CRM Manager (London Area)

A luxury beauty brand is on the hunt for a CRM Manager to be based in London.

As CRM Manager, you’ll play a pivotal role within the Ecommerce team, leading the strategy and execution of multi-channel customer communications. You’ll work cross-functionally with key departments and external partners, using data and insights to deliver impactful, personalised messaging that builds loyalty and drives revenue.

Key responsibilities:

• Lead and evolve the CRM strategy and channel roadmap to drive retention and growth
• Manage and optimise lifecycle communications across Email and SMS (Klaviyo, Yotpo)
• Deliver campaigns aligned with the marketing calendar, brand strategy, and customer journey
• Own customer segmentation and personalisation efforts for targeted communications
• Launch and enhance a loyalty programme (Loyalty Lion), managing cross-functional alignment
• Partner with our CRM agency to deliver high-performing lifecycle journeys (acquisition, onboarding, win-back, upsell)
• Monitor campaign performance and customer behaviour to refine CRM tactics
• Maintain and grow relationships with CRM tech platforms, ensuring best-in-class implementation
• Collaborate across departments (Paid Media, Customer Experience, Content, Website) to ensure consistent messaging
• Support subscription and review generation projects alongside Web Merchandising
• Represent the CRM function in meetings and strategic planning
• Liaise with Customer Service partners to improve communication and service quality
• Stay ahead of CRM trends, tools, and innovation

To shine in this role, you’ll have:

• Solid experience in a CRM leadership role, ideally within a DTC environment
• Proven success using Klaviyo, Yotpo, Shopify, and Loyalty Lion (or similar platforms)
• Strong data analysis skills using Google Analytics, Excel, and CRM-specific metrics
• Expertise in campaign management, email journey mapping, and dynamic content
• A commercial, results-driven mindset with a love for customer-centric innovation
• Excellent organisational and project management skills
• Proactive communication style and the ability to operate independently in a fast-paced team