Clarins CRM and Customer Engagement Specialist

About Clarins

Founded in Paris in 1954 by Jacques Courtin-Clarins, Clarins is a family-owned beauty house renowned for its plant-inspired skincare, makeup and spa expertise. Combining scientific research with a close understanding of customers’ needs, the brand has built an international presence while preserving its French heritage. As an employer, Clarins brings together specialists across research, product development, manufacturing, retail and corporate functions, united by a commitment to quality and service. Its emphasis on responsible beauty, innovation and long-term stewardship offers a distinctive professional environment for those seeking to contribute to an established beauty house with an entrepreneurial spirit.

Role & Responsibilities

• Deliver CRM campaigns reliably and on time across all four Nordic markets.
• Execute loyalty, VIP and prospect engagement plans consistently.
• Coordinate Customer Care operations and manage complex escalations.
• Prepare clear performance reports, derive actionable insights and maintain processes.
• Manage end-to-end email and SMS campaign production in line with the commercial and e-commerce calendar, from briefing and build through testing, approval, scheduling and post-send checks.
• Coordinate content localization across four market and language versions.
• Produce HTML newsletters using BadSender; configure audiences, targeting, triggered journeys and campaigns in Adobe Campaign.
• Conduct rigorous pre-launch quality assurance of content, links, rendering, tracking, targeting and settings.
• Troubleshoot campaign and platform issues with internal technical teams and external providers, including Sinch, BadSender and Email on Acid.
• Serve as the day-to-day business contact for the Customer Care centre and as the internal second level of support.
• Act as the escalation point for complex cases and handle selected customer requests directly when required.
• Monitor recurring issues, NPS and CSAT; coordinate action plans and follow up with E-commerce, Operations, Marketing and technical teams.
• Keep processes and guidance current, using Customer Care and social feedback to identify practical customer-journey improvements.
• Support effective use of Zendesk and related customer-service workflows.
• Execute the online loyalty programme calendar, including welcome journeys, rewards, member communications and operational follow-up.
• Manage targeted engagement plans for VIP customers and prospects, from audience definition through activation and results review.
• Support segmentation and lifecycle communications to improve engagement, conversion, retention and customer lifetime value.
• Prepare monthly, quarterly and annual reports on campaign and customer performance, including deliverability, engagement, conversion, revenue and database growth.
• Analyse results by market, segment and lifecycle stage, translating findings into clear tests and optimization recommendations.
• Track the CRM and loyalty operating budget and coordinate reward, material and gifting forecasts and stock requirements with relevant teams.
• Coordinate CRM activity with E-commerce, Paid Media and regional stakeholders.
• Contribute client insights and campaign analysis and recommendations to strategy development with the Marketing and E-store teams.
• Support testing and implementation of new features, tools and process improvements.
• Monitor relevant competitor activity and customer-engagement practices.

Qualifications

• At least 3 years of hands-on experience in CRM, lifecycle marketing or campaign operations, ideally in e-commerce, retail, beauty or a multi-market environment.
• Demonstrated ability to translate CRM strategy into effective direct communications across channels, including defining and implementing loyalty programmes.
• Ability to drive business performance through direct-marketing metrics, segmentation, data analysis and response measurement.
• Strong ability to analyse customer needs and turn insights into concrete actions.
• Experience creating content, including copy and visuals, and managing newsletter and owned-media campaign projects.
• Hands-on experience with CRM and campaign management platforms; Adobe Campaign experience is a strong advantage.
• Knowledge of Salesforce Commerce Cloud and Zendesk is an advantage.
• Working knowledge of HTML for email; experience with BadSender, Email on Acid or similar tools is beneficial.
• Strong English; knowledge of Swedish, Norwegian, Danish or Finnish is a significant advantage.
• Highly organized and able to manage multiple campaigns and markets simultaneously.
• Detail-oriented and committed to on-time delivery.
• Customer-centric, pragmatic and commercially minded.
• Comfortable working in a fast-paced, highly operational environment.
• Autonomous with a strong sense of ownership.
• Collaborative with internal teams and external partners.
• Curious, solution-oriented and improvement-driven.
• Enjoys hands-on execution and takes pride in accurate, timely delivery while managing several campaigns and market versions.
• Highly organized, able to prioritize and make complexity visible through clear planning and concise communication.
• Combines strong attention to detail with a customer-centric and commercially minded approach.
• Takes ownership, raises risks early and works effectively with multiple teams and external partners.
• Curious and improvement-oriented, while pragmatic about operational realities.

Skills

Experience

At least 3 years of hands-on experience in CRM, lifecycle marketing or campaign operations.

Culture

As a family-owned French beauty group, Clarins combines an entrepreneurial spirit with a culture rooted in botanical expertise, scientific innovation and close attention to customers. Its workplace values collaboration, the transmission of know-how and a shared commitment to responsible beauty, connecting professional excellence with care for people and nature.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.