CRM Manager (12m FTC) | LOOKFANTASTIC

Our portfolio of leading retailers and brands such as LOOKFANTASTIC, Myprotein, ESPA, Perricone MD, and Cult Beauty form our two core businesses: THG Beauty and THG Nutrition.

From Manchester to New York, we’re powered by a team of over 2500 people who work together, lead by example, and think BIG.

With us, you’ll go further, faster. What are you waiting for?

Life at THG Beauty

We know that beauty isn’t one-size-fits-all. Our portfolio of leading retailers and iconic beauty brands caters to everyone, everywhere, empowering customers all over the world to look and feel fantastic.

By combining our portfolio of owned brands inclusive of ESPA, Ameliorate and Christophe Robin, with a marketplace for over 1,300 third-party beauty brands through online retail sites LOOKFANTASTIC, Cult Beauty, and Dermstore, THG Beauty's ambition is to be the global digital partner of choice across the beauty industry, supporting the channel shift to online.

THG Beauty’s breadth of relationships is unique to the beauty market; it engages with brands as a retailer, a brand owner, and a product developer and manufacturer, making it the industry’s digital strategic leader.

Why be a CRM Manager at THG Beauty?

We are looking for an established CRM Manager to support the delivery of the CRM strategy across the UK and Ireland markets. This role will be responsible for leading a well-organised, ambitious and high-performing CRM team while ensuring the successful delivery of customer communications across email and push notifications.

You'll confidently step into an established CRM function, build strong relationships across the business, and work closely with the Senior CRM Manager to drive customer engagement, retention and commercial performance throughout the maternity cover period.

As a CRM Manager, you’ll:

• Support the Senior CRM Manager on strategic CRM projects, team development and channel growth.
• Develop monthly CRM plans across email and push notifications that align with the overall LOOKFANTASTIC CRM strategy, balancing commercial objectives with an exceptional customer experience.
• Create, optimise and manage automated customer journeys and workflows to improve engagement, retention and customer lifetime value.
• Own the delivery of monthly activation plans, including campaign briefs, execution and performance wrap-ups.
• Partner with the Retail Media team to maintain a collaborative relationship and review ongoing commercial agreements.
• Lead a test-and-learn programme across CRM channels, including planning, implementation, analysis and recommendations to continuously optimise performance.
• Identify opportunities to improve the customer journey and implement initiatives that enhance customer satisfaction, retention and lifetime value.
• Present CRM performance, insights and recommendations in trading meetings and communicate results confidently to senior stakeholders.
• Manage, coach and develop a high-performing CRM team, ensuring campaigns are delivered to a high standard while supporting individual development and career progression.
• Ensure CRM activity is delivered accurately, on time and in line with brand guidelines and business priorities.
• Keep up to date with CRM best practice, industry trends, consumer behaviour and relevant legislation.

What skills and experience do I need for this role?

• 3+ years' experience in a CRM role, with direct line management experience.
• Proven experience using CRM and marketing automation platforms.
• Strong analytical skills with the ability to interpret data and turn insights into actionable recommendations.
• Experience managing multiple campaigns and priorities in a fast-paced environment.
• Confident presenting to and influencing senior stakeholders.
• Excellent communication and stakeholder management skills.
• Highly organised, self-motivated and able to manage multiple projects simultaneously.
• Strong attention to detail.

Desirable:

• Experience working across multiple markets.
• Beauty, retail or eCommerce CRM experience.
• Experience working with loyalty programmes or customer retention initiatives.

What’s in it for me?

Career Development

• 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.

Enhanced Leave

• 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.

Wellbeing Support

• Access face-to-face and virtual appointments with our in-house GP.
  
• 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.

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.
  
• 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.

THG is proud to be a Disability Confident 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 that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.