry's inspiration and progress.