CRM Manager

1 month ago

London, Greater London, United Kingdom THG Full time

About THG

We're a global technology group that specialises in taking brands direct to consumers. Our comprehensive approach ensures we can fully realise our vision and maintain our leadership in a rapidly evolving global industry.

Life at THG Beauty

We're home to market-leading websites like Lookfantastic, Skinstore, Dermstore, Cult Beauty and the beauty subscription box brand Glossybox. Our portfolio of premium brands includes the likes of ESPA, Ameliorate and Grow Gorgeous – all of which are loved and trusted by millions of fans worldwide.

Why be a CRM Manager at Cult Beauty?

You'll be joining a beauty-obsessed team who share a common goal — to become the most trusted beauty retailer in the world. We're all about intelligent beauty, from the way we pick our ever-lusted-after brands to how we talk to our exceptionally savvy customers. Our Cult Community values transparency and so do we.

As part of the Cult Beauty team, you'll be encouraged to share ideas and empowered to aim for the skies. We're a team so if we fail, we fail together and try again. We're not just here to sell the most unbelievably amazing beauty products in the world, we also want to challenge the definition of what 'beauty' is and use our platform to challenge the status quo — both in our industry and society.

Key Responsibilities:

  • Oversee the daily management of the CRM Marketing Calendar, with a particular focus on push notifications, in-app messages and retention-driving emails & banners
  • Support the wider CRM team to deliver monthly revenue targets and channel KPIs, remaining reactive and agile with a test-and-learn approach
  • Work with Copy, Comms & Design to brief and execute multichannel Loyalty and App events with a commercial and creative mindset
  • Manage automated CRM campaigns that engage existing customers, drive incremental spend and re-engage lapsing cohorts
  • Support the Senior Loyalty Manager to continuously enhance and evolve the Cult Beauty loyalty programme through targeted perks including gifting, events and offers
  • Own and develop the VIP gifting programme for our top tier Loyalty customers
  • Collaborate with Retail Media to deliver commercial requests specific to App & Loyalty
  • Identify opportunities to drive App performance by encouraging downloads and push notification opt-ins, developing exclusive app content and elevating presence across other marketing channels
  • Build relationships with the wider THG team to activate elements of the tech roadmap
  • Support the wider CRM team with email briefing, building and scheduling
  • Maintain awareness of the latest email & app technology and competitor activity to ensure Cult Beauty remains best-in-class in the beauty space

Reporting:

  • Deliver daily, weekly and monthly reporting to review loyalty & app performance, drawing conclusions and actions from data
  • Ad-hoc reporting to support reactive initiatives and drive continuous growth
  • Confidently present findings to wider business both verbally and via email

Requirements:

  • 4+ years in a CRM role with some direct line-management experience
  • Strong understanding of e-commerce marketing and the beauty industry
  • Digitally minded with an innate understanding of mobile apps (experience with a retail app preferred, but not essential)
  • Experience working with ESPs and dynamic content providers
  • Experience in creating email campaigns, including triggered multi-touch journeys across email and other CRM channels
  • Experience in understanding data and building segments of customers
  • Experience with loyalty programmes preferred, but not essential
  • Able to confidently draw strategic conclusions and recommendations from data
  • Ability to work with multiple stakeholders in a fast-paced environment
  • Self-motivated multi-tasker able to handle multiple projects with good time management

What's in it for me?

Career Development

  • Access bespoke development programmes that have been designed and developed by our in-house L&D team.
  • Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.

Enhanced Leave

  • 25 days annual leave plus bank holidays.
  • Don't want to work on your birthday? We don't either Enjoy your day off on us
  • Enhanced maternity and paternity pay, depending on length of service.
  • Up to 10 days compassionate leave.
  • Buy back up to 3 days each year.
  • Unlock 2 days volunteer leave after 12-months.

Wellbeing Support

  • Access virtual appointments with our in-house GP.
  • Access our in-house CBT therapist.
  • Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.

Other Perks

  • Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
  • Up to 50% staff discount on THG brands.
  • Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
  • Anniversary gifts when you hit 5 and 10 years of service.

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.

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