The Opportunity
As CRM Manager, you will lead the development and optimisation of our omnichannel CRM strategy, driving consumer engagement, loyalty, and revenue growth. You will own the global CRM communications calendar, delivering data-driven, personalised campaigns that align with our brand values and business objectives.
Reporting to the Head of CRM & Loyalty, you will play a key role in shaping and delivering a world-class retention and loyalty strategy that drives long-term customer value. This role suits a proactive, commercially minded CRM professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences.
What you'll get to do
- Own the global CRM communications calendar, developing and delivering omnichannel campaigns across Email, SMS, Direct Mail, WhatsApp, and Clienteling to drive engagement, loyalty, and revenue.
- Lead the planning, execution, and optimisation of CRM campaigns, ensuring all communications are on-brand, customer-centric, and aligned with business priorities.
- Develop and implement audience segmentation and personalisation strategies, leveraging customer data and dynamic content to enhance campaign performance and customer experience.
- Design, manage, and continuously optimise lifecycle automation programmes across acquisition, retention, reactivation, and loyalty journeys to maximise customer lifetime value (CLTV).
- Oversee CRM database health, growth, and contact strategy, ensuring effective audience orchestration, channel performance, and compliance with contact frequency best practices.
- Analyse campaign performance and customer behaviour, providing actionable insights, reporting, and recommendations to stakeholders to drive commercial outcomes.
- Build strong cross-functional partnerships with Brand, Digital, Retail, Consumer Data, Technology, and market teams to deliver integrated CRM initiatives and continuous improvement.
- Line manage, coach, and develop two direct reports, fostering a high-performing CRM team and supporting individual growth and capability development.
We'd love to meet you if you have
- Previous line management experience
- Proven experience in a CRM/Email marketing manager role, preferably within the beauty or luxury retail industry
- Proficiency in CRM tools and platforms (e.g., Bloomreach, Braze, Salesforce, etc.).
- Experience with data visualisation tools preferred (e.g., Looker, Power BI, Tableau, etc.)
- Understanding of data protection regulations like GDPR and business implications
- Exceptional communication and project management skills
- Ability to thrive in a fast-paced environment and handle multiple projects simultaneously
- Keen interest in Skincare and Wellness category
We welcome Creators Of All Kinds. If you are unsure of meeting all the requirements but trust you have the transferable skills to excel in this role, complete the application and our teams will get in touch if you are selected for an interview.
A few things you'll love about us
- An entrepreneurial, creative and welcoming work culture
- A range of learning and development opportunities
- An international company with plenty of opportunities to grow
- A competitive compensation & benefits package