Manager, CRM Technology

Remote New York, NY

About Coty:

COTY is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skin and body care. COTY is the global leader in fragrance and number three in color cosmetics. COTY’s products are sold in over 150 countries around the world. COTY and its brands are committed to a range of social causes as well as seeking to minimize its impact on the environment.

Some of Coty's iconic brands include: Kylie Cosmetics, Covergirl, Sally Hansen, Philosophy, Gucci Beauty, Calvin Klein Fragrances, Marc Jacobs Fragrances, Burberry Beauty (full list available on Coty.com).

The Role:

Coty’s global Digital Technology Team is hiring for a Manager of CRM Platforms to support the implementation & adoption of CRM tools across the business. The CRM team focusses on traditional CRM (email/text), consent management, customer service, social media management, and ratings & reviews technology platforms. This person will report to the Director of CRM Technology and will serve as the global point of contact for business users. As a global point of contact, this person will work very closely with the brand marketing, DTC, ecommerce, influencer marketing and customer service teams across all Coty brands globally. A passion for working with marketers to automate & improve existing processes and enabling new use cases will be key. This role will require clear communication and organization skills to support the needs across Coty’s matrixed global organization.

Responsibilities:

Help manage the CRM technology vendors & platforms via accurate tool setup & implementation, rollout of new features & functionality and user communications & training
Work hand in hand with the other Digital Technology team members & external support teams to coordinate roll outs and integrations via Jira (agile project management)
Educate the digital marketing teams and agencies on the CRM tools in place, including why they are needed, how they will help and how to use them
Maintain ongoing communication with global points of contact on tool updates, adoption & trainings
Maintain a pulse on brand updates, strategy & KPIs and communicate digital tools and capabilities to the teams in the context of their programs and initiatives
Work closely with Coty legal to ensure CRM tools are in compliance with legal regulations throughout regions of operation (GDRP, CCPA compliance)
Manage external operations support teams who handle daily user requests through Coty’s digital service desk
Bring new ideas to CRM tech as industry & tooling evolves

You will bring:

The ability to work independently in a dynamic, fast-paced, high energy environment; ability to multitask will be a key to success
A technical background with knowledge of software development or marketing technologies
Strong analytic skills
Familiarity with work with agile project methodology
Creativity to technology & business challenges
Strong communication skills
The ability to lead & mentor others with varying levels of skills & expertise
Resourcefulness and flexibility to changing business requirements & regulations

Desired Skills:

Marketing technology experience; Beauty, CPG background a plus
Domain knowledge of Martech landscape and ability to translate into marketing use cases required by the business
Experience working with customer data, customer relationship, consent, customer service, social media management and ratings & reviews platforms (Sprinklr, Adobe Suite, Salesforce, Bazaarvoice, One Trust, Zendesk)
Comfortable working in global, matrixed organizations with both internal and external stakeholders
Degree in Business, Marketing, Statistics, or other related field a plus