Associate Manager, Lifecycle Marketing

JOB SUMMARY:
The Associate Manager of Lifecycle Marketingis responsible for coordinating and executing L’Occitane NA customer retention roadmap, SMS campaigns, and trigger journeys. This role entails building and executing trigger emails and marketing SMS, generating campaign segments, customer targeting, tracking, and reporting on performance and helping to create engaging & branded journeys.
The ideal candidate is data-driven and customer-centric; accountable for growing L’Occitane customer retention and driving long-term value and loyalty across L’Occitane NA customer lifecycle.
JOB RESPONSIBILITIES:
Email and SMS Campaign Execution:

• Execute end-to-end automated/trigger emails and marketing SMS campaigns.
• Develop targeted audiences and segments for each message and journey.
• Conduct A/B tests, manage testing calendar, record results, and provide insights for continuous improvements.
• Utilize customer data, such as web behavior, to personalize messages and content effectively.
• Manage reporting on SMS & email metrics/KPIs to assess campaign effectiveness and communicate insights to teams.
• Code emails with HTML/CSS, build target audiences, coordinate creative needs, build workflows, and dynamic logic in the CRM tool.

Lifecycle Marketing:

• Collaborate with Senior Manager of CRM to develop and implement trigger journeys focused on creating meaningful customer experiences and driving retention.
• Collaborate with Senior Manger of CRM and Retail team to analyze customer data, identify market trends and leverage CRM learnings to implement clienteling strategies to enhance customer loyalty and retention.
• Create and execute personalized communication plans to nurture client relationships and drive customer satisfaction.
• Utilize marketing automation tools to streamline workflows, optimizing campaigns for enhanced customer satisfaction.
• Measure the performance of campaigns and report performances for all campaigns on weekly/monthly basis.
• Regularly analyze and identify improvement opportunity for the customer journey throughout the sales funnel, from day one acquisition to 90+day active customer lifecycle.

Strategy & Optimization:

• Develop and maintain strong, long-lasting relationships with clients through personalized communication and engagement strategies.
• Conduct A/B tests, analyze results, and provide insights for continuous improvement, always with the customer in mind.
• Provide regular performance reports for all campaigns, offering actionable recommendations for improvement and heightened customer satisfaction contributing to retention.
• Build comprehensive reporting dashboards that focus on customer-centric key performance indicators.
• Stay updated on industry trends and best practices to enhance customer-centric campaign strategies.

KEY PERFORMANCE INDICATORS (US & CA):

• Achieving channel (SMS and trigger Email sales) goals through strong support of omni-channel activities for both US & CA, retail, and web channels.
• Growth in new customer recruitment for both US and CA.
• Drive customer frequency and engagement throughout different lifecycle stages.
• Identify and prevent churn to ensure an active customer file for US & CA.

REQUIREMENTS:
EDUCATION

• BA / BSC required

EXPERIENCE & SKILLS:

• 2-4 years of related experience in Lifecycle Marketing, Customer Marketing, Email/SMS Marketing, and/or Project Management experience.
• Experience with CRM strategy, architecting communication journeys, developing compelling email, SMS, and trigger marketing programs.
• Hands on experience building and deploying email and SMS campaigns.
• Proven ability to complete complex cross-functional projects according to scope, budget, and timeline.
• Highly collaborative with strong organizational skills with a deep understanding of project management and a keen attention to detail.
• Proven ability to collaborate cross functionally in a fast-paced environment.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Proficiency in Excel, Word, PowerPoint, and analytical tools.
• Ability to think creatively and constantly test new ideas.

PHYSICAL & TRAVEL REQUIREMENTS

• No travel requirements – regular NY office hours

All Applicants:

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