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CRM/Loyalty Manager

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A global beauty retailer is looking for a Project Manager with experience in launching CRM/Loyalty Programs and is familiar with retail/eCommerce.

You will ensure all project elements are managed, milestones are delivered against with team members and stakeholders regularly updated and engaged in project activity. You will report on project status, highlighting risks, issues and opportunities. You will manage the prioritization of Zone project elements with the Zone, Markets and International teams on an on-going basis.

You will identify opportunities for efficiency, enabling re-use of project assets throughout the project. You will create a strong team ethic, supporting each of the CRM Directors/Managers in the AME Zone markets with their loyalty programme launches. You will agree plans and projectbudget utilization with the CRM Programmes Development Manager, working closely to ensure a successful partnership between the Market, Zone and International teams.

In this role, you will be required to travel to London, Mexico and Canada 1-2 times during the 6-8 month contract period.

Key Job Accountabilities:

 Project manage the launch of the new loyalty programme AME market – for 3 countries (US, Canada, Mexico) - to time, budget and quality. Ensure all 3 countries keep pace with the development timeline.
 Oversee the plan, tracking milestones, ensuring all stakeholders are aware of their priorities and schedule meetings with key stakeholders to facilitate timely decision making.
 Ensure project team members and stakeholders are working on their project tasks ahead of time by regularly checking in with them.
 Make sure the project critical path is understood and managed.
 Schedule planning and progress meetings, circulate key decisions and actions, follow up on actions.
 Ensure that all required project documentation is completed, reviewed and signed-off where appropriate. This includes but is not limited to plans, status reports, user testing scripts, training materials, configuration documentation, procedural documentation.
 Act as key communications channel to different areas and stakeholders about key decisions for the project. Live and breathe the project, so fully aware of all project details at all times.
 Ensure that User Acceptance Testing of the solution is completed in each of the markets, reporting any found software bugs to the technical teams in the agreed method.
 Ensure training materials are created, updated and trained into the international and store teams via the Retail Academy.
 Ensure risks and issues associated with projects are identified, flagged and dealt with in a timely manner to secure delivery.
 Re-prioritize tasks when needed.
 Interface with agencies and external suppliers (such as LYBC card printing house. etc.).
 Set up and maintain documentation relating to the key areas of the project.
 Attend all meetings from a AME perspective and keep in regular contact with International and all 3 countries (US, Canada, Mexico)
 Manage the expectations of all stakeholders to ensure project scope meets their needs. This should include CRM, E-Commerce, Finance, Retail, Commercial and IT.
 On the successful delivery of the Love Your BodyTM Club project, ensure that the day to day operation is handed over to business as usual teams, including local marketing (CRM, E-Commerce), international (CRM, E-Commerce, Customer Care, IT). Make sure that procedures exist for replenishing physical programme assets and that on-going roles, tasks and procedures are understood.
 Support with additional tasks relating to the project as needed.

Working Relationships & Interfaces (where applicable):

Internal External
International CRM Third party suppliers and agencies
Canada CRM
Mexico CRM

Key Business Owners (all functions)
International IT
Retail Academy
Personal requirements for role


 Proven project management ability and extensive experience.
 Previous account management experience at CRM/marketing agency (desirable)
 Understanding of CRM and loyalty programmes (desirable)
 Ability to demonstrate deep knowledge of business processes in a Retail environment.
 Excellent attention to detail.
 Previous experience of managing projects with teams from wide ranging business areas.
 Ability to work across geographies and time zones
 Proven ability to run a number of parallel projects across many areas at detailed level.
 Ability to prioritize between competing activities to meet project objectives.
 Excellent analytical and problem solving skills.
 Self-motivated and process driven, with experience of working in a high-pressured environment, working to deadlines, working alone, and using own initiative.
 Strong stakeholder management and ability to negotiate and influence key business stakeholders at all levels.
 Understands the bigger picture, ensuring that there is a focused on achieving the end goal to a high quality. Motivated and excited by the end project objective.
 Working knowledge of project planning software such as MS project or equivalent.
 Experience of ecommerce (desirable).

 Educated to degree level or equivalent.
 Ideally a recognised project management qualification e.g. PMP

Competencies required:
 Acts and Leads with Human Sensitivity
 Interacts Effectively
 Manages Complexity
 Achieving Results with Integrity

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