Cette offre est lié au département Digital marketing
At ManoMano, we bet on passionate and innovative people! Are you looking for a great environment to grow professionally and personally ?
Join us in this tremendous adventure !
ABOUT
Launched in 2013, ManoMano is the European leader specialised in DIY, home improvement and gardening online. ManoMano brings together the largest offer of DIY & gardening online products(e)With more than 3600 seller partners, 10 million products, 7M active customers and 50M unique visitors per month, ManoMano is a disruptor of online home improvement, DIY and gardening across 6 countries : France, Belgium, Spain, Italy, Germany, United Kingdom.
ManoMano was valued at $2.6 billion and reached Unicorn status in July 2021 after $725 million raised 8 years after its creation.
ManoMano also works for the pros with ManoManoPro, a unique platform designed to make life easier and free building craftsmen from their daily constraints(e)Currently in France, Spain and Italy, the BtoB activity saves craftsmen time by revolutionizing their purchasing processes.
We currently are more than 900 Manas & Manos, including a quarter of international talents and 24 nationalities, working in our 4 offices (Paris x2, Bordeaux and Barcelona).
Our vision, as a responsible European B2C and B2B industry leader online, is to offer a unique value proposition on our HI markets, beyond product to services, to be an A Brand(e)Our ManoMano way of life, within business hypergrowth, is to always keep the human dimension at its right place(e)Empowering people to responsibly make their own kind of world is our mission.
OUR COMPANY CULTURE ?
People are at the heart of ManoMano’s culture around our 3 core values : boldness, ingenuity and care.
The ‘Customer Retention team’s mission is to convert qualified visitors into profitable customers, our main objective being to maximize customers’ lifetime value(e)To support Manomano long-term growth and profitability, we need to enlarge and smartly retain our base of contactable and recurring customers(e)We are looking for a Lead CRM to coordinate and deliver our CRM strategy
If you are passionate about delivering value to our customers, if you love managing cross-functional stakeholders, driving projects forward to deliver measurable and strategically meaningful results, then this role is for you.
Your mission to scale our CRM programs to the next level(e)You will design and run an end-to-end roadmap from strategy to operational execution including tech implications in collaboration with Country markets, Commerce, Loyalty, Brand, Operations, Tech, and Analytics teams.
You wake up every morning to convince people that CRM is not just another spam in your mailbox but an amazing weapon to grow our base of customers and drive business to another level(e)Deep inside, you are all at once a growth marketer, a business analyst, and a business strategist who is constantly looking for the right balance between customer needs and business opportunities
Your main tasks will include:
1)Own the user lifecycle from end-to-end
- Work hand-in-hand with Acquisition, Loyalty and App Marketing, customer analytics and customer insights teams to build a consistent end-to-end acquisition to retention strategy
- Challenge existing workflows to build a multi layer strategy while keeping control over marketing pressure: triggers, commercial animation, relational…
- Define and execute multi-channel CRM strategy accordingly : email, SMS, app push, web push from 1st visit of the site / app through to retention, loyalty and reactivation
2)Be responsible for each country customer performance against key top-line business KPIs including frequency of usage and retention
- Own CRM budget and coordinate with country market, commercial animation, creative, legal, tech, customer service and many other teams to ensure objectives are met
- Collaborate particularly closely with country market and commercial animation teams to build a consistent communication calendar for each market and a relevant CRM merchandising strategy offering a local flavour to customers
3)Support our cross-company high priority among which commercial objectives, loyalty strategy and sustainability engagement
- Be a champion for high quality campaigns with great brand, tone and customer-centric value
- Help Loyalty team build a real customers community, make them fall in love Manomano and convince them we are the best partner for their home & living improvement
- Encourage our customers to have a responsible purchasing and DIY experience
4)Ensure Manomano is building a sustainable CRM strategy
- Monitor a continuous AB-test roadmap to ensure we are constantly improving our methods and processes
- Deep dive into data insights, and help develop the analytical frameworks and metrics to measure performance, understand key variables, and improve campaign effectiveness
- Own budget and closely monitor performance KPIs, ensure reporting, ensure activation plan and processes are constantly optimised
- Collaborate closely with Customer Care to close the customer loop
- Collaborate with Product and Engineering to continuously improve our CRM technology, tools and processes
- Lead a team of talented marketers, helping to define priorities, develop analytical capacity, run experiments and maximise the potential of each member of the team
→ Your job will have a considerable impact on ManoMano’s growth and profitability
Requirements - PLEASE READ CAREFULLY
- Background
- Business background, bac + 5 or equivalent
- 5+ years experience, of which 3+ years of hands-on experience on CRM problematics
- Proven experience in retail / e-commerce sector, Marketplace experience is a plus
- Skills
- Leadership and ability to animate and manage a wide range of stakeholders across a large and complex organisation
- A strong analytical, clearly structured & detail-oriented mindset with a passion for constant optimization
- Full autonomy in problem solving
- The ability to synthesise and explain problems, analyses and solutions
- SQL knowledge is a plus
- Mindset
- Creativity and out of the box thinking to create a real difference on our value proposition, identify solutions & shortcuts
- Ability to evolve in a very fast-paced environment and to juggle between short term requirements and long-term vision
- Pragmatism and ability to prioritise
- In our retention team, joyfulness, humour as well as humility and transparency add up to Manomano values (Boldness, Ingenuity and Care)
What ManoMano offers you
- People: Smart/ diverse backgrounds / international environment/ A positive, supportive & dynamic atmosphere
- Work: office/ hybrid/ full remote is possible
- Salary: competitive salary package
- Technology: Get a laptop you love to do your best work
- Time off: 7 weeks of paid vacation + vacation premium $$
- Sports: free gym
- Healthcare: mutual (60% taken care by MM)
- Retreats/ fun: music room/ a terrace/ modern office/ Crafternoons every Thursday afternoon (share your knowledge, learn from others)/ External events attendance, fairs & Meetups
- Food: all the coffee you can drink/ Restaurant card (Swile)
- Transportation: 50% reimbursement
- MM employee discount
- Parents: flexible policies
At ManoMano we are dedicated to building an inclusive and diverse workforce where each individual can grow.
We respect and value the richness of varied cultures, perspectives, skills and experiences within our teams which is why we are looking for talented people from all backgrounds.
The information collected on this form is recorded in a file used by ManoMano - Colibri SAS so that we can process your application.
The data is kept for 2 years from the date of your application(e)You can access your data, rectify it, request its deletion or exercise your right to limit the processing of your data(e)You can also exercise your right to the portability of your data(e)Consult the cnil.fr website for more information on your rights.
To exercise these rights or if you have any questions about the processing of your data under this scheme, you can contact our data protection officer by writing to dpo@manomano.com.
If, after having contacted us, you feel that your "Data Protection" rights have not been respected, you may submit a complaint to the CNIL.