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Senior CRM Manager | LOOKFANTASTIC

Canteen staff at the company canteen cash register

Job Category

Marketing

Division

THG Beauty

Location

UK, Manchester

Job Type

Full-time

THG is a fast-moving, global technology business that specialises in taking brands direct to consumers. Our world-class proprietary tech and infrastructure powers our extensive portfolio of beauty, nutrition and lifestyle brands and is now helping drive exponential growth of our clients’ brands globally.  

We’re powered by a global team of over 7,000 ambitious people around the world. Our culture is fast-paced and entrepreneurial, it’s this DNA that has supported our incredible growth.

We’re always looking for individuals that can bring fresh and innovative thinking to THG, and play a part in driving the group forward on its exciting journey. So, if you’re ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you. 

 

 

 

About THG Beauty

THG Beauty is quickly becoming one of the world’s leading online beauty retailers. From skincare to cosmetics and hair products, our brands are breaking boundaries and growing at a relentless pace. 

We’re home to market-leading websites like Lookfantastic, Skinstore, Dermstore, Mankind and the beauty subscription box brand Glossybox. And our portfolio of premium brands includes the likes of ESPA, Illamasqua, Eyeko and Grow Gorgeous – all of which are loved and trusted by millions of fans worldwide.

With everything from manufacture and new product development to content creation, marketing and logistics delivered in-house, THG Beauty is perfectly positioned to consistently deliver rapid growth in a fast-moving, global industry. We also partner with a network of more than 19,000 influencers to ensure brands can reach their audience, anywhere in the world. 

 

 

About The Role 

This is an exciting opportunity for an established Senior CRM Manager or an ambitious CRM Manager looking to take the step up. Reporting into the Head of CRM, the Senior CRM Manager for LOOKFANTASTIC will be responsible for ensuring markets deliver against the overall CRM strategy, creating plans aligned with market maturity and business growth ambitions. Directly managing a team of 4 Senior CRM Execs who have responsibility for the UK & Ireland, EU & Rest Of World regions, and themselves are supported by CRM Execs, you will work closely with our marketing activation and trading teams to increase the CRM mix-of-business and improve customer retention metrics. 

 

MAIN DUTIES:

  • Support the Retention Director and Head of CRM in delivering LOOKFANTASTIC’s CRM strategy across key CRM channels, including email and app push. 
  • Develop monthly CRM plans to meet commercial targets whilst delivering an optimal customer experience. 
  • Create and optimise workflows and automated emails to enhance the overall customer experience and drive an increase in customer retention. 
  • Lead Test & Learn initiatives across markets: Planning, implementation and reporting of a regular testing framework across each CRM channel, aligned to overall strategy. 
  • Identify touchpoints for improvement and implement strategies to maximise customer satisfaction, retention and lifetime value. 
  • Contribute regularly to trading meetings and communicate to senior stakeholders the performance of campaigns within CRM channels.  
  • Manage, motivate and develop a team to deliver campaigns and communications to meet targets, whilst supporting their personal goals and objectives. 
  • Keep up to date with the latest industry trends, legislation, and the implications for our business. 

 

EXPERIENCE:

  • 4+ years in a CRM role with direct line-management experience 
  • Comfortable analysing data and drawing out actionable insights 
  • Confident dealing with senior stakeholders 
  • Highly articulate and confident communicator with strong influencing skills 
  • Ability to work with multiple stakeholders in a fast-paced environment 
  • Self-motivated multi-tasker able to handle multiple projects with good time management 
  • Strong commercial acumen  
  • Language skills desirable but not essential

 

Benefits

  • •    Competitive Salary
    •    Company Pension Scheme – Matching up to 4%
    •    25 Days Annual Leave plus Bank Holidays plus Birthday Leave
    •    Enhanced Maternity and Paternity Policy
    •    Enhanced Compassionate Leave
    •    Cycle to Work Scheme, Tech Scheme & More…
    •    Access to On-Site Doctor, Physio, Gym and Shop
    •    Commitment to Continued Learning and Development Through our Bespoke L&D Offering
    •    Exclusive Discounts off THG Brands
    •    Many More...

 

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. 

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

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