Project Manager CRM

Job Functions:

Skill:

The CRM Data and Insights Manager oversees all Beauty Pass data, insight, and analytics efforts to drive impactful decision-making across the organization. This remit ensures seamless and real-time access to data; and drives his/her team to generate strong insights and actionable reports. He/she will have a track record of expertise in identifying data requirements, turning raw data into compelling insight and working with relevant Sephora teams to identify/action opportunities. The CRM Data and Insights Manager needs to be an effective project manager who can prioritize work, drive deliverables and collaborate effectively with teams. He/she should also be a strong team manager able to inspire, nurture and grow team members.

KEY ACCOUNTABILITIES

LOYALTY HEALTH MANAGEMENT
• Oversee the main program KPIs, create accurate monthly forecasts and reconcile monthly versus actual.
• Lead the monitoring of key loyalty program health metrics to identify status/risks and deep dive into insight/trends.
• Leverage data to provide actionable insights that further optimize program performance and enhance customer retention.
• Regularly present findings to stakeholders in a clear, digestible format to inform strategic decisions.

DATA AND INSIGHT OVERSIGHT
• Manage all incomings data requests to support the Sephora business with loyalty-related data around stores, e-commerce, brands and more.
• Lead all discussions and requests with team to support:
• Insight and reporting needs for thematic campaigns and brand/product launches.
• Splits, forecasts, run rates and redemption for gifting and more.
• Segmentation, insights and A/B testing for communications.
• Set up a prioritization framework to handle competing demands and split work amongst team members effectively.
• Monitor workload and incoming requests to stay on top of backlog, new requests and work in progress with constant flags to delivery risks.

REPORTING AND ENABLEMENT LEADERSHIP
• Oversee the delivery of scheduled weekly and/or monthly reports to various areas of the business leadership teams with a focus on loyalty metrics in-store and online.
• Manage and maintain user-friendly reports and dashboards that provide key real-time metrics easily accessible and understood by the larger organization.
• Share reports on a consistent cadence with strong ‘so what’ implications to ensure stakeholders are well-informed and can take effective decisions.
• Continue to drive data excellence across the organization by constantly aligning with other insight experts across the group including Offers, E-commerce and Retail.

STAKEHOLDER MANAGEMENT AND REQUEST OPTIMIZATION
• Manage strong relationships with various business teams to understand their data needs and ensure that delivered result is relevant and timely to their business challenges.
• Organize and manage all incoming data requests, ensuring clarity in ask and purpose of data required.
• Create an effective data repository of all previous reporting and dashboards to ensure access and sharing across teams and requestors
• Be the point of contact for all Global and Central teams in the areas of data, insights and analytics
• Constantly coordinate with Global and Central tech teams to ensure access to correct data platforms/systems and reliability of data pulled

SKILLS, EXPERIENCE & PERSONALITY
• 5+ years of relevant experience in pulling and analyzing large datasets, and creating actionable insights
• Track record of success in leveraging data to drive business decisions with demonstrated impact
• Preferred experience working within the retail industry focused on multiple brands and products as well as complex data segments
• Bachelors degree in Analytics, Computer Science or equivalent
• Adept at quickly learning new data platforms and a master at leveraging tools to quickly and effectively analyze data. Knowledge of Power BI is preferred
• Strong project manager who is able to take on multiple and conflicting requests and effectively create a delivery plan across team members
• Excellent communication skills (oral, written, and interpersonal) and ability to work in teams