Associate Manager, CRM

Associate Manager, CRM

Born of a simple gesture in 1976, L'Occitane en Provence reveals the living power of flora, where the light of the sun meets the richness of the earth. With advanced expertise, we turn these natural treasures into sensorial, efficient experiences, as sustainable as possible and profoundly inspired by Haute Provencal nature. Our culture is built through everyday moments, how we behave, make decisions and show up for each other. With Trust as our foundation, Curiosity as our compass, Excellence as our standard, we create lasting impact for the people around us and our planet.

The Associate Manager, CRM plays a key role in delivering thoughtful, timely, and engaging customer communications across SMS and email channels. This position supports the end-to-end execution of SMS programs, ad hoc emails, and Canada Window communications, ensuring every touchpoint reflects our brand standards and enhances the customer experience. Partnering closely with cross-functional teams and external vendors, the Associate Manager ensures accuracy, consistency, and operational excellence while providing insights that help strengthen our CRM strategy.

Job Responsibilities

• SMS Execution (Attentive)
  • Plan, build, QA, and deploy SMS marketing, promotional, and triggered programs through Attentive.
  • Manage audience selection, suppressions, workflow setup, and deployment timing to ensure communications reach the right customers at the right moment.
  • Conduct end-to-end QA and ensure full compliance with CTIA/TCPA guidelines.
  • Partner with our SMS agency to support daily operations and identify opportunities to enhance performance and scale the channel.
• Ad Hoc Email & Store Operations Emails
  • Collaborate with Creative, Marketing, and Ecommerce partners to align on content, timing, accuracy, and brand voice.
• Canada Window Emails (CAEN & CAFR)
  • Support the execution of Canada Window Emails, ensuring accuracy across segmentation, timing, proofing, and deployment.
  • Work in close partnership with the Manager, Email to align with the broader CRM contact strategy and cadence.
• Segmentation & Workflow Management
  • Execute segmentation, targeting, suppressions, scheduling, and workflow configuration across SMS and email programs.
  • Uphold brand standards, regulatory guidelines, and internal compliance across all touchpoints.
  • Lead thorough QA checks to confirm data accuracy, logic integrity, and creative consistency.
• Reporting & Insights
  • Manage weekly, monthly, and quarterly reporting for SMS and ad hoc email performance.
  • Monitor results, identify trends, and translate findings into actionable recommendations.
  • Support channel health tracking, including engagement, deliverability, and list quality, ensuring programs continue to serve and grow our customer base effectively.
• Ad hoc support and projects as assigned.

Requirements

Education

• Bachelor's degree in Marketing, Business, Communications, or related field preferred.

Experience & Skills

• 2–3 years of CRM, SMS, email marketing, or lifecycle marketing experience.
• Retail or ecommerce experience is a plus.
• Strong understanding of CRM, SMS, and email fundamentals, with an eye for both detail and customer experience.
• Hands-on experience with segmentation, campaign setup, QA processes, and compliance best practices.
• Highly organized with strong project management skills and the ability to balance multiple priorities.
• Analytical thinker with the ability to interpret data and uncover performance insights.
• Collaborative communicator who can partner effectively across teams and vendors.
• Experience with Attentive or similar SMS platforms strongly preferred.
• Familiarity with CRM or email platforms such as Salesforce Marketing Cloud, Adobe Campaign, Iterable, or similar.
• Proficiency in Excel/Google Sheets for reporting and data validation.
• Knowledge of compliance requirements (CTIA/TCPA) and deliverability best practices.

The compensation for this role ranges from $60,000 - $70,000 (based on skills, experience and geographical location). L'Occitane en Provence offers a competitive compensation package and a comprehensive benefits package. L'Occitane en Provence is an equal opportunities employer. One way we act on this is by continuously fostering a more diverse and inclusive workplace and organizational culture. We are committed to building an environment that is free from discrimination and harassment, where everyone feels respected, valued, and able to grow. We seek positive-minded individuals who embody our core behaviors — Trust, Curiosity, Excellence, Impact — and who share our commitment to sustainability. We welcome applications from people of all genders, ages, sexual orientations, ethnicities, background, religions, beliefs, ability statuses, and all other dimensions of diversity. Employment may be subject to verification of references and background check investigation. If you believe your profile is a good match for this position, we invite you to apply even if you don't fulfil every single listed qualification.