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CRM, Loyalty And Digital Manager Inactive job
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United Kingdom
7 years of experience
Bachelor education
40 hours per week
10,001+ employees
20 holidays
Performance Bonus
Flexible working hours
Paid sick leave
Gym membership
Company social events
Company outings
Travel Allowance
MS Excel
MS Office
Google Analytics

The world leader in beauty, L’Oréal is present in 130 countries on five continents. Our 32 international brands have allowed us to devote ourselves solely to one business: beauty , with a mission to provide the best in cosmetics innovation to all women and men around the world . We want to bring beauty to all people. Our ambition by 2020 is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires through continued digital innovation. L’Oréal encourages diversity and sustainable, ethical sourcing for all our products and we have reduced our emissions by approx. 50% since 2005. Our brands are leaders in beauty, and we are looking for you to lead the change you want to see in L’Oréal.

The Professional Products Division is universally known for exclusively supplying salons and other professional customers with the most advanced technologies in hair, skin and beauty products. The 8 brands within this division are L’Or é al Professionnel, Kerastase & Shu Uemura Art of Hair, Redken & Pureology, Matrix & Biolage and Pulp Riot. Our brands have made us the world leader in professional beauty products and one of the most dynamic places to pursue your career in the UK.

What are key highlights of this role?


  • - Own, manage and drive business growth through the Club Matrix loyalty platform
  • - Outline, execute and optimize new member acquisition strategies leveraging all marketing channels
  • - Design and roll-out strategies to move members up loyalty tiers in order to reach growth targets for customer lifetime value
  • - Implement up-sell & cross-sell campaigns using all available channels (distributor marketing, reps, email, on-site content, etc) designed in collaboration with product, education and commercial teams
  • - Drive penetration of product launches & animations by working closely with product marketing teams to establish Club Matrix as an essential marketing touchpoint
  • - Optimize platform UX & content for all users to reach engagement and usage targets


  • - Oversee all email marketing activity in support of the brand marketing calendar (design emails with agencies, conduct A/B testing & analyse behaviour to optimize experiences)
  • - Create, deploy and optimize personalized email marketing triggers for Club Matrix users and use behaviour insights to increase responsiveness of the email channel
  • - Analyse database, segment users & establish targets for subscriber retention and engagement with brand
  • - Support marketing teams in designing emails to be provided to non-branded platforms (eRetailers, B2B Distributors, etc)
  • - Leverage ecosystem to enrich single customer data view for greater personalization


  • - Maintain & upgrade on-site experience, roll-out new brand design wireframes, ensure A+ content is uploaded according to latest SEO best practices
  • - Manage development agencies, UK IT & Zone IT stakeholders to deliver timely releases
  • - Design user journeys to capture qualified B2B & B2C leads
  • - Work with international teams to oversee ModiFace Colour Consultation tool working with international team to create an A+ user experience that creates repeat usage, captures data
  • - Translate business requirements into features and successfully implement new tools & services such as Colour Conversion Tool
  • - Extrapolate insights from website behaviour and activity to increase sales & leads


  • - Master & optimize the brand digital ecosystems for Matrix & Biolage ensuring a seamless integration of platforms and maximizing opportunities for data capture
  • - Work cross-functionally with marketing, commercial, education teams as well as central digital teams to support the digitization of all Matrix & Biolage functions and activities
  • - Identify new opportunities within the ecosystem to capture new leads and enrich the single customer view (Brand Website, Social Media, CRM, eRetail, Loyalty Platform, B2B Ecommerce via Distributors, Media Campaigns, … )
  • - Translate data into business insights that can be utilized by all business functions through regular reporting
  • - Ensure all digital platforms meet and surpass performance metrics and benchmarks set by group (security, speed, bounce rate, unsubscribe rate, etc)


  • - Work closely with distributors to understand, provide recommendations and deliver simple solutions to accelerate the digital transformation of their business models
  • - Adopt the role of digital expert within the Matrix & Biolage teams, upskilling internal teams to ensure they adopt best practices & maximize the use of the digital ecosystem
  • - Self-upskill to continuously introduce innovative ideas, remain knowledgeable within the digital community, connect with industry experts from Social Media to CRM and eCommerce to bring fresh ideas and forward-thinking approach to solving business challenges
  • - Champion brand activities and innovation internally within the division, company and externally

Preferred Qualifications/experience

  • Experience in data marketing CRM, including e-mail marketing across customer retention/re-engagement
  • Must possess a proven track record within a loyalty programme environment
  • Outstanding project management skills
  • Use of CRM software to record customer details and contacts, reporting these back in a way the business can use to improve its actions
  • Experience in designing & executing successful data acquisition strategies
  • Strong analytical and reporting experience, capable to derive insights & actionable recommendations
  • Strong presentation/communication skills with the ability to influence and inspire
  • Strong sensitivity for the beauty industry
  • Strong eye for aesthetics, good digital design and mobile-first best practices
  • Ability to inspire, motivate, coach and develop people, while influencing others
  • Management of 1 intern & 1 graduate

Entrepreneurial & curious-mindset, find creative & practical solutions to solve business challenges

Autonomous, decision-taker capable to drive projects with agility

Educated to at least a degree level

What could L’Oréal offer me?

  • World class training and development
  • Excellent benefits including pension, profit share and product discounts and a competitive salary
  • Work with some of the biggest brands in the business, and the most passionate people in beauty.
  • The opportunity to lead change you want to see within the biggest beauty company in the world.

255 Hammersmith Rd
London W6 8AZ
United Kingdom