CRM Manager

111SKIN; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

111SKIN is seeking a customer-centric CRM Manager to drive growth and engagement as part of their Ecommerce team. This role involves leading strategy development, executing campaigns, and ensuring customer loyalty through innovative communications. Candidates should possess strong analytical skills and proven experience in similar roles, ideally within a DTC environment. The position offers a dynamic work environment with a focus on customer engagement and brand loyalty.

Benefits

3 free 111SKIN products per month

85% employee discount on products

1 complimentary 111CRYO/Heat session per week

Qualifications

• Considerable experience in a similar role, preferably for a DTC brand.
• Strong analytical skills with extensive experience in Google Analytics and CRM-specific KPI analysis.
• Expertise in managing campaigns, customer journey mapping, and dynamic functionality.

Responsibilities

• Lead CRM strategy and manage channel performance across Email and SMS.
• Oversee customer lifecycle campaigns, driving retention and engagement.
• Analyze campaign performance using insights to optimize messaging.

Skills

Analytical skills

Project management

Customer journey mapping

Email communications

Problem-solving

Education

Experience in a DTC brand

Tools

Google Analytics

Klaviyo

Yotpo

Shopify

Loyalty Lion

Job description

This range is provided by 111SKIN. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from 111SKIN

Founded in 2012 by world-renowned plastic and reconstructive surgeon Dr Yannis Alexandrides, 111SKIN is a global skincare brand that bridges the gap between plastic surgery and glamour. Beloved by A-listers, high-profile makeup artists, and skincare connoisseurs, 111SKIN is also highly regarded by some of the most reputable editors and industry bodies.

About the Role

A customer centric and data-driven CRM Manager to lead the channel, as part of the wider Ecommerce team.

Responsibilities

• Lead the CRM strategy and own the channel roadmap, identifying short- and long-term opportunities to drive growth, retention, and customer engagement.
• Deliver against monthly revenue and retention targets by driving performance across CRM KPIs.
• Oversee execution of BAU, campaign, and automated lifecycle communications across Email and SMS (Klaviyo and Yotpo), ensuring alignment with the global marketing calendar.
• Lead segmentation strategy and personalisation efforts, using customer data to deliver relevant, impactful messaging that supports brand loyalty and conversion.
• Project manage and lead the evolution of our loyalty program (Loyalty Lion), ensuring cross-functional alignment and delivering an exceptional experience to our most engaged customers.
• Oversee customer lifecycle campaigns in collaboration with our CRM agency partner — including acquisition, onboarding, retention, win-back, and upsell journeys.
• Analyse campaign performance, customer behaviour, and sales data, using insights to optimise content, targeting, and channel performance.
• Own the relationship with key CRM tech platforms, ensuring strategic alignment and maximising platform capabilities.
• Support omnichannel cohesion by working closely with Paid Media, Customer Experience, and Content teams to align messaging and targeting across digital touchpoints.
• Collaborate with our Website Merchandising Manager on CRM focussed projects including subscriptions, post-purchase journeys, and review generation (e.g. Website reviews, Trustpilot).
• Act as the CRM lead for internal and external stakeholders, representing customer insight in cross-functional meetings and business decisions.
• Ensure strong communication with an external Customer Service partner; helping to streamline the communications between them and key stakeholders within the business to ensure that we are providing best in class customer service.
• Champion CRM innovation, staying up-to-date on industry trends, tools, and technologies to keep our CRM strategy ahead of the curve.

Qualifications

• Considerable experience in a similar role, preferably for a DTC brand.
• Strong analytical skills with extensive experience in Google Analytics, MS Excel, Klaviyo, and Yotpo reporting, including CRM-specific KPI analysis.
• Expertise in Shopify, Klaviyo, and Yotpo is essential, while experience with Loyalty Lion or similar loyalty platforms is a plus.
• Highly proficient in campaign setup, email communications, customer journey mapping, and dynamic functionality.
• Strong attention to detail.
• Proven project management abilities.
• Excellent problem-solving skills.
• Enthusiastic self-starter with a hunger to learn.
• Strong planning and organisational skills.

Pay range and compensation package

3 free 111SKIN products per month, 85% employee discount on additional 111SKIN products, 1 complimentary 111CRYO/Heat session per week.

Equal Opportunity Statement

Everything we do at 111SKIN is to help people. From giving clients the confidence to go makeup-free, to giving back to the community and preserving the environment. It’s part of 111SKIN’s DNA. It’s who we are.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Health and Human Services

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