CRM Manager

Michael Page (UK); London; On-site; GBP 45,000 - 50,000; Full time

Job summary

A leading luxury skincare brand is seeking a CRM Manager to develop and execute their CRM strategy. The role involves driving customer engagement and retention through impactful campaigns across email and SMS channels. The successful candidate will have a strong background in CRM, particularly within the beauty or luxury sector, and will be responsible for optimizing performance metrics and collaborating with various teams to enhance customer experience.

Benefits

Good Benefits

Summer Working Hours

Good Holiday Allowance

Free Products and Staff Discounts

Qualifications

• Extensive background in CRM (Email and SMS).
• Hands-on experience delivering impactful campaigns.
• Experience in beauty or luxury sector essential.

Responsibilities

• Develop and own the CRM strategy and roadmap.
• Drive monthly revenue and retention targets.
• Manage campaign execution across email and SMS channels.

Skills

CRM

Customer Engagement

Segmentation

Personalisation

Data Analysis

Tools

Klaviyo

Yotpo

Loyalty Lion

Trustpilot

Job description

• Fantastic opportunity for a CRM manager
• To join a luxury skincare brand

About Our Client

A well-known luxury skin care business.

Job 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.

The Successful Applicant

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

What's on Offer

£45k - £50k + Good Bens

Summer working hours

Good holiday allowance

Free products and staff discounts!