Director, Global CRM, MAC

 •  Estee Lauder Companies New York, NY

8 - 10 years experience  •  Market Research

Salary depends on experience
Posted on 11/22/17
8 - 10 years experience
Market Research
Salary depends on experience
Posted on 11/22/17

Reporting into the Executive Director, Global Consumer Marketing, the Director, Global CRM and Loyalty is responsible for the development of customer-centric programs for the M

  • A

  • C brand to drive growth and build profitable, long-term customer relationships. This position will lead CRM initiatives globally from database driven marketing strategies and continue to evolve the M

  • A

  • C Select loyalty program. Responsible for developing consumer insights and building actionable plans that drive business results supporting the brand’s overall strategy.



  • Provide support, leadership, and direction for direct reports and oversee all programs and analysis to ensure success

  • Support Executive Director managing vendor relationships

  • Support Executive Director with MAC regional and market teams to ensure all programs support brand plans

  • Work with CRM manager to lead and manage regular calls with Regional Marketing Directors to cover all CRM, Database and Analytics topics and develop clear action plans and priorities.

  • Develop and provide guidelines and processes to international affiliates to help local teams maintain brand DNA

  • Provide a clear vision and leadership for consumer marketing efforts and communicate/ensure this is understood by direct reports, key internal and external constituents

  • Develop partnership relationships with ELC Corporate business departments establishing and managing MAC business

  • priorities


  • Lead CRM capabilities development globally

  • Lead CRM program and activations implementation globally

  • Oversee lifecycle marketing strategies that identify valuable consumers and opportunities that drive increased engagement and revenue

  • Optimize communication strategy in all channels to improve engagement, conversion and retention

  • Serve as a CRM business intelligence leader, utilizing analytics to drive customer-centric action plans

  • Lead the development of database marketing analytics, segmentation analysis, and other analytical techniques to improve consumer understanding and deliver insights that drive repeat and retention

  • Manage external vendor relationships related to CRM, loyalty, consumer marketing and database management

  • Manage CRM and Loyalty marketing budgets


  • Own and manage the strategy for a best in class loyalty program that drives membership growth, increased engagement, retention and profitability

  • Lead and oversee international teams to design, plan and implement a locally relevant loyalty program based on the global framework

  • Continually drive innovation in the program to keep it fresh and relevant for the customer to retain existing customers and acquire new customers

  • Provide end-to-end leadership of program initiatives from requirements definition to deployment and performance analysis, along with issue and risk management

  • Ensure that analysis, test and learn principles are conducted in a systematic way to develop optimizations and identify areas of opportunity

  • Conduct an in-depth program evaluationyearly to drive performance, remove wastage and improve customer experience

  • Coordinate with all business functions to meet brand standards, industry best practice and legal compliance

  • Continually monitor the loyalty programs in the prestige beauty industry as well as those of other luxury retail players in North

  • America and internationally – understand drivers of success, specifics of each benefit category and also other innovative /

  • next-generation offerings


  • Track and report on customer KPI metrics for CRM and Loyalty

  • Manage the distribution of Loyalty program reporting and status to executive stakeholders

  • Stay abreast and provide updates to the leadership teams on global competitive activity, trends and industry best practice



  • Position requires 8years related experience preferably in retail

  • College/University graduate required. MBA preferred.

  • 3 years of management experience

  • Consumer marketing background with proven expertise in CRM

  • Proven experience driving large scale customer acquisition and retention programs

  • Proven record of collaborating cross-functionally to create personalized customer experiences

  • Loyalty program management experiencepreferred

  • Brings a consumer-centric mindset, creative thinking and exceptional analytical skills; experience conducting CRM campaign analytics and consumer research to inform marketing decisions

  • Ability to multi-task

  • Strong problem-solving skills

  • Proven project management, ability to lead, develop and motivate team.

  • Outstanding written, oral, and presentation-based communications skills

  • Displays a passion for the beauty industry, the discipline and a drive to improve and work through challenges

  • Some travel may be required


Job Number: 174732

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