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Customer Relationship Management Specialist

3 months ago

London, Greater London, United Kingdom 111SKIN Full time
Position Overview

Job Title: Customer Relationship Management Specialist

Reporting to: Head of Ecommerce

Established by the esteemed Dr. Yannis Alexandrides, 111SKIN is a premier skincare brand that merges scientific advancement with luxury and community engagement. It is favored by celebrities, top-tier makeup artists, and skincare enthusiasts, and is highly esteemed by leading editors and industry organizations.

Ideal Candidate: We seek a customer-focused and analytically driven CRM Specialist to enhance our digital and marketing initiatives.

Key Responsibilities:

  • Drive the CRM strategy, collaborating with various departments to ensure a cohesive customer experience across all platforms.
  • Lead the execution of email and SMS campaigns, aligning with the global marketing strategy.
  • Oversee the complete delivery of routine campaigns, partnering with an in-house Digital Designer to create campaigns in Klaviyo, while advising on audience segmentation and optimal send times.
  • Implement retention and re-engagement strategies using audience segmentation within Klaviyo and Shopify, applicable across all digital channels.
  • Collaborate with an agency on customer lifecycle campaigns, focusing on prospecting, nurturing, conversion, and upselling strategies.
  • Ensure consistent communication across digital platforms, delivering a seamless brand experience throughout the customer journey.
  • Analyze sales data, email performance metrics, and customer engagement to inform CRM strategies aimed at enhancing customer lifetime value and retention.
  • Act as the primary liaison for agency partners to optimize lifecycle flows and manage customer data.
  • Oversee the SMS communication program, ensuring it complements the email marketing efforts.
  • Maintain strong communication with external Customer Service partners to streamline interactions and enhance customer service quality.
  • Work closely with the Website Merchandising Manager on various customer relationship projects, including product subscriptions and post-purchase initiatives.

Qualifications:

  • Proficient analytical skills with extensive experience in Google Analytics, MS Excel, and other relevant e-commerce reporting tools.
  • Technical expertise in campaign setup, email communications, and customer journey mapping.
  • Experience in e-commerce, particularly within the beauty or luxury sectors.
  • Familiarity with Shopify Plus, Klaviyo, and Yotpo is advantageous.
  • Meticulous attention to detail and strong problem-solving capabilities.
  • Self-motivated with a strong desire to learn and grow.
  • Excellent organizational and planning skills.

Company Culture & Benefits:

At 111SKIN, our mission is to empower individuals. From fostering confidence to giving back to the community and protecting the environment, these values are integral to our identity.

As part of our team, we encourage you to embody our core values of entrepreneurial spirit, collaborative care, and a commitment to success. Our benefits include:

  • Flexible work arrangements
  • Early finish on Fridays and adjusted summer hours
  • Additional paid holidays during the festive season
  • Religious holiday accommodations
  • Complimentary 111SKIN products monthly
  • Significant employee discounts on products
  • Weekly complimentary wellness sessions
  • Quarterly facial treatments
  • Discounts on non-surgical procedures
  • Support for eye health
  • Bike-to-work initiatives
  • Compassionate leave provisions
  • Support for fertility treatments

At 111SKIN, we believe that diversity fuels innovation and inclusion nurtures creativity. We are dedicated to building a diverse workforce and fostering an inclusive environment where everyone can thrive.