Senior Manager, Digital CRM - Remote

Date:  Jan 6, 2022
Location:  NEW YORK
Company:  Shiseido
Country/Region:  US
Custom Field 4:  Employee (Permanent)
Company:  Shiseido

Job Summary:
The senior manager will deliver a best-in-class customer relationship marketing experience across the Shiseido Group’s prestige brand portfolio.

Primary Duties & Responsibilities: 
• Establish the creation of cross-channel communication strategies to understand the customer, engage, and grow relationships throughout the customer lifecycle to acquire new leads, generate customer conversion, and drive repeat purchasing behavior and loyalty
• Implement roadmap initiatives to accelerate and advance CRM maturity, leveraging both digital and offline marketing channels to grow the database and scale the business through highly targeted acquisition campaigns and first purchase through to reactivation to build customer lifetime value and brand loyalty across touch points
• Employ CRM strategies across multiple brands at various stages of maturity, with a data-driven and detail-oriented approach
• Drive efficiencies and streamline execution while delivering personalization at scale
• Assist in the development of the annual regional CRM strategy, forecast, and goal targets
• Build test plan framework for all CRM campaigns to measure business impact, turning insight into action to continuously optimize with an agile test and learn mindset
• Analyze the current audience composition and look beyond the obvious to identify future growth opportunities across touch points, leveraging 1st and 3rd party data
• Create targeted segmentation strategies, leveraging 1st and 3rd party data across multiple customer touchpoints to deliver advanced, personalized experiences
• Evaluate current CRM programs to continuously optimize and develop new programs to expand audience, creative, messaging, offer, and results to elevate performance
• Analyze and track CRM KPIs, leveraging performance data to both identify optimization within the current business and unlock new opportunities for growth; provide insight and actionable recommendations rooted in business goals to meet objectives
• Provide best in class examples and guidelines/specs for asset creation
• Contribute and deliver on CRM KPI goals and budget management
• Collaborate with key stakeholders to ensure that marketing tactics (email, direct mail, SMS, etc.) are implemented in alignment with organizational targets
• Active participation in SFMC training, conferences and advisory events

Working Relationships/Key Stakeholders:
• Brand Teams
• Americas Digital Transformation Team
• Global Digital Transformation Office
• Media Team
• External Agencies and Vendors

Qualifications & Competencies: 

• 7-10 years of experience in cross-channel CRM with a solid understanding of acquisition/growth, retention and loyalty marketing, email best practices, ecommerce, and best–in-class experiences including competitive landscaping
• Knowledge and experience with an ESP (ideally Salesforce Marketing Cloud), Excel, PowerPoint, Word, and forecasting tools
• Solution-oriented, multi-tasker with high attention to detail
• Data-driven, analytical mindset with the ability to formulate and translate insights into action with measurable results
• Demonstrated depth of A/B testing, segmentation, and forecasting
• Proven track record of driving results
• Leadership skills and ability to manage and empower a team
• Self-starter, capable of working in a fast-paced, matrixed corporate environment without full guidance
• Strong communication, analytical, and strategic skills
• Pushes the organization to improve by challenging the status quo
• Practical, innovative, and entrepreneurial
• Understanding of the beauty market is a plus


Shiseido is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender identity, religion, sex, age, national origin, disability, veteran status, sexual orientation, genetic information or any other classification protected by Federal, State or Local law

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