Sr. Director of Global CRM& Omnichannel

Benefit Cosmetics LLC
February 6, 2024
San Francisco, CA
Job Type


Sr. Director of Global CRM & Omnichannel   #HQ01-622 Area of Interest Marketing Position Type Full-time Job Posting Sr. Director of Global CRM & Omnichannel Calling all rule-breakers, innovators & fun-loving self-starters! Are you smart, sassy & scrappy? Do you love to laugh out loud? You’re just what we’re lookin’ for, Gorgeous! We’re Benefit Cosmetics, the indie beauty brand-turned-prestige powerhouse under leading luxury products group Louis Vuitton Moet Hennessy. Founded in 1976 by twins Jean & Jane Ford in San Francisco, today we’re in 59 countries with more than 3,000 BrowBars & 6,000 trained service experts worldwide. At Benefit, we believe laughter is the best cosmetic, because when we’re laughing & having fun, that’s when we’re our most beautiful. We're known to work smart & laugh hard. Sound like you? You’ve come to the right place! Although we never take ourselves too seriously at Benefit Cosmetics, we are serious about creating amazing relationships with our customers. A huge part of that is centred around our Services business, where customers can visit our 6000+ Benefit Brow Bars and Boutiques worldwide to get their eyebrows waxed, tweezed and more! And we’re looking for someone to take our business to the next level. The Sr. Director of Global CRM & Omnichannel will lead the development and execution of our CRM strategy and roadmap to drive customer loyalty. This individual will partner with various Global and Local functional teams and external vendors to build CRM/loyalty programs and develop data-driven recommendations to build the best possible experience for our customers across all touchpoints. What You’ll Do: Lead the development and execution of Benefit’s global CRM strategy and roadmap. Act as customer advocate for the best possible digital omnichannel experience, communications strategy, and loyalty initiatives. Scope, develop, and execute integrated CRM programs including online booking platform, loyalty programs, customer lifecycle communications, to drive customer loyalty and retention. Leverage our large customer data set to provide insights that drive customer-centric actions plans across lifecycle journeys, segmentation strategy, and audience targeting. Program Management Champion customer and stakeholder needs throughout program execution, ensuring that what is delivered meets the stated goals and objectives. Coordinate and communicate objectives to ensure alignment across the organization. Identify and modify new and existing opportunities for customer engagement and retention programs and their capabilities. Train local markets on best practices, guidelines, and support local rollout and execution. Manage vendor relationships as well as internal and external resources. Reporting & Optimization Measure activities against KPIs to determine success of CRM initiatives, including standard KPI dashboards as well as ad hoc and testing results. Push global and local teams to “know our customer better” through KPI reporting, segmentation analyses, and continual testing of customer data and behaviors. Share key learnings globally.  Hire,  manage, and develop internal team of professionals at various stages in their career. Qualifications: 8+ years of progressive and broad experience in CRM or Customer Experience. Data/tech savvy with experience in defining business requirements and data flows. Proven track record of successfully launching large-scale programs from scratch. Experience with customer communications programs (such as email, mobile marketing) highly preferred. Ability to work independently and drive schedules and dates, as well as a facility for working on highly collaborative projects. Schedule: Hybrid - requires onsite presence weekly The target salary range for this position is $190,000 - $250,000. The actual salary offered will depend on a variety of factors, which may include, as applicable, years of relevant experience; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job. This position is eligible to earn an annual bonus. This position is also eligible for the following benefits, including but not limited to: comprehensive health, dental and vision plans; a 401(k) plan with employer matching, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts. #J-18808-Ljbffr

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