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Job Title:  CRM Specialist - US

Date:  Jan 20, 2023
Location: 

New York, NY, US, 10013

Full/Part Time:  Full-Time
Contract Type:  Regular/Permanent
Hours per week:  40

The Body Shop

Per compliance for NYC, the compensation range for this position is Minimum $60,058 to Maximum $90,087.00 annually.

 

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here. 

 

The Body Shop, along with Aesop and Natura, is part of Natura & Co, a global, multi-channel and multi-brand cosmetics group that is committed to generating positive economic, social and environmental impact. Group owner Natura is Brazil's number one cosmetics manufacturer. Sustainable development has been the company's guiding principle since it was founded in 1969. In fact, this is an incredibly exciting time for The Body Shop. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up. 

Your role in a nutshell

Assist in the planning and execution of CRM strategy and campaigns for the US Market. Maximise customer retention rates and customer reactivation rates through enhanced loyalty and satisfaction, and ultimately drive revenue. Work with the CRM Director to originate overarching strategy including segmentation, comms, and optimisation plan; agree with market stakeholders; and manage delivery of campaign schedule via email, and other targeted channels to deliver commercial and customer KPIs.

Key Job Accountabilities

  • Work with the CRM Director to set the strategy for the email trade campaign program, owning the segmentation, campaign plan, and individual campaign strategy for the US market
  • Build, test, and dispatch email campaigns from the marketing cloud platform
  • Manage the creative briefs for email content, based on the event calendar and CRM & Loyalty Activation Calendar, (using internationally provided assets as the basis for most creative requirements where possible), and responsible for ensuring quality assurance checks across all campaign elements
  • Analyze and design end-to-end customer journeys across channel touchpoints
  • Forecast KPIs against content pillars and types
  • Design a market specific customer targeting and segmentation approach, identifying opportunities for targeted CRM campaigns and programs that deliver customer value
  • Support in the creation and delivery of the CRM test and learn/optimization plan
  • Attend event planning meetings to capture minutes and action points to ensure that the CRM strategy is aligned across all channels and customer touchpoints
  • Collaborate with internal stakeholders (activations, digital, commercial, e-commerce teams, etc) to ensure a consistent customer journey, timely delivery of joint strategies and that changes in commercial priorities or complexities are captured and reflected in campaign elements
  • Efficiently use our CRM database and other online analytics platforms (such as Google Analytics) to analyze the success and learnings of our campaigns, developing an understanding of trends and providing insights through weekly campaign reporting
  • Contribute to other CRM projects in support of our ambition to deliver innovative, personalized multi-channel marketing programs that build out experiences that delight customers and increase profitability

What we look for

Experience:

  • Experience within a CRM campaign management role, preferably in a retail or beauty environment
  • Creation of CRM strategies (audience build, channel strategy, messaging, campaign timing, offer strategy, test and learn design)
  • CRM campaign management - communications and data brief writing, creative and data agency briefing and management, internal stakeholder approval management – particularly for email marketing
  • Data modelling and segmentation builds
  • Building customer focused sequences across multiple touchpoints
  • Management of loyalty programs and acquisition strategies

 

Competencies:

  • A Customer experience design led thinker
  • Leverage data to drive cross-channel content & messaging experiences
  • A self-starter adapting to changing situations, work well under pressure and be a creative solution finder
  • Proud of what you deliver, have a strong work ethic, and be prepared to get behind your team’s goals and contribute to the success of the business
  • Excellent communication and interpersonal skills, confident in working with stakeholders across the business
  • A strong all-round performer with an emphasis on creativity & copy
  • A good eye for detail and still demonstrate an ability to work to deadlines
  • Strong organizational and project management skills

Talent Drivers

Collaborative Skills
Personal Conduct
Commerciality
Purpose
Leadership

We believe in a world where all people are seen, valued, supported, represented at every level, & can be their truest selves and in building a spirit of equality, diversity, and inclusivity for all. The Body Shop Limited is an equal opportunity employer.  Should you require accommodation during the interview process, please advise the recruiter when contacted for an interview.


Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

Job Segment: Channel Marketing, Marketing