CRM & Customer Engagement Specialist

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Ready to bring passion into your career?

A global leading skincare and make-up company, Clarins Group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Its raison d’être is "making life more beautiful, passing on a more beautiful planet".

Operating in more than 150 countries, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas.

Because our 8,000 talents are unique, we are committed to promoting diversity in all its forms.

Do you want to help write the next chapter of our story? 

What you will own:

•  Reliable, on-time CRM campaign delivery across all four Nordic markets
• Consistent execution of the loyalty, VIP and prospect engagement plans
• Effective coordination of Customer Care operations and complex escalations
• Clear performance reporting, actionable learnings and well-maintained processes

Area of responsibilities:

CRM campaign production and deployment

• Manage end-to-end production of email and SMS campaigns in line with the commercial and e-commerce calendar, from brief and build to testing, approval, scheduling and post-send checks
• Coordinate content localization and the four market/language versions
• Produce newsletters in HTML using BadSender and set up audiences, targeting, triggered journeys and specific campaigns in Adobe Campaign
• Run rigorous quality assurance across content, links, rendering, tracking, targeting, and settings before launch
• Troubleshoot campaign and platform issues with internal technical teams and external solution providers, including Sinch, BadSender and Email on Acid

Customer Care operations and customer experience

• Act as the day-to-day business contact for the Customer Care centre and the internal second level of support
•             Serve as the escalation point for complex cases and directly handle selected customer requests when required
• Monitor recurring issues, NPS and CSAT; coordinate action plans and follow through with E-commerce, Operations, Marketing and technical teams
•             Keep processes and guidance up to date and use Customer Care and social feedback to identify practical journey improvements
• Support effective use of Zendesk and related customer-service workflows.

Loyalty, VIP and prospect engagement

• Execute the online loyalty programme calendar, including welcome journeys, rewards, member communications and operational follow-up
• Manage targeted engagement plans for VIP customers and prospects, from audience definition to activation and results review
• Support segmentation and lifecycle communications that improve engagement, conversion, retention and customer lifetime value

Performance, data and continuous improvement

• Prepare monthly, quarterly & annual reporting on campaign and customer performance, including deliverability, engagement, conversion, revenue and database growth
• Analyse results by market, segment and lifecycle stage; translate findings into clear tests and optimisation recommendations

Planning, governance & New Projects

• Track the CRM and loyalty operating budget and coordinate reward, material and gifting forecasts and stock needs with the relevant teams
• Coordinate CRM with E-commerce, Paid Media and regional stakeholders
• Contribute to the strategy (with insights on our clients for Mkt/E-store team & with campaigns analysis & recommendations)
• Support the testing and implementation of new features, tools and process improvements
• Monitor relevant competitor activity and customer-engagement practices
• Testing & implementation of new features

With four markets, four local-language versions and a high campaign cadence, a significant part of the role is dedicated to campaign production, localisation, platform set-up, quality control, deployment and customer-care follow-up. 

What will make you successful_

• You enjoy hands-on execution and take pride in accurate, on-time delivery even when several campaigns and market versions are moving at once
• You are highly organised, comfortable prioritising and able to make complexity visible through clear planning and concise communication
• You combine strong attention to detail with a customer-centric and commercially minded approach
• You take ownership, raise risks early and work effectively with multiple teams and external partners
• You are curious and improvement-oriented, while remaining pragmatic about operational realities

Your experience & skills

Experience and technical skills

• At least 3 years of hands-on experience in CRM, lifecycle marketing or campaign operations, ideally within e-commerce, retail, beauty or a multi-market environment
• Proven ability to translate a CRM strategy into effective direct communications across channels, including the definition and implementation of loyalty programmes
• Ability to drive business performance through direct-marketing metrics, segmentation, data analysis and response measurement
• Strong ability to analyse customer needs and turn insights into concrete actions.
• Experience creating content, including copy and visuals, and managing newsletter and owned-media campaign projects
• Hands-on experience with CRM and campaign management platforms; Adobe Campaign experience would be a strong advantage
• Knowledge of Salesforce Commerce Cloud and Zendesk would be an advantage
• Working knowledge of HTML for email; experience with BadSender, Email on Acid or similar tools would be beneficial.
• Strong English; knowledge of Swedish, Norwegian, Danish or Finnish would be a significant advantage.

Soft skills

• Highly organised and able to manage multiple campaigns and markets simultaneously
• Detail-oriented and committed to on-time delivery
• Customer-centric, pragmatic and commercially minded
• Comfortable working in a fast-paced, highly operational environment
• Autonomous with a strong sense of ownership
• Collaborative across internal teams and external partners
• Curious, solution-oriented and improvement-driven

If you have a curious mind, a thirst to go further and the drive to boldly take on new challenges, join us.

About Clarins Group

A B-Corp certified global leading skincare and make-up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Our purpose "making life more beautiful, passing on a more beautiful planet," is a core commitment outlined in our by-laws.

Operating in more than 150 countries thanks to our 8,000 employees worldwide, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas.

In line with our dual CSR mission of ‘Caring for people, caring for the planet’ we take pride in offering a rewarding yet challenging work environment where everyone can thrive.

This culture allowed us to achieve the certification of Forbes' World’s Best Employers 2024 and Forbes' World’s Best Employers 2024.

To learn more about our group and our commitments to people, visit www.groupeclarins.com.

Equal opportunity employer

We believe in making life more beautiful for our employees and our customers.

Inclusion and diversity are firmly grounded in our core values. We strive to achieve inclusiveness, and we foster an equal-opportunity culture where everyone can reach their full potential and do their best work.

We welcome applications from all backgrounds and are a member of the ILO (International Labor Organization) and the Employers Network for Equity and Inclusion (ENEI).