Customer Relationship Management Lead, Neutrogena
Kenvue NA

Kenvue is currently recruiting for:

Customer Relationship Management

Lead - Neutrogena

Who we are

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we're the house of iconic brands - including Neutrogena, Aveeno, Tylenol, Listerine, Johnson's and BAND-AID® Brand Adhesive Bandages that you already know and love. Science is our passion; care is our talent. Our global team is made up of ~ 22,000 diverse and brilliant people, passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact the life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage - and have brilliant opportunities waiting for you! Join us in shaping our future-and yours.

Role reports to: CX Product Owner, Neutrogena

Location: Skillman, NJ (Kenvue's corporate headquarters is currently located in Skillman NJ, but is scheduled to move to Summit, NJ in or around early 2025.)

Travel : 10%

Pay: 92,000- 149,500

What you will do

The CRM Lead, Neutrogena is responsible the development and execution of strategies to increase customer retention, loyalty and lifetime value. This person will work cross-functionally with creative, site development, and broader marketing team to help ideate, build, and execute compelling programs to drive consumer engagement including but not limited to email and SMS campaigns.

Key Responsibilities

• Manage email and SMS messaging inclusive of marketing, behavioral triggers, and promotional messages to drive increased engagement across our customer database.
• Compile, analyze and present weekly marketing reports covering KPIs such as email delivery, opens, clicks and unsubs per email. Identify and track against competitive external benchmarks.
• Champion Test Learn in the email channel. Collaborate with CX Analytics partners to establish testing roadmap to identify opportunities to improve key email metrics including but not limited to: time of day/day of week, segmentation and personalization, promo types, etc.
• Work cross-functionally with our Brand Growth, Social and Customer Strategy teams to gather, develop, and build content for emails; write creative briefs, maintain email and retention marketing calendar
• Collaborate with web development to build out new email and landing pages as needed
• Identify process improvements to drive efficiencies within the email program, including but not limited to templates and automations.
• Own file health and monitor deliverability. Interface with email, and other vendors to troubleshoot and enhance email performance.
• Deliver on email file growth targets and contribute to 1P data collection strategy inclusive of email capture on site and in our broader marketing programs .
• Understand and help develop segmentation strategies; use internal data resources to filter and target appropriate segments.
• Analyze customer data and generate actionable insights and retention strategy based on cohorts, customer segments and lifetime value.
• Stay up to date on email marketing best practices and tools, continually searching for ways to broaden the reach and impact of the email program.
• Partner across Kenvue brands to share learnings, collaborate on pilot programs and represent Neutrogena as an email marketing SME.

What we are looking for

Required Qualifications

• 2-4 years of email and retention marketing experience
• Experience managing ESP platform (SFMC preferred)
• Track record of growing email list size and engagement for a brand or retailer
• Foundation with CRM/customer marketing programs, email marketing, and familiarity with analyzing customer Lifetime Value
• Ability to analyze data and elevate key insights to various internal audiences (cross-functional teams and company leadership), and the ability to apply data-driven thinking to creative conversations.
• Bachelor's Degree required.

Desired Qualifications

• Experience with a CDP or customer loyalty program

What's in it for you

• Annual base salary for new hires in this position ranges from $92,000.00 to $149,500.00.This takes into account a number of factors including work location, the candidate's skills, experience, education level & other job-related factors.
• Competitive Total Rewards Package*
• Paid Company Holidays, Paid Vacation, Volunteer Time & More!
• Learning & Development Opportunities
• Employee Resource Groups
• This list could vary based on location/region

*Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or any other legally protected characteristic, and will not be discriminated against on the basis of disability.

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