Kate Somerville clinical skincare brand that revolutionizes skin health and leverages best-practices of Kate Somerville herself, the skincare expert of the stars, at the revolutionary intersection of science, beauty, and luxury. Established in 2004, Kate Somerville launched her first clinic on Melrose Place and is known for her breakthrough formulations, tailored approach to building skin regimens for all ages, ethnicities and skin types. The brand identity is centered on giving hope to those who haven’t found skin solutions elsewhere and building a powerful community of people who prioritize the health of their skin. Following the launch of her clinics, Kate Somerville skincare launched globally in Sephora, Ulta, SpaceNK, Nordstrom and other retailers and has a presence in 6,000 doors worldwide. Kate Somerville became part of the Unilever Prestige division in 2015. Discover more about the Kate Somerville brand story and mission on our website.

Role:

The Global CRM Manager will leverage strategic insights to develop and drive actionable strategies and programs to grow revenue and repurchase on Kate Somerville DTC channels the US, UK and ROW markets. The candidate will be primarily responsible for client communication and engagement across email, SMS, and collateral communication. The role will focus on customer lifecycle, implementing strategies to encourage customer development, from consideration to purchaser to loyalist, executing campaigns and experiences to meet three key objectives: increase client repurchase rate and drive total site revenue, develop and nurture customer loyalty, and support the Melrose Place Clinic.

This is a hybrid position and requires being in our El Segundo office 2 days/week (currently Tuesday & Wednesday) and will report to the VP Global Digital.

Responsibilities:

• Actively manage, update and reflow email and SMS marketing calendar.
• Maintain reporting trackers and update performance documents. Create weekly, monthly and quarterly performance reports. Conduct ad hoc reporting as needed.
• Partner with the Marketing and Social teams to align email and SMS communication messages with larger brand communication plans.
• Own the entire email and SMS creation and deployment process from end-to-end including the creative briefing process, managing deliverables, communicating due dates, managing timelines, securing approvals, setting up campaigns, QA, A/B Testing, deployment, reporting and optimization.
• Brief eCommerce teams on campaign specific landing page needs and work within their sprint schedule.
• Manage all email and SMS communication touchpoints including automated flows, marketing emails/SMS, clinic emails/SMS, VIP messaging and more to support every planned and ad hoc marketing activity. Identify need gaps and create flows to fulfill the messaging/touchpoint.
• Define and build strategies and unique communication flows for specific client segmentations, including but not limited to new customers, repeat customers, lapsed buyers, loyalty members, high value, VIP, etc.
• Responsible for the management and execution of the Kate’s Ultimate Rewards Customer Loyalty program and budget. Develop and execute new strategic promotional and gifting initiatives to effectively and creatively strengthen customer relationships while driving loyalty and spend with strong ROI. Nurture and develop clients within the Loyalty program encouraging repurchase and loyalty.
• Manage execution of full promotional strategy (public, private and loyalty) and planning, and partner with eCommerce Manager to bring promotions to market.
• Manage personalized in-box collateral program based on clients’ specific purchases and behaviors. Introduce new collateral messages and touchpoints to support buying trends, new launches, marketing initiatives, and more.
• Support the Kate Somerville Clinic in implementing clienteling strategies and CRM best practices to drive appointment bookings and develop client specific skin care treatment plans
• Extract, analyze and report on CRM data and insights to further drive sales and client loyalty and experiences to support commercial activities through customized initiatives.

Requirements:

• 3-5 years’ experience in CRM, email/SMS Marketing, Loyalty
• Proven track record of identifying opportunities, designing and implementing CRM strategies to develop business through customer loyalty and relationships
• Advanced knowledge of Email Service Provider (ESP) platforms. Experience with Klaviyo a preferred.
• Knowledge in prestige beauty or high-end eRetail preferred
• Advanced knowledge of PowerPoint and Excel to create effective presentations and experience drawing conclusions and recommendations • Strong understanding of digital platforms, tools, techniques, and KPIs. • Solid knowledge email service providers, SMS platforms and loyalty platforms, campaign tracking and analytics
• Ability to think strategically and tactically, with an integrated, omni-channel mindset and a deep understanding of the current CRM landscape and trends

Other:

• Familiarity with competitive landscape and best in class loyalty programs, passion for customer engagement and loyalty
• Experience with Salesforce and/or Shopify and retailer.com eCommerce platforms a plus • Must be an excellent communicator and collaborative team player.
• Possess strong interpersonal and relationship building skills.
• Highly organized, with superior attention to detail. • Adaptable, resourceful and forward thinking.
• Experience working at innovative, fast-paced startups or indie brands is a plus!

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The expected base salary range for this position is $85,000 to $95,000. The exact base salary is determined by various factors including experience, skills, education, geographic location and budget.

This position is also eligible for participation in the company discretionary bonus plan, based on personal performance and company results.