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Job Details

Director of CRM and Digital Marketing

Company name
L'Oreal USA, Inc.

Newport Beach, CA

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Urban Decay is seeking a Director of CRM and Digital Marketing

to join our team in Newport Beach, CA.


The Director of CRM and Digital Marketing is responsible for strategically planning, testing, implementing, and optimizing online marketing investments and initiatives across SEM, affiliates, programmatic display, retargeting, email, referral and loyalty programs. In addition, this position will build retention and lifecycle initiatives, developing innovative ways to nurture long-term customer relationships, reduce churn, and improve engagement and customer lifetime value. The Director will also be responsible for the development of the Urban Decay CRM & Loyalty roadmap strategy and execution for both D2C and FSS programs.


Direct all SEM, affiliates, display/retargeting, email, and lead gen programs, ensuring investments and efforts within each program drive the forecasted amount of qualified traffic, demand, and buyers for each program

Determine annual marketing investment required to meet or exceed database growth goals, traffic and demand goals and develop business case to support the annual investments

Ensure continual optimization of each program to drive results versus forecast on a weekly, monthly and annual basis. Oversee efforts to ensure optimal allocation of the weekly budget investments in each program

Conceptualizes and drives CRM activation plans and optimization strategies. Responsible for creating and implementing customer contact optimization strategies targeted to customer acquisition and retention

Increase lifetime value and reduce churn by engaging customers with the most targeted, relevant, and personalized content at each stage of the customer lifecycle

Perform customer analysis, segment customers into meaningful and actionable cohorts, conduct A/B and multivariate tests, establish reporting infrastructure, track and analyze performance, and communicate out results

Collaborate with Brand Marketing team to align on digital marketing initiatives to ensure a consistent, seamless customer experience, leveraging best practices

Owns final customer strategy; controls and approves budget, asset deployment, creative development and briefings of emails, name collection and on-site personalization strategy.

Lead FSS data integration plan, communication and strategy in conjunction with Global Marketing

Develops and evolves CRM value proposition for sites and FSS

Participates and collaborates to maintain good communication with D2C and DMI to share, learn and align on plans and prioritize to maximize business impact, KPI improvement and ROI

Shares CRM best practices and competencies across the organization as needed.

Generates sophisticated understanding of the UD consumer and product preference insights and leverage this customer data to build customer-centric website strategies and capabilities

Defines and manages the UD’s Loyalty Program including program structure, roadmap, benefits, program offer expense management, as well as conceptualizing the data architecture needed to support long-term goals

Oversees, track and analyzes applicable programs to ensure efficiency and effectiveness of programs

Directs efforts of Loyalty and CRM vendors and other third party contractors and integrations

These job responsibilities are subject to change in accordance with business needs

Other duties may arise as assigned


Successful employee should be adaptable in using their organizational skills to prioritize tasks and opportunistic in taking ownership of various projects. Have the urgency to anticipate busy schedules and teamwork to communicate with other members of the department/store to complete assignments on time and accurately. Possess openness in their problem solving and integrity in their research to effectively address the needs of the company. Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.


8 years of progressive demonstrable experience managing a CRM program.

Expert knowledge of CRM ' segmentation, offer management, campaign management, data mining, database marketing, direct marketing, email marketing, and interactive marketing

Experience working in an Omni-channel environment

Familiar with executive level reporting and communication. Able to clearly communicate CRM concepts to an audience with a wide variation of experience on the topic.

Ability to partner with internal and external groups to execute campaigns and produce results in all areas of responsibility

Entrepreneurial spirit, attention to detail, customer-service orientation, and creativity in problem-solving

Strong knowledge of consumer insights, retail and digital experience, merchandising and sales.

Experience in establishing procedures, implementing processes and executing initiatives

Team player and collaborative style to build relationships cross-functionally and at all levels of the organization Excellent communication and writing skills

Dynamic, entrepreneurial personality with the ability to manage multiple tasks

Proven expertise in problem solving and project management

Good organization and prioritization skills required


Education/ Experience/ Licenses or Certifications

Bachelor’s degree required

8 years of progressive demonstrable experience managing a CRM program.

Experience managing digital budgets and understanding of financial norms


May occasionally lift and/or move up to 25 pounds


Salesforce / Exact Target platform experience

500Friends Loyalty

Tableau Reporting

Google Analytics

Krux or like DMP experience

Demandware eCommerce platform a plus

Microsoft Office Suite

About Urban Decay Cosmetics

Our story opens in the mid-‘90s, when pink, red and beige enslaved the prestige beauty market. Flying in the face of this monopoly, Urban Decay unleashed a line of lipsticks and nail enamels inspired by seedier facets of the urban landscape. The vibe since day one? Beauty with an edge™.

While we’ve grown like crazy since then, we haven’t stopped experimenting. We now offer an endless array of high-performance cosmetics, from velvety-soft shadows (including some of the industry’s bestselling palettes) and creamy, badass lipsticks to weightless complexion products and high-tech setting sprays to make your makeup last all day.

Urban Decay is the leading, trend-setting cosmetics company that extends employment opportunities to those individuals who are just as passionate about working in the industry as we are. Our company's success and growth allows us to search for highly talented and extremely dedicated individuals who are eager to join our team.

We are part of the L'Oréal group. Find out more about our parent company online at:

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.





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Company info

L'Oreal USA, Inc.
Website :

Company Profile
Present in 130 countries, L’Oréal is the world’s leading beauty group. Its robustness, which is largely due to the talents and diversity of its employees, has resulted in over a century of experience in producing beauty products and services.

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