L'OREAL

CRM & Loyalty Strategy and Operating Model for L’Oréal SAPMENA

CRM & Loyalty Data & Intelligence Experience Design Technology & Transformation

In 90 days, we established a regional Center of Excellence and a support structure for 10 markets for L’Oréal SAPMENA, with teams specializing in strategy, automation, reporting, and production. We standardized the operating model, briefings, and metrics, reducing turnaround times by 50%. In addition, we defined 11 customer journeys and more than 50 email blocks capable of generating 55,000 combinations.

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