Customer Engagement Manager

Noble Panacea is a new revolutionary skincare brand founded by Nobel Laureate Sir Fraser Stoddart and launched in October 2019. The ground-breaking OSMV™ Technology at the core of the brand enables transformational efficacy and precision. We create with intention and deep respect by adhering to the global principles of green chemistry. We take our commitment to nature and sustainability to all stages of product development, from R&D to packaging. Ultimately, we strive to promote absolute skin health by empowering all who seek authentic, natural, and ageless beauty.

We are looking for a Customer Engagement Manager to lead our CRM, Loyalty and Retention programmes.

Reports To: Global Digital Director

Direct reports: x 3 (1 x CRM Specialist, 2 x Customer Concierge)

Duties and Responsibilities Include:

· You will be responsible for developing and executing strategies to enhance customer engagement, retention, increase satisfaction, and loyalty.

· You will act as the Voice of the Customer in the business, always acting with the end consumer in mind, critically thinking and analysing how to use data and insight to create messaging and services that will resonate with her.

· Lead programmes of CRM based activity to drive more repeat purchase, more loyalty.

· Define and lead the wider engagement and retention strategy, linking together the higher LTV driving activity, whilst also finding ways to grow wider pools of less engaged customers (e.g. followers) and converting to customers.

· Lead our newly launched Loyalty Program; ongoing measurement, management and working with cross functional teams to continually enhance, delivering physical and digital rewards for our customers.

· Manage the customer concierge team, providing a VIP concierge style service to our most valued customers.

· Identify relevant technology, CRM solutions and services to increase repeat purchase and LTV, work with our data, tech and vendor teams to continually improve on the single customer view.

· Analyze customer and engagement data to uncover insights and use them to inform strategy and decision-making

· Responsible for weekly and monthly reporting on all key metrics relation to engagement and retention.

· Lead and participate in strategically important projects, such as launching in new markets or implementing new services that improve customer experience.

· Owning the CRM content calendar and working cross functionally with Marketing, Creative and E-commerce to translate the brand and commercial messaging effectively.

Requirements

Education & Experience:

· Bachelors Degree or equivalent.

· 5-10 years experience, brand or agency side, with strong leadership case studies in CRM / Loyalty / Retention.

· Must have led these disciplines and can show demonstrable evidence of success.

· Relevant brand experience in luxury, beauty and or skincare. We are open to leaders with other relevant category experience

Skills & Requirements:

· A CRM expert with proven, hands-on expertise in the channel, recognized by peers as the go-to authority in this space

· Must know what good looks like when it comes to best in class aligned communication and brand messaging, across multiple channels, paid, earned and owned, CRM, content and loyalty a strong point.

· Must be able to navigate a global organization, working with multiple stakeholders and agency partners to deliver creative assets and content that performs.

· Hands on leadership style, must be as much a ‘doer’ as an ‘orchestrator. Must know their way around the systems and tools required to get the job done, be able to dive in, whilst also shaping long term plans and creating the right conditions for success.

· Strategic, methodical, thorough and reflective with ability to shape a clear and compelling narrative and think outside the box to solve problems in the most effective way.

· Presentation excellence with confidence, credibility, authority and clarity.

· Financial literacy, be able to manage budgets, and work with other functions to control and manage costs.

· Facilitation to lead meetings and situations, draw information from stakeholders, and dig beneath the surface to determine pain points, requirements and solutions for our customers.

· Commercially aware, acts with a sense of urgency, without compromising quality, care and attention to detail.

· Strength in analysing performance reports, customer data and trends. Able to make recommendations and business cases as a result.

· Must be strong with benchmark CRM/CDP/ESP tooling (e.g. Salesforce, Bloomreach, Ometria, Klayviyo etc.)