A CRM Manager role at THG Beauty Brands offers the chance to shape meaningful, data‑driven customer experiences at scale within a fast‑paced, high‑growth beauty portfolio. You’ll balance strategy and creativity with commercial impact, driving retention and lifetime value across multiple brands and channels. With real ownership and senior stakeholder exposure, and the opportunity to lead and develop a team, this role is ideal for someone who wants to influence end‑to‑end CRM direction, test and innovate constantly, and see tangible results in a globally recognised beauty business.
Responsibilities
* Develop monthly CRM plans that align with the overarching strategy; meet commercial targets while delivering an optimal customer experience.
* Create and optimise workflows and automated emails to enhance the overall customer experience and drive increased customer retention.
* Design and execute A/B and multivariate tests across subject lines, creative, messaging, audience segmentation, send times, and journey logic.
* Proactively identify areas for improvement, making tactical and strategic recommendations for optimisations to maximise customer satisfaction, retention and lifetime value; ensure implementation and measure success.
* Analyse and report on CRM program performance on a regular basis to senior stakeholders, surfacing key insights and actions.
* Partner with brand and e‑commerce teams to align CRM activity with broader trading and campaign plans.
* Manage, motivate and develop a team to deliver campaigns and communications that meet targets while supporting their personal goals and objectives.
* Keep up to date with the latest industry trends, legislation, and their implications for the business.
* Drive strategic direction across the brand portfolio, ensuring consistency in internal workflows, processes, and ways of working; maintain adherence to SLAs to uphold best practices and deliver excellence across the channel.
* Manage the CRM calendar across all brands, ensuring campaigns are coordinated, customer‑centric, and commercially effective.
Qualifications
* 3+ years in a CRM role.
* Direct line‑management experience.
* Hands‑on experience with CRM systems (Personify desirable).
* 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.
Benefits
Access and Upskilling
* Access bespoke development programmes designed and developed by our in‑house L&D team.
* Continued development through our upskilling programme delivered in partnership with an industry‑leading training provider.
Enhanced Leave
* 25 days annual leave plus Bank Holidays.
* Enjoy your birthday off – we do not work on it either!
* 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 of volunteer leave after 12 months.
Wellbeing Support
* Access face‑to‑face and virtual appointments with our in‑house GP.
* Access to our 24/7 Employee Assistance Programme (EAP) 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.
* Referral program – refer someone and receive up to £1,000 when they pass probation.
* Anniversary gifts when you hit 5 and 10 years of service.
THG is proud to be a Disability Confident and Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process to enable you to perform to the best of your ability.
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