Senior Manager, Global CRM (Hybrid Role)

OLAPLEX, Inc. (Nasdaq: OLPX) is an innovative, science-enabled, technology-driven beauty company. We are founded on the principle of delivering effective, patent-protected and proven performance in the categories where we compete. We strive to empower our consumers to look as beautiful on the outside as they feel on the inside. We believe every person deserves to have healthy, beautiful hair, whether they are visiting a salon or caring for their hair at home.

OLAPLEX has been able to achieve phenomenal growth and we continuously seek exceptionally talented individuals who can support our innovation and creativity. Collaboration and flexibility are at the core of our commitment to each other and to the success of OLAPLEX.

About the Role: 

As the Senior Manager, Global CRM & Lifecycle Management, you are technically strong, coming from a background of data driven marketing, with hands-on experience of analyzing data and campaigns. You  have experience of using CDPs for audience creation  and have managed large multi-channel campaigns using personalization at scale, including onsite personalization. You are someone who believes that effective CRM should be able to drive sales even as it seeks to drive loyalty and brand love.

Key Responsibilities, Weight & KPIs:

Customer Acquisition, Onboarding, Loyalty and Lifecycle Management - 30%

• Collaborate with the eCommerce Team to define the new customer acquisition strategy, including potential partnerships with similar brands
• Collaborate with the analytics team to develop predictive models and customer segmentation to inform investment in high quality acquisition and retention programs
• Define the strategy and lead the execution of end-to-end lifecycle programs, including MGM
• Develop & optimize automated trigger based multi-channel campaigns (via email, text, push notification) to drive retention and CLTV
• Develop and implement strategies to drive loyalty and brand love
• Key KPIs to achieve:  New Customers Acquired, Growth of Active Customer Base, Attrition Rate, CLTV, NPS

Drive Sales, Trial and Adoption of New Products through Database Activation - 25%

• Co author and support the implementation of a calendar of multi-channel (email, text, push notification) communication (including promotions) to deliver on monthly sales targets, support new product launches and drive cross sell and upsell
• Collaborate with eCommerce and Performance Media teams to ensure cohesion and consistency across all touch points
• Forecast the sales contribution of CRM managed channels and define and manage budgets
• Key KPIs to achieve: Net sales, Customer Activity Rate, Average Order Value, Average Order Frequency, Trial and repurchase of specific products

Reporting, Test & Learn - 20%

• Define KPI’s for all CRM reporting, identify relevant leading and lagging KPIs, revise existing ones to inform the organization about the health of the DTC business and ensure insights are applied to drive decision making & CRM program optimization 
• Be available to explain the key trends relating to CRM and customer behavior to the organization
• Drive a culture of data powered decision making and to that end own the CRM test and learn roadmap and collaborate with eCommerce and Transformation Teams as needed
• Key KPIs to achieve: Number of tests, Key insights / learnings generated, Increase in engagement, Click-through rates, Reduction in cost per campaign

Content, External Agency Relationship Management - 15%

• Collaborate with Marketing and eCommerce teams to define the messaging and content strategy and incorporate it in the CRM test & learn agenda.
• Manage external partner and vendor relationships (e.g., Klaviyo, Attentiv, Wavebreak) and build strong JBPs and learning agenda
• Key KPIs to achieve: Engagement, Click through rates & Conversion, Evolution of agency fees

Leadership and Evangelism - 10%

• Provide a point of view as a thought leader for leveraging new marketing and CRM technologies, platforms, and channels to reach and engage with new and returning customer segments
• As a domain expert, run a slew of lunch and learn sessions within the company to deepen understanding of data powered marketing
• Key KPIs to achieve:
• Cross Functional Team’s evaluation
• Number of internal lunch & learn sessions

About You:  

• 7+ years of experience managing CRM, in DTC eCommerce and preferably in luxury brands 
• Global / International experience is required, and Beauty or related industry experience would be a plus
• Experience of managing and analyzing digital marketing campaigns across email/ SMS/MMS needed
• Experience of setting up campaigns using CDP
• Demonstrated ability to strategize and manage end-to-end CRM campaigns from audience segmentation to creative development, to deployment and measurement
• Strong proficiency in for data analysis and campaign measurement 
• Experience in email/SMS marketing platforms such as Klaviyo, Bronto, Attentive, Postscript, Sales Force. and reporting dashboards such as Google Analytics. Experience with Shopify is a plus 
• Data-driven with critical thinking skills and the ability to analyze and interpret multiple sources of data into actionable insights for campaign optimizations and ongoing testing plans, and ultimately make considerable revenue impact 
• Ability to effectively communicate, collaborate and influence cross functional departments and as well as present recommendations and insights to senior leadership 
• Advanced MS Excel knowledge, Proficiency with MS Office, and Google Analytics 

We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes. We are looking for someone who will bring all their expertise, learn, and grow with us.

Our Total Rewards: 

The annual base pay for this position is $120,000 - $150,000 with eligibility for an annual bonus. The actual base pay will vary based on factors such as qualifications, years of relevant experience, skill level, functional expertise, certificates or other professional licenses held and geographic location.

• Competitive compensation 
• Work/Life Balance: Flexible paid time off, 11 paid holidays, and flexible work schedules
• Wellness: Company Contribution to Medical, Dental, and Vision Insurance for Employees and their Families, Company Paid Employee Life Insurance, Optional additional Life Insurance, and Short and Long-Term Disability Coverage Options, Dependent Care Flexible Spending Account with Company Reimbursement
• Parental Leave: Up to 18 weeks for all new birthing-parents and up to 10 weeks for all non-birthing new parents 
• Financial Well-being: Roth and 401k plans: 100% match up to the first 4% and is immediately vested
• Professional Development Reimbursement Program: Career development is as important to us as we know it is to you! 
• Culture: Our team has an “attitude of gratitude” and a shared passion for our brand. Join our culture committee and/or DE&I champion team to play a role in building and sustaining our “secret sauce" 
• Products: Twenty (20) free products per year, plus a friends and family discount 

Our Commitment to Diversity, Equity, and Inclusion:

At OLAPLEX, we support and stand up for our community with our talent, content, messages, and product offering. We strive to build and nurture a culture where a focus on diversity, equity, and inclusion is instinctive. Our deep sense of passion and pride in what we do, both as individuals and as a company, unifies our shared commitment to 'do well and do good'. We recognize and celebrate different ideas, perspectives, and backgrounds and know they create a stronger and more creative work environment.  

OLAPLEX is proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state or federal law or local ordinance.