CRM Coordinator

Job description:

CRM Coordinator – Hybrid - London W1G

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Ready to bring passion into your career?

A global leading skincare and make-up company, Clarins Group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Its raison d'être is "making life more beautiful, passing on a more beautiful planet".

Operating in more than 150 countries, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas.

Because our 8,000 talents are unique, we are committed to promoting diversity in all its forms.

Do you want to help write the next chapter of our story?

The role:

Support the Email Marketing Manager in delivering engaging, data-driven CRM campaigns that recruit, retain, and deepen customer relationships. You will help bring the brand's CRM strategy to life through compelling storytelling, audience segmentation, and Club Clarins loyalty programme activation  - ultimately driving customer engagement, conversion, and lifetime value.

What you'll do:

Support the execution of the CRM & loyalty strategy

• Deliver CRM campaigns across email, SMS, push notifications and other owned channels, ensuring consistency with brand tone, visual identity, and customer experience standards.
• Assist in developing and executing campaigns that drive recruitment into, and engagement with, Club Clarins.
• Work with the Email Marketing Manager and the wider CRM team to ensure all communications support both commercial and engagement KPIs on and offline.
• Maintain and implement the CRM contact calendar, coordinating with stakeholders across Marketing, Ecommerce, and Retail to ensure timely, accurate and cohesive campaign delivery.

Create engaging, personalised communications

• Produce dynamic, on-brand content for our CRM channels, across device type, that reflects our premium positioning and storytelling approach.
• Keep abreast of competitor activity to inform new ideas and creativity to create best in class communications.
• Collaborate with the Digital Designer to brief and QA assets for email and CRM campaigns.
• Leverage personalisation tools (e.g., Movable Ink) and predictive models to deliver relevant, 1:1 experiences.
• Implement A/B testing across subject lines, design, and targeting to continually improve open, click, and conversion rates.
• Work with key stakeholders including the UK Senior Customer Journey Manager, UK Senior E-Commerce Manager and UK In-store Digital Project Manager.

Manage data, segmentation, and targeting

• Maintain and update customer database segments to enable precise targeting and personalisation.
• Support list hygiene, preference management, and data integrity best practices.
• Identify opportunities for audience growth and re-engagement, including acquisition of new customers and reactivation of lapsed customers to both Club Clarins and the broader database.
• Partner with the Acquisition Team to ensure cross channel targeting of customers on the database, especially where we have no communication opt-in.
• Support the Acquisition Team to create look-a-like and/or suppression audiences using our CDP, Imagino.

Drive loyalty programme engagement

• Execute CRM activity designed to recruit new loyalty members and deepen engagement with existing members through tailored communications.
• Support initiatives that encourage participation, and other gamified loyalty features.
• Contribute creative ideas to enhance the emotional and community-driven aspects of the loyalty programme.

Analyse and report on performance

• Produce weekly and monthly CRM reports tracking engagement, conversion, and loyalty KPIs.
• Share actionable insights and recommendations with the Email Marketing Manager to inform future campaigns.
• Monitor test results, loyalty recruitment rates, and customer retention trends to identify opportunities for optimisation.
• Participate in quarterly reviews of CRM performance alongside key partners (e.g., Movable Ink).

Collaboration and stakeholder management

• Work cross-functionally with the UK Senior CRM Coordinator, Ecommerce, Content, and Design teams to ensure fully integrated 360° campaigns.
• Liaise with Global CRM teams to localise and implement global strategies and assets effectively.
• Support relationship management with CRM technology providers and external agencies.

You are :

• Creative with an ability to bring brand storytelling to life through CRM channels.
• Confident communicator, capable of working collaboratively across multiple teams and stakeholders.
• Data-driven mindset with a passion for continuous improvement.
• Proficient in Microsoft Tools such as Excel and PowerPoint.

You have:

• 1–2 years' experience in CRM, email marketing, or digital marketing (preferably in retail, beauty, or luxury sectors).
• Experience with CRM or ESP platforms (Ometria, Klaviyo, Adobe Campaign, or similar).
• Strong understanding of segmentation, personalisation, and A/B testing.
• Excellent attention to detail and organisational skills.

We have:

• 70 years of expertise in beauty and spa, with the Clarins and myBlend brands
• Unique products and innovative services
• A commitment to Social & Environmental Responsibility embedded in our raison d'être
• A caring and inclusive corporate culture
• Development and training opportunities
• Attractive compensation and benefits
• We Care Day – Volunteering
• A flexible work environment, with up to 2 days of remote working per week

If you have a curious mind, a thirst to go further and the drive to boldly take on new challenges, join us.

About Clarins Group

A B-Corp certified global leading skincare and make-up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Our purpose "making life more beautiful, passing on a more beautiful planet," is a core commitment outlined in our by-laws.

Operating in more than 150 countries thanks to our 8,000 employees worldwide, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas.

In line with our dual CSR mission of 'Caring for people, caring for the planet' we take pride in offering a rewarding yet challenging work environment where everyone can thrive.

This culture allowed us to achieve the certification of Forbes' World's Best Employers 2024, Forbes' World's Best Employers 2024 for Women.

To learn more about our group and our commitments to people, visit 

Equal opportunity employer

We believe in making life more beautiful for our employees and our customers.

Inclusion and diversity are firmly grounded in our core values. We strive to achieve inclusiveness, and we foster an equal-opportunity culture where everyone can reach their full potential and do their best work.

We welcome applications from all backgrounds and are a member of the ILO (International Labor Organization) and the Employers Network for Equity and Inclusion (ENEI).