CRM Lead (Hiring Immediately)

We’re looking for a CRM Lead to own and evolve our customer relationship marketing across three fast-growing subscription DTC brands: Skin + Me, Hair + Me and Renew + Me. This role is central to driving customer retention, acquisition, lifetime value and engagement across the full customer lifecycle.

This is a hybrid working role with three days a week in our Paddington HQ (Mon, Tue, Fri) and two days remote.

About the role:

You’ll help shape CRM strategy and execution across email, SMS and direct mail, managing and developing a Senior CRM Executive. Working closely with Growth, Product, Data and Brand teams, you’ll ensure CRM activity is insight-led, commercially effective and on-brand across all three business units.

You’ll build and optimise triggered programmes to reduce churn and improve prospect communications, playing a key role in improving customer experience and driving revenue and profit.

The ideal candidate is detail-oriented and confident turning data into actionable insight, with strong communication skills.

What you’ll do:

• Here’s some examples of what you’ll be working on:
• Present proposals of CRM Strategy to the Head of Growth (Influencers and CRM) as well as Business Unit leads from Skin + Me, Hair + Me and Renew + Me, aligned to commercial and brand objectives.
• Define lifecycle strategies across acquisition onboarding, engagement, retention, cross-sell, upsell and win-back.
• Plan, execute and optimise CRM campaigns across email, SMS and other owned channels.
• Lead testing and experimentation (A/B testing, personalisation, frequency, messaging) to drive continuous improvement.
• Own CRM performance reporting across all three brands, with a strong focus on actionable insights, communicating them effectively to senior stakeholders.
• Work closely with Data to improve reporting capabilities which will help to inform segmentation, targeting and personalisation.
• Line manage and develop a Senior CRM Executive, providing clear direction, feedback and growth opportunities.
• Set priorities, manage workload and ensure high standards of execution within the CRM function.
• Work closely with the Product Design, Commercial and Customer Service Teams to ensure we have an integrated approach to our end to end customer experience.
• Work with the Brand Team to launch key campaigns on your channels. You’ll have the support of our amazing Design and Copywriting Teams.

Who you are:

These are the skills we’re looking for. Even if you don’t tick every box, but feel you’re right for us, we’d still love to hear from you.

• This is the perfect opportunity for a Senior Exec hoping to step into a managerial role.
• Significant experience in CRM and retention, acquired in a fast paced, high growth, data driven organisation.
• Strong understanding of CRM channels (email, SMS, Direct Mail and lifecycle marketing principles.
• Experience working directly with developers and/or data engineers on CRM projects, during which you have showcased an interest in technology and developed a strong understanding of databases and data flows.
• Strong understanding of Email Service Providers (ESPs) such as Klaviyo and other CRM tools.
• Experience briefing and working closely with design and copywriting teams to deliver best-in-class creatives.
• Commercially minded with a strong grasp of retention, churn and LTV drivers.
• Confident working with data, reporting and experimentation.
• Commercially-minded with an inquisitive and analytical mind.
• An intermediate understanding of SQL is advantageous, with a desire to develop this knowledge over time.
• Experience working across multiple brands or business units is a plus.

What You’ll Get:

• A chance to work at the intersection of health, beauty, and tech with three innovative and customer-centric brands.
• An opportunity to lead CRM strategy across multiple brands.
• Support from a talented in-house team of designers, copywriters, and marketers.
• Ongoing learning, development opportunities, and the ability to make a real impact.

Why should you choose + Me?

• A daily challenge – in a thrilling, entrepreneurial start-up environment, no two days will ever be the same.
• Make a difference – work within a revolutionary company that is focused on improving millions of lives.
• Significant equity – potentially life-changing value if you commit to our long-term mission.
• Serious commitment to growth – personal development is important to us and we’ll make sure we support your growth, and give you broad experience across your role.
• Support network – the Skin + Me investors and advisors that you’]]>