Senior CRM Manager

Life at THG Beauty: We’re home to market-leading websites like Lookfantastic, Dermstore & Cult Beauty – all of which are loved and trusted by millions of fans worldwide. We are also proud to have a portfolio of premium brands including the likes of Biossance, Perricone MD, ESPA, Ameliorate and Christophe Robin. We partner with a network of more than 19,000 influencers to ensure brands can reach their audience anywhere in the world. It’s an incredibly exciting time to be joining the team! 

Why be a CRM Manager at THG -

The Senior CRM Manager, reporting to the VP of Consumer Growth, will support the Dermstore.com business in managing the Consumer Database and building Consumer first Retention strategies to ensure our customers stay active. They will also be responsible for building CRM plans across Email (manual and trigger sends), SMS, App Push Notifications, and Direct Mail.

This person will be accountable to looking at data and identifying insights and actions to strengthen and grow our activate consumer base; thought leadership will expand across Retention programs such as Loyalty, Auto-Replen and App

Main Responsibilities:

• Develop Dermstore’s Retention strategy and prioritize efforts to grow the total consumer base.
• Lead Dermstore’s customer journey for Retention, with focus on personalization and segmentation, to customize relevant messages through the various life stages across activation, engagement, retention, and winback.
• Oversee Dermstore’s daily Email and SMS campaigns to support consumer database / retention objectives, as sale events and loyalty events.
• Own Channel revenue budgets and performance KPIs including CVR, AOV, and Opt-in/Outs, setting monthly goals based on consumer behaviors and business targets.
• Launch brand and category specific workflows (in collaboration with Buying teams) to increase repeat purchases, upsell buyers into auto-replenishment program, and drive cross-category purchases.
• Partner with Trade/E-comm team to optimize Loyalty Rewards program, and elevate messages to various segments to increase participation, redemptions, and revenue.
• Oversee weekly reporting on results vs targets and YOY, recommending pivots in-month to deliver improvements.
• Manage 2 direct reports

Essential Skills:

• 5-7 years relevant CRM experience working at a DTC brand or retailer; experience managing people.
• Experience managing CRM campaigns via an ESP (ie Listrak)
• Ability to prioritize and effectively manage workload in a fast-paced environment, and to adapt to unforeseen circumstances, keeping a cool-head under pressure
• Aptitude for data analytics; strength working with numbers and drawing insights
• Ability to form good working relationships with colleagues
• Strong Excel skills, including building formulas, pivot tables, and charts

What's in it for me? 

• Salary: $110-$140,000
• Hybrid work schedule: 3 days in-office; 2 day WFH
• Medical, Dental, Vision plans
• 401K matched up to 5%
• Generous PTO (Paid Time Off)
• Short and long-term disability
• Summer Fridays (early end time)
• Exclusive employee discounts on THG Brands
• Many more..