CRM Manager | Beauty Brands

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 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. 

 

As a CRM Manager, you’ll:  

• Develop monthly CRM plans (predominantly email but also app push and SMS where relevant) that align with the overarching strategy; meeting 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.
• Propose and run Test & Learn initiatives: Planning, implementation and reporting of a regular testing framework across each CRM channel, aligned to overall strategy.
• Proactively identify areas for improvement, making tactical and strategic recommendations for optimisations to maximize customer satisfaction, retention and lifetime value, and ensuring they’re implemented, measuring their success.
• Analyse and report on CRM programme performance on a regular basis to senior stakeholders, surfacing key insights and actions to be taken as a result.
• Build strong cross-functional relationships, including contributing regularly to trading meetings.
• 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.

What skills and experience do I need for this role? 

• 3+ years in a CRM role
• Direct line-management experience
• Hands on experience with CRM systems
• Multi-channel experience and exposure ideal (Email, SMS, App)
• Understanding of lifecycle CRM, customer data and segmentation
• Comfortable analysing data, working with analytics software such as Tableau and Google Analytics, and drawing out actionable insights
• Writing and proof-reading copy for CRM channels
• Experience within the retail industry, ideally the Beauty industry, desirable
• Highly articulate and confident communicator with strong influencing skills
• Ability to collaborate with multiple stakeholders in a fast-paced environment
• Self-motivated multi-tasker able to handle multiple projects with good time management
• Confident dealing with senior stakeholders with strong upwards management skills
• Attention to detail
• 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 in-house CBT therapist. 

• 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. 

• Access to on-site barber. 

• 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.