CRM Manager | Cult Beauty

About Cult Beauty:

Who is Cult Beauty? Well, we’re 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. That’s why we only sell the products that truly blow us away and publish every review on our site.  

To achieve this goal, we want to collaborate with individuals who have the same vision. 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. Cult Beauty has become the successful world leader it is because of our people. We’re a close-knit family that recognises that our collective and community are much more valuable than the sum of their parts. 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. 

We are looking for a CRM Manager who will be responsible for executing the CRM strategy and email marketing plan.  Managing three CRM Executives and working closely with our CRM Analyst you will be driven to increase CRM mix-of-business, improve customer retention metrics and optimising lifetime-value.  As a strong collaborator you will work cross functionally with all teams, including eCommerce, MarComms, Performance Marketing, Buying and Merchandising and lead best in class Customer Experience.    

Commercially savvy with a strong understanding of customer data you will be confident using customer analytics to develop customer engagement and drive commercial value.  You must have strong CRM experience in a marketing role where retention has been key.  

WHAT YOU’LL BE DOING 

• Deliver Cult Beauty’s CRM strategy across email, push and SMS marketing, championing personalisation and continually optimising with test-and-learn activity.  

• Manage and motivate a team to deliver campaigns and communications to meet targets. 
• Multifaceted campaign delivery through team prioritisation and resource planning. 
• Responsible for complex segmentation and forecasting revenue, whilst protecting margin. 
• Launch automated CRM campaigns, working cross-functionally to uphold seamless customer journeys.  
• Forecast CRM performance to meet agreed KPIs and targets, identifying gaps and proposing cohort driven solutions. 

• Work in partnership with Marketing, Comms & Design to improve email templates for efficiencies.  
• Together with CRM Analyst measure CRM KPIs, building and analysing relevant reports, providing relevant recommendations and next steps from results. 
• Stay abreast of the latest email technology, to ensure Cult Beauty maximises tools and adopts new functionality where available. 
• Work closely with product teams to influence the roadmap and establish requirements needed to support CRM initiatives. 
• Manage the CRM Platform and all data feeds associated. 

 

MUST HAVES 

• 5+ years in a CRM role with some direct line-management experience 
• Strategic thinker who can translate top line objectives into initiatives that can drive results 

• Very confident using data including data mining and analysis 
• Experience in qualitative research moderation on and off-line 
• Highly articulate and confident communicator with strong influencing skills 
• Ability to work with multiple stakeholders in a fast paced environment 
• Customer orientated and an advocate in promoting best in class customer experience 

• Self-motivated multi-tasker able to handle multiple projects with good time management 
• Commercially aware and able to forecast performance and deliverables 

WHAT WE OFFER: 

• Health Insurance 
• Life Insurance 
• Cycle to Work Scheme 

• Pension Contributions 
• Enhanced Maternity pay 
• Enhanced Paternity pay 
• Flexible and Remote working options 
• Annual wellbeing day 

• A day off for your birthday 
• Annual charity day allowance 
• Excellent discount from the Cult Beauty website! 
• Up to 50% discounts on wellbeing products from our parent company, THG