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A CRM Manager responsible for shaping and delivering the customer relationship and retention strategy, for a leading luxury beauty brand based in central London.
Client Details
A well-known luxury skin care business.
Description
- Develop and own the CRM strategy and roadmap, identifying both short-term wins and longer-term growth opportunities across retention and customer engagement.
- Drive monthly revenue and retention targets by optimising performance across CRM metrics and KPIs.
- Manage day-to-day execution of campaign and automated lifecycle communications across email and SMS channels, using platforms such as Klaviyo and Yotpo, aligned with the broader marketing calendar.
- Lead efforts in segmentation and personalisation, ensuring the delivery of impactful, relevant messaging to boost loyalty and conversions.
- Oversee the ongoing development and optimisation of the loyalty programme (e.g., via Loyalty Lion), ensuring smooth cross-functional collaboration and a premium experience for top-tier customers.
- Partner with an external CRM agency to manage lifecycle communications including acquisition, onboarding, re-engagement, and upsell initiatives.
- Analyse campaign effectiveness, user behaviour, and commercial performance data, applying insights to continuously improve content strategy and channel efficiency.
- Maintain strategic relationships with CRM technology partners to ensure tools are being used to their full potential.
- Work cross-functionally with Paid Media, Customer Experience, and Content teams to align messaging and audience targeting across channels.
- Collaborate with eCommerce and merchandising teams on CRM-focused initiatives such as subscription optimisation, post-purchase flows, and review generation (e.g., Trustpilot and on-site feedback).
- Serve as the primary CRM representative for internal and external stakeholders, providing data-led customer insights that influence wider business decisions.
- Ensure smooth communication and alignment with third-party customer service providers, supporting a seamless customer experience across touchpoints.
- Stay ahead of the curve by monitoring emerging CRM trends and technologies, driving innovation across lifecycle marketing efforts.
Profile
An extensive background in CRM (Email and SMS)
Must have previous hands-on CRM experience delivering impactful campaigns
A background in customer relationship and retention strategy
Experience driving channel growth and leading cross-functional initiatives
Previous experience in beauty or luxury is essential
Job Offer
£45k - £50k + Good Bens
Summer working hours
Good holiday allowance
Free products and staff discounts!
