Senior Lifecycle Manager

Trinny London; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A prominent beauty brand based in Greater London is seeking a Senior Lifecycle Manager to define and drive the strategy for customer lifecycle marketing across Email, SMS, and Direct Mail. This role involves collaboration with multiple teams to maximize customer retention and lifetime value. Candidates should have demonstrated experience in customer retention, personalisation strategies, and strong data analysis skills. This position offers a hybrid working model and a comprehensive benefits package including an annual product allowance.

Benefits

25 days holiday

£500 annual product allowance

Pension scheme

Hybrid working

Annual training budget

Qualifications

• Demonstrable experience in customer retention.
• Experience in a DTC retailer or beauty brand.
• Experience in defining advanced personalisation.

Responsibilities

• Own and drive marketing campaigns across retention channels.
• Define and execute strategic roadmap for Email/SMS/DM.
• Lead strategy for advanced Personalisation across channels.

Skills

Customer retention

Data analysis

Communication

Project management

Collaboration

Job description

Are you ready to rethink your routine? We’re looking for a Senior Lifecycle Manager to join our ambitious and driven Digital team. Reporting into our Head of Retention, you will be responsible for defining and driving the strategy, execution, and optimisation of customer lifecycle marketing across Email, SMS, and Direct Mail (DM) channels. You will be the primary channel owner, leveraging deep personalisation and data-driven segmentation to achieve ambitious Retention and Customer Lifetime Value (CLV) targets.

Welcome to Trinny London!

Here at Trinny London, we’re changing the face of makeup and demystifying skincare, and we're only just getting started. Founded in 2017 by Trinny Woodall, Trinny London is challenging people all over the world to rethink their routines.

We have achieved tremendous growth since 2017 and we’re proud to be one of Europe’s fastest-growing beauty brands. We’re generating millions of sales by developing innovative products, acquiring hundreds of thousands of supporters and customers all over the world, and more importantly, building a talented and motivated team to support our fantastic growth.

Our Values

We live by three core values: we bring fearless passion, we act with smart intent and we all wear yellow.

We always go the extra mile, working together to push boundaries and celebrate our wins and learnings as a team. We listen to every idea, big or small, and make considered decisions. We support each other to achieve our goals and thrive on collaboration.

The Role

Your daily to-dos might look like this:

• Own and drive development of marketing and trading campaigns across retention channels, in close collaboration and alignment with marketing, creative and ecommerce
• Support in defining and executing the strategic roadmap for the Email / SMS / DM Strategy, focusing on maximising customer retention and repeat purchase rate, to achieve and exceed targets
• Lead the strategy for advanced Personalisation across retention channels, including product recommendation programs
• Devise and lead key Customer segment testing initiatives to improve channel effectiveness and incrementality
• Manage final asset sign off for key communications, maintaining brand consistency and quality
• Identify and present opportunities to optimise performance and drive CLV, succinctly providing insight
• Develop, mentor and manage a high-performing team, focusing on supporting their development
• Own channel level reporting, transforming data into actionable strategic insights and recommendations, sharing across the digital and marketing department
• Manage day-to-day relationships with key ESP & SMS vendors, ensuring they are delivering expectations and maximising platform performance
• Partner with Digital Product and Technology, to coordinate and brief integration and development optimisations to ESP/SMS and key retention platforms
• Ensure compliance across technical platforms related to Data Privacy and Governance
• Be a Voice of the customer, understand clear customer behaviour shifts and opportunities to drive retention with knowledge of the UK, US & International markets

These skills will help you go far in this role:

• Demonstrable experience in customer retention
• Experience working for a DTC retailer or beauty brand desirable, with a customer-centric approach
• Experience in defining and executing advanced personalisation, segmentation, and automation strategy across Email, SMS, and DM
• Approachable, collaborative and hands-on approach working cross-functionally; Eager to roll up your sleeves and get deeply involved, as a team player
• Proven ability to manage external vendor relationships (ESPs, SMS) and coordinate complex technical integrations
• Data-driven and comfortable driving insights and proposing actions, with ability to independently analyse data while also working with BI teams
• Proven ability to lead segment testing and translate complex channel reporting into strategic, revenue-driving business actions
• A self-starter with a strong growth mindset, eager to learn new skills and thrive in a fast-paced and ever changing environment, taking the initiative to solve problems autonomously
• Passionate about providing development and guidance for junior team members
• Highly organised with the ability to manage multiple priorities effectively and approach all tasks with a flawless attention to detail
• An excellent communicator with the confidence to work with and influence stakeholders across various teams, ensuring clear and consistent strategy alignment

We love to hear from anybody interested in Trinny London! Although it’s useful to have the skills listed above, we’re always eager to hear from ambitious people looking for their next challenge.

Our mission is to give our customers the tools they need to be their best. And the same goes for our team through our benefits:

• Hybrid and flexible working, with core working hours
• 25 days holiday (we're also partial to a handful of spontaneous and well-earned Wellbeing Days throughout the year, as well as Early Finish Fridays and Summer Fridays)
• Welcome to Trinny London Starter Stack and swag
• Your Beauty Wallet: You'll receive a £500 annual product allowance to explore and enjoy our full range of Trinny London products
• Company discount for yourself, your friends, and family
• Vitality health scheme, EAP and Medicash (including dental, optical & audiological care)
• An annual personal training and development budget
• Enhanced family friendly packages
• Pension scheme
• Cycle to work scheme
• T-Parties = many office socials as well as summer and festive celebrations!
• Rewards and Recognition Scheme (awarding length of service with gifts, vouchers and additional annual leave)

Equal Opportunities

We celebrate diversity in our customers, our products, and the teams we build. We champion inclusivity and want everyone to be the best versions of themselves.

We’re committed to equal opportunities and welcome people from all backgrounds, with their unique perspectives, ideas and experiences.