Maria Miramontes
New York,NY
Summary
Experienced Global CRM Manager with over 5 years in the e-commerce industry, specializing in customer relationships management.....Proven track record of developing and executing succesful CRM initiatives that enhance customer engagement and retention.
Overview
5
5
years of professional experience
Work History
Global CRM Manager
Olaplex
08.2023 - Current
- Own the implementation of a calendar of multi-channel (email, text, push notification) communication (including promotions) to deliver on monthly sales targets, support new product launches and drive cross sell and upsell for 7 global consumer markets and our professional (wholesale) market.
- Own all content briefs with our external and internal creative teams + oversee the implementation of all communications to ensure quality control and on-time delivery.
- Key stakeholder in implementation of the test & learn roadmap for all CRM channels – audiences/frequency/subject line/body text/CTA/offers/visuals.
- Help define, implement, and brief automated trigger based multi-channel campaigns (via email, text, push notification) to manage all retention and loyalty programs.
- Liaise with Customer Support and Supply Chain to ensure they are aware of all CRM programs, offers, terms and conditions.
- Served as a key CRM stakeholder, contributing significantly to the implementation of our CDP and the development of our database.
- Responsible for leading the CDP roadmap and successfully implementing use cases.
PLACEHOLDER
Olaplex
06.2024 - 07.2024
- Managed global online product catalogs, overseeing SKU creation and product detail page setup for Olaplex.com sites.
- Owned inventory management of all SKUs, collaborating with Operations, IT, our various warehouses + customer service to maintain quality control over availabilities.
- Collaborated with the eCommerce Manager to execute scheduled site refreshes based on the site merchandising calendar. Focused on strategically merchandising products and content across Olaplex.com's Homepage, Category/Product pages to drive success for new product launches, commercial programs, and marketing campaigns.
- Aided in ongoing improvement of acquisition and retention tools/apps (ratings & reviews, referral program, loyalty rewards, etc.) to maximize customer satisfaction and boost sales.
- Owned the creation and implementation of all onsite promotional codes ensuring quality control thru testing and collaboration with customer service to address any issues.
- Collaborated with the site experience manager to develop and implement any new site functionality and execution of any special projects, landing pages,etc. that enhanced the customer experience.
- Ensured consistent quality assurance of site by continuously monitoring for bugs and working in close partnership with web development agency to address any issues.
- Worked closely with Customer Service to resolve any customer issues.
Associate Manager, Ecommerce Operations
Olaplex
04.2022 - 07.2023
- Generated reports on website performance metrics such as page views and conversions.
- Optimized content for search engine visibility, including meta tags and keywords.
- Worked closely with design team to create engaging visuals for webpages.
- Collaborated with developers to ensure the technical accuracy of websites.
- Coordinated with logistics teams to ensure timely delivery of orders.
- Identified opportunities for process improvements and increased efficiency.
- Oversaw inventory levels, making adjustments as needed based on sales trends.
- Led all e-commerce team new hire trainings.
- Conceptualized, planned, and executed the launch of 'Shop By Concern' experience on OLAPLEX.com in collaboration with education, marketing, and dev departments.
Associate Manager, Ecommerce
Olaplex
10.2020 - 03.2022
- Analyzed OLAPLEX website and collaborated with team to develop an enhanced design that optimized consumer experience.
- Took ownership of the re-design of the Hair Care Quiz (in progress) and collaborated with industry experts to create detailed hair routines with special tips and tricks catered towards individual hair needs. Created copy for the questions and final quiz results + drafted a detailed outline and quiz logic for the dev team to follow when creating it.
- Aided in the transfer of assets on Dropbox and Google Drive to Bynder, by adding appropriate tags to all assets to create a more proficient internal system for finding specific pictures and documents.
Ecommerce Marketing Coordinator
Melinda Maria
Los Angeles, CA
02.2019 - 12.2019
- Managed the end-to-end process of implementing an email calendar for product and service promotions, including copywriting, briefing content to our graphic designer, building out emails, conducting QA testing, and overseeing deployment.
- Created, tested, and optimized emails for various target audiences.
- Monitored email performance metrics and delivered detailed reports on a weekly basis.
- Updated existing webpages with new content or changes in design elements.
- Troubleshot website issues related to functionality and compatibility across multiple browsers and platforms.
- Key stakeholder in the successful migration of our website from Magento to Shopify, ensuring minimal downtime and a seamless user experience.
- Took ownership of all aspects of e-commerce website maintenance, including managing and optimizing product and shop content for enhanced user experience.
- Collaborated with operations and shipping team to meet new product deadlines and implement launches into e-mail campaigns
- Managed end-to-end product creation process, from photography to copy creation, measurements, and merchandising on Shopify.
- Established and integrated a cohesive product details format, leading to an enhanced user experience.
- Contributed to the successful launch of company's web redesign by coordinating all content layout with web design team.
- Instrumental in the seamless product migration from Magento to Shopify. Expertly manipulated a database containing over 12,000 individual SKU's. Efficiently transitioned products from variant SKU structure to parent SKU structure and meticulously categorized them according to their specific attributes such as type, plating, and gems.
- Played a key role in the implementation of various apps on Shopify by maintaining communication with representatives
- Managed the organization and maintenance lifestyle and product assets in Dropbox, in addition to other valuable company assets, resulting in improved accessibility for staff members.
Education
Bachelor of Science - Managerial Economics
University of California, Davis
Davis, CA06-2017
Skills
- Customer Segmentation
- Customer Journey Mapping
- Campaign Management
- Cross-selling strategies
- Analytical problem solver
- Lead Generation
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
PLACEHOLDER
Olaplex
06.2024 - 07.2024
Global CRM Manager
Olaplex
08.2023 - Current
Associate Manager, Ecommerce Operations
Olaplex
04.2022 - 07.2023
Associate Manager, Ecommerce
Olaplex
10.2020 - 03.2022
Ecommerce Marketing Coordinator
Melinda Maria
02.2019 - 12.2019
Bachelor of Science - Managerial Economics
University of California, Davis