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    CRM Manager - Markham, ON, Canada - EightSix Network Inc

    EightSix Network Inc
    EightSix Network Inc Markham, ON, Canada

    1 week ago

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    Description
    Manager, CRM & Consumer Experience

    Reports to:
    Director, Digital Shared Services

    Shiseido was founded in 1872 as Japan's first Western-style pharmacy in the upscale Ginza district of Tokyo and is one of the oldest cosmetic companies in the world.

    With over 140 years of dedicated service, superior products and unparalleled technology, Shiseido's mission is to identify new, richer sources of value and use them to create beauty in the lives and cultures of those it serves.

    At Shiseido, we hold a traditional Japanese value of "Omotenashi", the spirit of welcoming and care that cannot be translated in words.

    Through this spirit, we practice thoughtfulness, dedication to the needs of others and meticulous attention to every aspect of our products and service.

    The role of Manager, CRM & Consumer Experience is responsible for developing and managing customer-centric marketing programs across all channels including physical stores, eCommerce, customer care, eRetail and paid media.

    This role will focus on delivering profitable, long-term customer relationships that increase our customer lifetime value and provide incremental sales across the Shiseido brand portfolio.

    This position is responsible for generating consumer data insights and creating actionable and strategic plans that drive business results.

    Reporting to the Director, Digital Shared Services, this person will be the expert for Shiseido Canada customer data taxonomy.


    CRM:

    Lead CRM campaign strategy including developing, testing and optimizing omnichannel marketing communications to deliver customer retention and brand loyalty.

    Leverage CDP to develop consumer insights and to formulate testing strategies against database (Email / SMS)
    Establish and manage to CRM KPIs for Shiseido Canada brand portfolio
    Manage digitization of fragrance loyalty program and drive customer opt-in.
    Deliver on name collection and customer acquisition targets for the Shiseido brands across retail, eCommerce and mobile PR events
    Responsible for CRM analytics reporting to influence and drive marketing decisions, in partnership with an agency and ADX analytics team
    Track, evaluate, and share program learnings / performance across the organization
    Be the local expert in customer data taxonomy and availability of customer insights for analytics
    Responsible for the quality of customer data collected including data cleansing and feed management to help inform targeting strategies
    Manage customer care team (internal & Goldline) to ensure delivery of best-in-class customer service, overseeing maintenance of customer care scripts, Shiseido policies and procedures, and usage of software applications such as Salesforce Service Cloud, Sterling, Application console, Relate and Touchpoint
    Application of Virtual Consultation strategies to provide excellent customer experience and in turn, further development as sales channels
    Upholding the Shiseido Corporate and Brand Values
    Representing the brand image and upholding the brand values and standards in corporate and public settings
    Communicating the Shiseido story and corporate culture
    Positive and cooperative attitude to be proactive, reactive and creative problem-solving abilities to evolve with market conditions
    Minimum 5 years of CRM and/or Direct Marketing experience ideally within the CPG industry
    Proven experience leading customer acquisition programs via direct response, brand marketing experiences and loyalty programs.
    Demonstrated skills for translating consumer behavior data to actionable marketing insights.
    Self-starter with solid analytical, negotiating and organizational skills
    Knowledge of Sales Force Marketing Could platform
    We value the diversity of the people we hire and serve. Be the first to be notified about new CRM & Consumer Experience Manager jobs in Markham, Ontario
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