Global Head of CRM & Personalization

Charlotte Tilbury Beauty Inc.; Greater London; Hybride; GBP 110 000 - 160 000; Plein temps

Avantages offerts par ce poste

25 days holiday (plus bank holidays)

Birthday day off

Parental leave policy

Pension and life assurance

Medicash

Employee Assist Programs

Dog friendly days

Product discount and gifting

Résumé du poste

Charlotte Tilbury Beauty is seeking an exceptional Head of CRM to lead the global CRM strategy across email, SMS, push and in‑app messaging, creating experiences that feel personal and unmistakably Charlotte Tilbury while driving retention and lifetime value. This senior role blends technical know‑how with commercial instinct and strong people leadership.

With significant investment in personalisation, automation and AI, you will shape the CRM roadmap, elevate customer moments across the

Qualifications

• Senior CRM leadership experience in a B2C eCommerce or consumer business, ideally across international markets.
• Advanced CRM platform expertise, ideally Braze, covering automation, integrations, segmentation and personalisation.
• Strong analytical skills, translating customer data into commercial action; SQL, Looker or similar experience is desirable.
• Deep understanding of lifecycle management, retention, segmentation and lifetime value.
• Practical knowledge of AI and predictive analytics, ideally including advanced personalisation.
• Experience leading complex technical projects with Data, Engineering and Product teams.
• Proven people leadership, strategic prioritisation and delivery.
• Strong commercial understanding of experimentation, incrementality and ROI.
• Knowledge of data privacy regulations, including GDPR and CCPA.

Responsabilités

• Own and bring to life the global CRM strategy, driving engagement, retention, purchase frequency and lifetime value.
• Use customer data and behavioural insights to identify growth opportunities, improve segmentation and develop more relevant customer journeys.
• Combine customer insight, commercial thinking and creativity to develop engaging CRM strategies that strengthen customer relationships and drive performance.
• Lead high quality global database growth and first party data acquisition, building deeper and more valuable customer relationships.
• Set performance targets and use analysis, testing and incrementality to improve commercial impact.
• Unlock the full potential of Braze across automation, segmentation and seamless cross-channel communications.
• Support a major personalisation initiative with Data, Technology and Digital teams, delivering experiences that feel tailored at every touchpoint.
• Harness AI and predictive capabilities to make targeting, relevance and decisioning smarter and more impactful.
• Shape the CRM technology roadmap to improve customer experience, performance and team efficiency.
• Lead and develop the global CRM team through two direct reports, setting clear direction, building capability and creating a positive high-performing team culture.
• Build strong relationships across Digital, Marketing, Data, Technology and Creative, ensuring CRM is connected to our biggest business ambitions.
• Use data and commercial insight to influence decisions and secure support for initiatives.
• Manage budgets, technology partners and suppliers, ensuring value and data privacy compliance.

Description du poste

Charlotte Tilbury Beauty is seeking an exceptional Head of CRM to lead the global CRM strategy across email, SMS, push and in‑app messaging, creating experiences that feel personal and unmistakably Charlotte Tilbury while driving retention and lifetime value. This senior role blends technical know‑how with commercial instinct and strong people leadership.

With significant investment in personalisation, automation and AI, you will shape the CRM roadmap, elevate customer moments across the