CRM Director

The Body Shop ,
London, Greater London
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Job Description

The Body Shop When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good - that's us. Over 40 years later, we're proud to be pioneering cruelty-free beauty every step of the way. We're the original ethical beauty brand. We've got a thing for empowering people and enriching our planet. We're all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We're never afraid to stand up and speak the truth. We like to do things a little differently around here. The Body Shop, along with Aesop and Natura, is part of Natura & Co, a global, multi-channel and multi-brand cosmetics group that is committed to generating positive economic, social and environmental impact. Group owner Natura is Brazil's number one cosmetics manufacturer. Sustainable development has been the company's guiding principle since it was founded in 1969. In fact, this is an incredibly exciting time for The Body Shop. We're fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who's not afraid to mix things up. Your role in a nutshell Are you a CRM Director looking for your next role with an award-winning global retail business? Then we'd love to hear from you! Lead the development of the global CRM strategy and operating model in conjunction with the Customer and Digital leadership teams. Define the future-state Loyalty proposition and implement. Provide clear guidance on execution in all company markets. Deliver the financial, customer value and customer retention goals of The Body Shop. Work collaboratively with Marketing Directors, Ecommerce Directors, GMs and other stakeholders to plan and execute CRM activties to achieve budget. Lead the global CRM community - defining best practice, driving consistency of execution and improving the global capability. You will play a critical part in the digital transformation of The Body Shop global. This role will transform the way The Body Shop goes to market. More about the role * Define and develop the global CRM strategy (across all touchpoints and channels) and operating model (organisation design, governance, suppliers, toolsets, measurement moethodology) to deliver against growth targets * Liaise with Marketing Directors, Ecommerce Directors, market GMs and broader stakeholder set to agree forecasts and budgets across CRM. Manage direct cost centres in line with budget agreements and establish appropriate governance and control over global CRM investment * Optimise the existing Loyalty programme. In parallel, define the future-state loyalty proposition and implement * Prioritise and make trade-offs to drive sales and profit growth for The Body Shop * Use industry, competitor and in-house insight and analytics to drive the business * Coordinate closely with the in-market GMs, Ecommerce Directors, CRM Director and Digital Product Director to ensure efficient, effective end to end customer experience * Ensure that The Body Shop brand values and expression are felt by the customer, coordinating with other parts of the organisation to ensure this occurs * Act as the point of contact in the business for CRM * Work closely with the Customer Strategy and Analytics Director to ensure CRM strategy aligns with broader customer acquisition and retention strategy. Collaborate to ensure appropriate customer-level performance analysis of marketing activity and the loyalty programme * Establish and lead the global CRM community - fostering knowledge share and consistency of execution and analysis What we look for IDEAL EXPERIENCE * Seasoned CRM leader, with experience ideally from an ecommerce, or preferably multichannel, retail environment * Experience working in multi-national matrix organisations * Experience drive customer and sales growth across multiple countries * Experience of defining, implementing and managing large-scale loyalty programmes * Excellent understanding of CRM, loyalty, ecommerce, social media and paid digital media * Strong manager and able to build, develop and motivate a high performing, multi-location team * An effective leader able to create buy-in and influence across a large number of stakeholders * Commercially driven with a focus on the numbers and growth levers QUALIFICATIONS * Educated to degree level or equivalent. Talent Drivers Leadership Collaborative Skills Purpose Commerciality Personal Conduct

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