CRM Manager | Beauty Brands
- Manchester
- Permanent
- Full-time
- 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.
- 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
- 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.
- 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.
- 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.
- 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.