Senior CRM Manager 12M FTC | LOOKFANTASTIC

Life at THG Beauty 

We know that beauty isn’t one-size-fits-all. Our portfolio of leading retailers and iconic beauty brands caters to everyone, everywhere, empowering customers all over the world to look and feel fantastic.

By combining our portfolio of owned brands inclusive of ESPA, Ameliorate and Christophe Robin, with a marketplace for over 1,300 third-party beauty brands through online retail sites LOOKFANTASTIC, Cult Beauty, and Dermstore, THG Beauty's ambition is to be the global digital partner of choice across the beauty industry, supporting the channel shift to online.

THG Beauty’s breadth of relationships is unique to the beauty market; it engages with brands as a retailer, a brand owner, and a product developer and manufacturer, making it the industry’s digital strategic leader. 

About The Role
This is an exciting opportunity for an established Senior CRM Manager to lead the LOOKFANTASTIC CRM team. This role is responsible for ensuring markets deliver against the overall CRM strategy, creating plans aligned with market maturity and business growth ambitions. Managing a CRM team of eight who have responsibility for the UK & Ireland and EU regions, you will work closely with our marketing activation and trading teams to increase the CRM mix-of-business, drive customer activation and customer retention metrics.

Why be a Senior CRM Manager at THG Beauty? 

This is an exciting opportunity for an established Senior CRM Manager to lead the LOOKFANTASTIC CRM team. This role is responsible for ensuring markets deliver against the overall CRM strategy, creating plans aligned with market maturity and business growth ambitions. Managing a CRM team of eight who have responsibility for the UK & Ireland and EU regions, you will work closely with our marketing activation and trading teams to increase the CRM mix-of-business, drive customer activation and customer retention metrics.

As Senior CRM Manager you’ll:  

• Deliver LOOKFANTASTIC’s CRM strategy across key CRM channels, including email and app push.
• Develop monthly CRM campaign plans, rooted in data and insights, to meet commercial targets whilst delivering an optimal customer experience. Ensure operational excellence in the team’s execution of these plans.
• Continually review the automations programme (workflows and triggers), monitoring and reporting on performance. Identify challenges and opportunities to improve performance ongoing, whether that be optimisations of existing and/or introduction of new workflows and automations.
• Lead Test & Learn initiatives across markets: Planning, implementation and reporting of a regular testing framework across each CRM channel, aligned to overall strategy, to drive ongoing optimisations.
• Identify touchpoints for improvement and implement strategies to maximise customer satisfaction, retention and lifetime value. For example, initiatives to increase opt in rates; initiatives to reduce unsubscribe rates; getting CRM customers into our app, loyalty scheme, subscription propositions, and so on.
• Contribute regularly to trading meetings and communicate to senior stakeholders the performance of CRM channels, both campaigns and automations.
• Manage and motivate the team to deliver against targets, whilst supporting their personal goals and objectives. As part of this, ensure ways of working set the team up for success.

What skills and experience do I need for this role? 

• 4+ years in a CRM role with direct line-management experience of managing multiple team members at the same time
• Proven ability to analyse data and draw out actionable insights
• Highly articulate and confident communicator with strong influencing skills
• Ability to work with multiple stakeholders in a fast-paced environment
• Confident dealing with senior stakeholders
• Self-motivated multi-tasker able to handle multiple projects with good time management
• Strong commercial acumen

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

• State-of-the-art on-site gym. 

• Access to our on-site physio. 

Other Perks 

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme. 

• Subsidised bus pass from Manchester City Centre to our ICON office.  

• Up to 50% staff discount on THG brands. 
  
  
• On-site staff shop.
   
• 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.