Interim CRM Manager (MULTIBRAND)

ORGANISATION

MAIN RESPONSIBILITIES

• Develop and implement the audience driven UKI CRM strategy on own channels and strategic Key Accounts to maximise active customer engagement, retention, CLTV and revenue growth
• Manage and optimise the customer database, ensuring data integrity, segmentation, and GDPR compliance
• Lead data acquisition and enrichment initiatives onsite and in-store in collaboration with EMEA and wider UK business
• Plan and deliver targeted, multi-channel campaigns to deliver revenue growth and improved profit (email, SMS, loyalty) on own channels and support omni-channel team on strategic key accounts
• Design and manage customer journeys across the full lifecycle – acquisition, onboarding, retention, reactivation, and win-back for our direct channel and strategic key accounts
• Partner with Brand, Commercial, Omni-Channel Activation, Digital, and E-commerce teams to ensure cohesive customer communication and campaign alignment
• Collaborate with Global and EMEA teams to ensure communications reflect brand tone, visual identity, and premium positioning
• Monitor and analyse CRM performance, reporting on KPIs such as open rates, conversion, CLV, and churn on direct channel and strategic key accounts providing regular customer data insights to our UKI, EMEA and Global teams
• Lead personalisation and automation initiatives to deliver tailored customer experiences at scale.
• Manage and own agency relationships in collaboration with EMEA ensuring ways of working, briefing, reporting and campaign optimisation are adhered to.
• Lead, manage and develop the Email Deployment Executive within the central digital team
• Keep abreast of industry trends, CRM technology, and innovations in customer engagement within beauty, luxury, and retail.

PROFILE, SKILLS AND EXPERIENCE REQUIRED

• Proven CRM experience within a premium/luxury beauty, fashion, or lifestyle brand.
• Strong understanding of customer segmentation, lifecycle marketing, and retention strategies
• Hands-on experience with leading CRM platforms (Salesforce preferred)
• Excellent analytical skills with the ability to interpret data and translate insights into action
• Strong project management, communication and organisational skills, with the ability to manage multiple campaigns and stakeholders simultaneously
• Creative mindset with a keen eye for detail and appreciation of premium brand aesthetics.
• Experience of managing at least one person directly or indirectly
• Understanding of GDPR and UK data protection regulations
• Strong communication skills, both written and verbal
• Exceptional attention to detail and highly organised, proactive, pragmatic with an analytical mindset
• Positive, collaborative, can-do attitude, passionate about customer data and customer experience
• Alignment with the group’s “Trust8” working principles: Think Big, Take Risks, Hands on, Collaborate, Be Open, Act with Integrity, Be Accountable, Applaud Success.
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