CRM Manager, Skincare & Wellness

Puig; London; On-site; GBP 80,000 - 90,000; Full time

Job summary

An innovative company is seeking a CRM Manager for its Skincare & Wellness division. This role involves leading the development of multi-channel CRM marketing strategies to enhance consumer engagement and loyalty. You will manage the global CRM communications calendar, leveraging data for personalized campaigns that align with brand values. The ideal candidate will have hands-on experience in CRM platforms and email marketing, thriving in a fast-paced environment. Join a dynamic team that values creativity and offers ample opportunities for growth and professional development.

Benefits

Competitive Salary

Learning and Development Opportunities

Creative Work Culture

International Growth Opportunities

Qualifications

• Proven experience in CRM/Email marketing manager role, preferably in beauty or luxury retail.
• Strong understanding of email marketing and CRM channels such as SMS and Direct Mail.

Responsibilities

• Lead and optimize multi-channel CRM marketing communications.
• Plan and execute end-to-end CRM marketing campaigns.

Skills

CRM Management

Email Marketing

Consumer Segmentation

Data Analysis

Project Management

Education

Bachelor's Degree in Marketing or Related Field

Tools

Bloomreach

Braze

Salesforce

Looker

Power BI

Tableau

Job description

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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.

Job description: 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

An entrepreneurial, creative and welcoming work culture

A range of learning and development opportunities

An international company with plenty of opportunities to grow

A competitive compensation & benefits package

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Retail Luxury Goods and Jewelry

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