CRM and Loyalty Manager

Skin Rocks; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Skin Rocks, a dynamic skincare company founded by Caroline Hirons, is seeking a CRM and Loyalty Manager. This role involves leading CRM strategies to enhance customer engagement and retention across various channels. With a focus on data-driven growth, the ideal candidate will leverage innovative tools and approaches to create impactful loyalty programs and measurable success in customer lifetime value.

Benefits

25 days annual leave plus a birthday day off

Annual discretionary bonus

Contributory pension scheme

Private medical membership

Enhanced parental leave

Optional remote Mondays and Fridays

Qualifications

• Robust background in CRM program development with hands-on experience.
• Experience implementing and managing lifecycle campaigns.
• Confident using data with an ability to turn analysis into actionable insights.

Responsibilities

• Lead day-to-day CRM and loyalty campaign strategy and execution.
• Oversee automations and explore new channels like SMS.
• Manage and optimize the new B2B CRM strategy.

Skills

CRM program development

A/B testing

Data analysis

Customer engagement

Education

Experience in the beauty industry

Tools

Klaviyo

Retention x

Loyalty Lion

Google Analytics

Job description

Skin Rocks Limited, founded by Caroline Hirons, is a skincare company underpinned by education, authenticity, and authority. Team Skin Rocks is a powerhouse business with an ever-growing portfolio of projects and campaigns that celebrates and showcases every facet of skincare.

The Role

Reportingdirectly to the Chief Commercial Officer, theCRM and Loyalty Manager will play a crucial role in formulating and executing Skin Rocks CRM/email marketing and loyalty strategies. This role’s key responsibility will be to foster and amplify the significant growth trajectory Skin Rocks has witnessed since its inceptionalongside Caroline Hirons Limited.

With the wider Ecommerce, Marketing and Creative teams, you’ll be instrumental in developing a strong CRM calendar that balances brand and commercial needs which drives high engagement and repeat purchases.

With a passion for CRM, you will bring innovative thought leadership to the existing team and deliver CRM and loyalty programmes that engage, inspire, and retain Skin Rockscustomers in the DTC, App and Professional channel, ultimately building customer lifetime value.

Responsibilities

·Day to day lead on all CRM and loyalty campaign strategy, ideation, copy writing, briefing, testing, building and execution across email and app.

·Lead on aligning any new CRM activity with wider marketing calendar activity for trade and content.

·Strategically implement new tactics to achieve aggressive growth targets for Skin Rocks customer databases which includes DTC, App and the Professional Channel.

·Oversee and review automations including new channel exploration for SMS, WhatsApp, and personalisation.

·Build out and continually optimise CRM automated flows.

·Lead the CRM monthly cohort activity driving revenue, engagement, reactivation.

·Responsible for driving prospects into customers.

·Manage the launch and the ongoing optimisation of the new B2B CRM strategy alongside the Pro and tech team.

·Actively build a loyalty scheme which drives innovation within the beauty industry and wider.

·Optimise the new loyalty scheme to improve overall business KPIs and customer lifetime value.

·Collaborate with E-Commerce, Merchandising and App teams to ensure all campaigns are aligned with Skin Rocks marketing calendar and brand guidelines.

·Champion a test and learn approach with A/B testing, constantly measuring the effectiveness of campaigns to identify new opportunities, share learnings and optimisations with the wider team.

·Map the customer journey across all touchpoints to maximise commercial opportunities.

• Proactively research and upskill on new and emerging marketing technologies, trends and applications.

·Create and grow a segmentation lifecycle strategy from welcome flow, onboarding through to lapsing/lapsed segments.

·Complete weekly and monthly reporting, using robust data analysis to drive growth and improvement for the CRM department.

·Drive customer consideration and brand awareness for the pioneering Skin Rocks App.

·Manage and coach the CRM Coordinator, supporting their development and ensuring high-quality execution across all CRM activities.

Skillset, Experience and Qualifications

·Possess a robust background in CRM program development, with practical hands-on experience in using platforms including Klayvio, Retention x and Loyalty Lion.

• Understanding of Google Analytics/shopify plus or similar preferred.
• Beauty industry experience is a plus.
• Experience in implementing and managing lifecycle and data-driven campaigns.
• Experience implementing app marketing campaigns.
• Proven track record in optimising campaign performance through A/B and multivariate testing.
• Confident using data, with an ability to turn analysis into actionable insights.
• Enjoys working in fast-paced and dynamic environment.
• Proactive and enthusiastic individual that can take initiative and adopt a flexible approach to managing multiple projects simultaneously.

Skin Rocks operates on a fully inclusive hiring policy, without exceptions. Our one prerequisite is that you are the best at what you do.

Employee Benefits:

·25 days annual leave, plus an extra day off to celebrate your birthday

·Annual discretionary bonus

·Contributory pension scheme

·Private medical membership

·Enhanced parental leave policies

·Optional remote Monday and Fridays (subject to business needs)

Full benefit details and eligibility criteria, available upon joining.

To apply, please email your CV and covering letter to:[e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Personal Care Product Manufacturing

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