DDX Manager

About the Position

Hello, we’re L’Oréal, We're not just building brands, we're shaping how the world experiences beauty (and it takes a lot of cool jobs to do it). Intrigued? Keep reading, this might be the opportunity you've been searching for.

We are looking for an experienced DDX Manager to lead and elevate our customer engagement and loyalty strategies across B2B and B2C channels. In this role, you will define the overarching CRM and lifecycle journey roadmaps, orchestrate key loyalty programs (including Kérastase and B2B), and drive our first-party (1P) data acquisition strategy for PPD ANZ. You will manage two direct reports, partner closely with brand, commercial, and CDMO teams, and leverage data-driven insights to maximize the commercial contribution of our eBoutique and professional salon communications.

Responsibilities

Strategy & Lifecycle Management

• Define the overarching CRM strategy, audience targeting, and segmentation roadmaps for B2B, D2C, and B2C channels, setting divisional KPIs across the full funnel (Acquisition, Retention, Reactivation, and CLTV).
• Design and define trigger-based and lifecycle journey roadmaps for B2B and D2C customers, driving strategy and activation for the Kérastase Loyalty program and B2B loyalty initiatives.

Data & Operational Integrity

• Lead the 1P data acquisition strategy to maintain a robust, compliant, and hygienic database while guaranteeing total database hygiene, data privacy, and local regulatory compliance.
• Partner with the CDMO to ensure a best-in-class digital ecosystem, managing external CRM agencies and vendors to deliver projects on time and within budget.

Commercial Contribution & Execution

• Maximize CRM's commercial impact on the Kérastase eBoutique and define B2B communication strategies & cadence to strengthen relationships with salon partners.
• Ensure flawless execution and performance of all CRM campaigns and technical maintenance projects, continuously optimizing the customer experience through deep-dive analysis of interaction data.

People Development & Capability Building

• Directly manage, develop, and mentor two direct reports (CRM specialists/executives) to ensure professional growth and high-quality DDX operations delivery.
• Upskill brand teams on CRM best practices, user journey design, and digital tools.

Requirements

• CRM Platform & Analytics (specifically Salesforce Marketing Cloud)
• Data Analytics (specifically Google Analytics)
• Digital Project Management
• Digital Transformation Management
• Business Intelligence Analytics

Qualifications

• Proven experience in CRM management covering both B2B and B2C environments.
• Hands-on experience with Salesforce Marketing Cloud (SFMC).
• Proficiency in Google Analytics for data analysis and performance tracking.
• Demonstrated ability to lead, mentor, and grow a high-performing team.
• Strong stakeholder management skills with experience collaborating across commercial, brand, and digital functions.

We Offer

• A place for you to leave your comfort zone and grow beyond your potential (here, you’ll be encouraged to try new things and take risks!)
• Real responsibility from day 1, there’s no sitting on the sidelines at L’Oréal
• An environment where people of every ethnicity, social background, age, religion, gender, and sexual orientation as well as people with disabilities are accepted, can speak up, will thrive, and are celebrated!
• A place where you can contribute to something bigger! Many of our brands have societal/environmental causes to make a concrete difference.

About the Company

L’Oréal is present in 150 markets on five continents. For more than a century, L’Oréal has devoted itself solely to ‘Create beauty that moves the world’; it is now the industry world leader with €42 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet.

At L'Oréal Professional Products Division, we have more than 115 years of avant-garde to define the present and shape the future of professional beauty. We are an open space for innovation and technology while we take care of the planet, creating more hope and less waste, we create as unique experiences in every channel, just as unique as you are. We are the cutting edge.

We’re committed to guaranteeing inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way. The Group strictly prohibits discrimination against any applicant for employment because of the individual’s gender identity or expression, sexual orientation, visible and/or invisible disabilities, socio-economic and/or multicultural origins, health conditions, age, religion, or any other characteristics protected by law.

Application Information

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