CRM Manager, Skincare & Wellness

The Opportunity

As the CRM Manager, you will be responsible for leading, developing, and optimising our multi-channel CRM marketing communications to drive consumer engagement, loyalty, and revenue growth. You will own the end-to-end planning of the global CRM communications calendar across multiple brands and markets within our Niche portfolio, leveraging data to create personalised CRM campaigns that align with our brand values and business goals. 

Reporting to the Head of CRM & Loyalty for Skincare & Wellness, you will be part of the Global Consumer Marketing team working across functions, teams and brands as well as understanding how these interact and work with the rest of the company. This role requires a strategic thinker with hands-on experience in CRM platforms, email marketing, and consumer segmentation, who can thrive in a dynamic, fast-paced environment. 

What you'll get to do

Own the CRM Marketing Calendar

Work with the Head of CRM to devise the CRM communication strategy leveraging relevant communication channels (email, SMS, direct mail, WhatsApp/clienteling)

Plan and execute end-to-end CRM marketing campaigns, reviewing and approving all communications

Create engaging CRM campaigns, liaising with brand, digital, retail, and market teams to deliver tailored seamless communications

Implement a test & learn roadmap to continuously optimize performance and refine strategies

Segmentation and Personalization

Tailor CRM communications to different audience segments

Develop and execute strategies to increase consumer engagement and loyalty, especially among our members and VIPs

Leverage dynamic content and data-driven personalization to increase performance of campaigns

Lifecycle Automations

Design and implement CRM lifecycle automation strategies to engage customers at every stage of their journey, from acquisition through retention to reactivation

Optimize lifecycle automation campaigns through A/B testing, analysis, and refinement to increase conversion rates and customer lifetime value (CLV)

Collaborate with the Consumer Data team to define customer lifecycle milestones and ensure automations align with brand values

Database Engagement & Growth

Manage the health of the CRM database

Suggest and execute ways to drive database growth

Lead the CRM calendar segmentation strategy to maintain channel performance

Data Analysis and Insights

Analyze CRM campaign performance and monitor key metrics. Sharing regular reports with key stakeholders at all levels

Lead in weekly trade review meetings explaining performance and drivers and propose responses to deliver traffic and revenue

Work with the Consumer Data team to understand consumer insights and trends to inform your CRM strategy across BAU and Lifecycle

Collaboration and Coordination

Build strong working relationships cross functionally

Coordinate with tech teams and external partners for CRM-related activities and campaigns

Work strategically to translate business requirements into effective CRM campaigns across BAU and Lifecycle

React to feedback, performance insights and macro trends, adapting plans and bringing suggestions to stakeholders

Line manage, develop and grow the CRM team

We'd love to meet you if you have

Proven experience in a CRM/Email marketing manager role, preferably within the beauty or luxury retail industry

Strong and demonstrable understanding of email marketing and other CRM channels such as SMS and Direct Mail

Proficiency in CRM tools and platforms (e.g., Bloomreach, Braze, Salesforce, etc.)

Experience with data visualization 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

A few things you'll love about us