Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care.  COTY is the global leader in fragrance and number three in color cosmetics.  COTY’s products are sold in over 150 countries around the world.  COTY and its brands are committed to a range of social causes as well as seek to minimize its impact on the environment. For additional information about Coty Inc., please visit www.coty.com.

JOB TITLE: CRM Manager & Client Engagement Manager

Employment Type: Full Time

Department: Local Country Affiliate

Reporting to: Marketing Lead

Direct Reports: N.A

Collaborators: Global Brand Teams + Regional Ecommerce, Digital & CRM Team + Local Marketing Team + Local Commercial Team

ROLE

Working closely with the marketing team and agencies, the role is involved throughout the planning, implementation, measurement, and optimisation process to achieve company objectives such as lead generation, brand awareness and engagement, conversion and sales.

As a CRM & Client Engagement Manager, you are responsible for enhancing customer satisfaction, in-store client engagement, loyalty and profitability by effectively managing and leveraging customer data and relationships.

This includes:

• Developing & driving the overall CRM and Clienteling strategy for Thailand market, in line with business goals.
• Managing customer data and ensuring its accuracy, completeness and security within CRM system.
• Utilising the CRM system to analyse and report customer and sales trends, and develop actionable CRM efforts to support productivity.
• Analysing ad-hoc and automated communication ROI performance, and develop a robust CRM campaign calendar for targeted, relevant communications to support business needs.
• Supporting local marketing, commercial and regional CRM teams on rolling out CRM strategies and campaigns that optimize customer relationships, retention & engagement.
• Creating and implementing a seamless omnichannel communication plan to engage customers through various channels like email, SMS, LINE and in-store interactions.
• Supporting regional CRM team in the roll-out & monitoring of clienteling initiatives, through consistent BA training and feedback on performance and opportunities for improvement. 
• Collaborating with marketing & training teams to drive in-store customer engagement & satisfaction, through monthly BA trainings, customer gifting protocols & follow-up communications.
• Developing & managing CRM assets like sampling microsites, online landing pages and Email assets.
• Supporting regional CRM team in the adaptation, translations & development of local CRM asset content.

WHAT YOU’LL BRING  

• 7-10 years of relevant work experience in cosmetics/ beauty industry/ CRM.
• Prestige or luxury brand experience is preferred
• Degree in marketing management, business, information systems, or similar.
• Strong analytical skills, fluency in Microsite Excel is a plus.
• Good supervision, research, and troubleshooting skills.
• Ability to tackle the demands of ever-evolving technological implements with ease.

Key Personal Characteristics

• Well organized & Self Starter
• High efficiency & strong multi-tasking management skill
• Positive working attitude and good team spirit
• Quick-learner, Proactive, Passion for growth
• Fine understanding of the beauty industry and skincare category
• Excellent communication skill
• Good oral and written English