CRM Manager, Americas

For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organization, we offer professional development and advancement opportunities to complement career goals and aspirations.

Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.

We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.

ROLE PURPOSE

The CRM Manager will act as an agent of change in Aesop’s digital acceleration, acting as an expert in their field, and a key partner to multiple teams across the Aesop business. This is a newly created position within the local organization that sits at the intersection of Retail, Marketing, Ecommerce, Training & Performance, and Customer Service.

In partnership with the Director of Ecommerce, Americas, you will establish processes, KPIs, and educate the organization on all omnichannel and clienteling efforts. At a strategic level, the purpose of your role is to build an elevated CRM strategy that aligns with the organization’s 5-year plan. The CRM strategies success will be measured by the growth of our active customer database, driving traffic to stores, increasing email revenue, and increasing customer loyalty.

Our ideal candidate is highly collaborative, efficient in time management, and has experience in Salesforce Marketing Cloud within a multi-layered organization.

Primary Responsibilities

• Work with Global and Local stakeholders to develop and execute local Omnichannel CRM campaigns.
• Partner with Global team to support the roll-out of global projects in the region.
• Ensure a holistic digital experience and communication plan, according to Customer Service, Retail and Digital needs.
• Create and communicate weekly/monthly/quarterly reports for both technical and business KPIs.
• Build landing pages to capture data, using CSS and HTML.
• Ensure legal compliance in all CRM-related activity for the organization.
• Leverage Dynamic tools and automation to increase personalization while maintaining an elevated experience.
• Support the local Marketing, Retail, and Ecommerce goals through a robust CRM calendar.
• Keep up with industry trends and find areas of opportunity aligned with Aesop’s Core Values.
  
  

Newsletters

• Create and execute the eDM plan for three ‘markets’ (US EN, CA EN and CA FR).
• Build and handle UAT for eDMs and Journeys, using CSS, HTML, and Ampscript.
• Develop, test, and roll-out segmentation and suppression lists, to mitigate user churn rate and increase engagement.
• Work with Ecommerce stakeholders to optimize revenue-driving tactics.
• Lead the production of regional assets, in partnership with Marketing, Digital, and Retail. 
  
  

Clienteling

• Establish the strategic framework for increasing recruitment and loyalty.
• Oversee the organization and management of resources available for clienteling in Retail and Customer Service.
• Develop FAQs, Playbooks, and user guides on basic knowledge and best practices for CRM working in collabration with Global CRM.
• Execute on the regional omnichannel sampling strategy defined by Marketing (i.e., asset development, activation)
• Brief, build and deploy regional omnichannel programs, engagement, or commercial initiatives.
  
  

Key Skills & Qualifications

• At least 3 years of experience in CRM with a strong preference for Salesforce Marketing Cloud
• Experience in beauty or luxury industry preferred
• Ability to analyze customer data to identify patterns and provide recommendations.
• Exceptional attention to detail, communication, and organizational skills.
• Ability to distill business and customer data, summarize technical specifications, and present to business leaders.
• Problem solving through analytical modelling and A/B testing.
• Experience with basic HTML, SQL, and Ampscript within Salesforce Marketing Cloud (SFMC)
• Experience using Journeys and contact builder, data filters, data relationships and automations within SFMC
• Previous experience working in e-commerce D2C a plus.
• Knowledge of Canadian market and French language a plus.
• Basic Photoshop and editing knowledge a plus.
  
  

What's On Offer

The salary for this position is $100,000-110,000

We take a holistic approach to employment, promoting professional development, career growth, employee wellbeing initiatives and encouraging deep connections with the local community through the Aesop Foundation, volunteering and matched giving programs.

Employee Benefits Include

• Generous product discount allowance and bi-annual complimentary product allocation
• Hybrid office working schedule (3 days in office)
• Paid time off with length of service increase
• Paid volunteering allowance for all employees
• Bonus opportunity based on personal, and business, performance
• Suite of options to aid development, including complimentary access to LinkedIn Learning, in-house Product and Core skills training and study support opportunities
• Summer hours
• Access to employee assistance programs, complimentary subscription to Headspace mindfulness app and summer hours options.
  
  

Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognized and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organization.