Manager, Audience, CRM, Customer Experience (Fixed Term Contract)

The Opportunity: 

Fixed Term Contract
The position of Manager Audience CRM & Customer Experience sits within our EMEA Digital & Media  department and reports to the Senior Manager Digital Media & Data Strategy.

The candidate will be managing Mattels consumer data within CRM/Loyalty and Digital Media. The aim is to drive consumer centricity across all digital media communications e.g. creating audiences and segmentation informing content asset creation communication strategy and paid media activations. 1st party data is becoming more important than ever and it can be a very valuable source of insight but also drive effectiveness of our media spends if managed strategically. The role includes collaboration with the global teams on Martech & driving regional consistency across various activations. The candidate will also be working closely with the local marketing teams to implement the best practices within the relevant areas.

What Your Impact Will Be: 

• Management of the CRM program across EMEA: strategy & reporting data acquisition retention contact & content strategy i.e. creates strategy for data acquisition & retention manages external agency resources and supports local markets to deliver email campaigns drives best practice. Reports back the results to the key business stakeholders and suggest recommendations for improvements. Stays on top of trends across CRM & Email shares and executes where appropriate. Devises and implements automated/lifecycle customer journeys across email (& other channels where available).
• CDP management incl. consumer journey creation data onboarding data orchestration to media channels. This is a technology managed by the global team however there is a scope for the candidate to shape this project working closely with the global team evangelize and drive adoption across EMEA
• Audience Profiling & Segmentation. Creates audience frameworks in collaboration with Insights and Brand teams. Informs content and communication strategy
• Creation of segmentation for digital media targeting. Informs our paid media activations across Programmatic Search Social Amazon Advertising by suggesting 1st and 2nd party targeting. Measures the results to improve these strategies
• Data Strategy e.g. defines data collection strategy from various sources manages suppliers e.g. clean rooms creates value exchange with a consumer liaises with Legal on data privacy
• Supports wider paid media projects (e.g. Mattel Creations Programmatic strategy etc)
• Managing relationships e.g.
  • Internal with broader Digital & Media team members local marketing & digital teams Global & Regional brand teams Global eCommerce team
  • External with agencies & tech providers.

Qualifications :

What Were Looking For:

• The ideal candidate should have experience in managing CRM programs a strong understanding of first party data and how it can be used across digital media channels. They should be passionate about data and customer centricity.

• A passion for digital marketing and Mattel brands and for being the voice of the consumer in everything they do
• Strong experience in digital marketing or/and CRM either within an FMCG or a naturally digital environment
• An open collaborative approach
• Ability to establish meaningful work relationships and in particular to build bridges with people who have different objectives/KPIs or different backgrounds and levels of knowledge on digital & data-related topics
• Proven ability to effectively manage projects in a fast-paced highly demanding environment
• Excellent presentation and influence skills
• Good reporting and analytic skills both quantitative and qualitative. Ability to deal with data complexities
• Ability to understand technology and its impact e.g. collecting digital data (PII data cookies pixels) ESPs clean room providers and use of data in digital media
• Ability to understand legal language and working knowledge of current data privacy regulations e.g. GDPR
• Experience working within a large matrix organization

Preferred

• Working knowledge of Klaviyo and other ESPs
• Experienced managing digital media channels (Paid search paid social programmatic)
• Knowledge of other European languages
• Understanding of Google analytics & Digital Analytics tools (such as Tableau)
• Bachelors degree in marketing communications or related field
• Working knowledge of current children data privacy regulations e.g. COPPA

Additional Information :

Dont meet every single requirement At Mattel we are dedicated to an inclusive workplace and a culture of belonging. If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:

We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Who We Are:

Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands including Barbie Hot Wheels Fisher-Price American Girl Thomas & Friends UNO Masters of the Universe Matchbox Monster High MEGA and Polly Pocket as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys content consumer products digital and live experiences. Our products are sold in collaboration with the worlds leading retail and ecommerce companies. Since its founding in 1945 Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattels award-winning workplace culture has been recognized by Forbes Fast Company Newsweek Great Place to Work TIME and more.

Visit us at  is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers and all applicants will receive consideration for employment without regard to race ethnicity color national origin religion sex gender gender identity or expression sexual orientation veteran and protected veteran status disability status and or any other basis protected by applicable federal state or local law.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act qualified applicants with arrest or conviction records will be considered for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy