Head of Global CRM

The L’OCCITANE Group is a leading international manufacturer and retailer of premium and sustainable beauty and wellness products. The Group operates in 90 countries worldwide and has 3,000 retail outlets, including over 1,300 of its own stores. Within its portfolio of premium beauty brands that champion organic and natural ingredients are: L’OCCITANE en Provence, Melvita, Erborian, L’OCCITANE au Brésil, LimeLife by Alcone, ELEMIS, Sol de Janeiro and Dr. Vranjes Firenze. 
With its nature-positive vision and entrepreneurial ethos, L’OCCITANE Group is committed to investing in communities, biodiversity, reducing waste and to finding sustainable solutions to create a better and healthier planet. The mission statement of the Group is: With empowerment we positively impact people and regenerate nature. 
L’OCCITANE is also committed to sustainability for business, people & the planet, as well as respect of human rights, ethics principles and labour protection. All employees at L’OCCITANE must therefore implement the company’s mission and integrate the social, environmental, economic and legal effects of their actions in their day-to-day job. In practice, this means that any employee at L’OCCITANE shall contribute to growing sales, regenerating nature, caring for our consumers & partners and supporting our employees. The L'OCCITANE Group is a certified B CorporationTM.

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CONTEXT & MISSION

We are seeking a dynamic and experienced Head of Global CRM to lead our CRM and marketing automation initiatives across our organization In this role you will be responsible for setting standards, building & deploying strategies, and ensuring the successful implementation of CRM and marketing automation practices globally.

The position is based in Plan-Les-Ouates (near Geneva) and reports to the VP Client Experience L’OCCITANE en Provence.

MAIN RESPONSIBILITIES :

1)Strategic Leadership:

• Build the standard: develop and implement a standardized global CRM/Marketing Automation strategy ensuring consistency across all regions.
• Animate the Regional CRM community: foster collaboration and knowledge sharing among regional CRM teams, supporting them in achieving their goals. Your role will be to elevate the current CRM teams to the state of the art in terms of CRM/MA practices.
• Define ROI guidelines: partner with the Revenue team, the Head of Brand to establish clear return on investment (ROI) metrics for CRM and marketing automation initiatives.
• Align brand voice and campaigns: collaborate with the Brand team to ensure consistent brand messaging across all campaigns and touchpoints.

2)Operational Excellence:

• Main point of contact for IT: serve as the primary liaison between the CRM/Marketing Automation team and IT, ensuring smooth system operations and integration.
• Manage CRM/MA platform needs:  be accountable for identifying and fulfilling the technical and functional needs of the CRM and Marketing Automation platform.
• Competitive Insights watch : provide guidance and learnings on market trends, client behaviours and customer journey to nurture & contribute to achieving CRM objectives in partner with Customer value team.
• Drive CRM transformation : lead the ongoing CRM Transformation Project, contributing to its success and achieving desired outcomes.

3)Campaign Management:

• Set standards for advanced regions: establish and maintain best practices for CRM and Marketing Automation within the most advanced regions, ensuring their expertise is replicated throughout the organization.
• Develop CRM/MA strategy: work collaboratively with our regional CRM Managers to define and refine the overall CRM and Marketing Automation strategy, aligning it with broader business goals.
• Manage all campaign types: oversee the planning, execution, and analysis of various campaign types, including relational, triggered, and other campaign formats.
• Prioritize business needs: analyze and prioritize business requirements regarding the CRM/Marketing Automation solution, ensuring its features and functionalities address key needs.
• Drive solution development: coordinate with IT partner and be accountable for the development and implementation of new features and functionalities within the CRM and Marketing Automation platform.
• Measure and improve performance: monitor and analyze key performance indicators (KPIs) for all CRM and Marketing Automation initiatives, making data-driven decisions to improve results.

HOW YOU CAN FIT

• 10+ years of experience in CRM and marketing automation, with a proven track record of success in strategic positions
• Experience building and implementing CRM/Marketing Automation strategies across diverse business units and regions (especialLy on Asia markets)
• Demonstrated ability to translate business requirements into technical solutions, architect scalable CRM architectures, and optimize CRM workflows
• Basic knowledge in CRM development languages and technologies, such as SQL, JavaScript, HTML/CSS, APIs, and integration platforms (e.g., MuleSoft, Dell Boomi).
• Demonstrated ability to lead and motivate cross-functional teams both vertically and horizontally
• Excellent communication, collaboration, and problem-solving skills
• Strong analytical and strategic thinking abilities
• Fluency in English (written and spoken), French is a big plus

WHAT WE OFFER:

• Working for a unique company, strongly committed towards the planet and the people (B Corp certification);
• Working with passionate colleagues coming from all over the world;
• A unique culture centered around entrepreneurship, where everyone is expected to collaborate, experiment & move fast;
• Internal mobility opportunities;
• Monthly allocation & discount for store products;
• Attractive Social Insurances coverage;
• 5 weeks annual leaves & 3 extra-days offered as public holidays;
• Flexible and hybrid work arrangement;
• Attractive Parental Leave Policy;
• Public transport allowance.

Starting Date : asap

Permanent contract, full-time basis (100%)

Willing to have some business travels in the year (expected to be below 15% of time)

L’OCCITANE is an equal opportunities employer. This means that, when making decisions about our employees’ careers with us, our main considerations are their ability to do their jobs and develop in their roles. One way we cultivate change is by creating a more diverse and inclusive workplace and organizational culture. As part of this, we are committed to building an environment that is free from discrimination and harassment where everyone feels respected and valued. We recruit positive-minded people who share our core values - entrepreneurship, team spirit, leading by example and authenticity – and our commitment to sustainability.