Back to search
Our client is a leading global premium beauty and wellness brand. Due to growth they have an exciting new role for a highly experienced CRM Manager with beauty retail to join their marketing team. Offices are in London and they work hybrid, 3 days in office / 2 days remote.
The RoleWe are seeking an experienced senior CRM Manager to work across our portfolio of brands, with a particular focus on Skincare & Wellness and Niche beauty brands. You will report to the Head of Skincare and Wellness. Your strategic and analytical abilities, combined with your operational and project management expertise, will be crucial in implementing strategies, analyzing results, and driving adjustments in collaboration with global brands and CRM teams. Your excellent communication skills will be essential in leading local teams (retail, e-commerce, etc.) through the CRM transformation.
Key Responsibilities
- Adapt global brand CRM strategies to the UK market, ensuring adherence to Global CRM guidelines.
- Design, implement and execute strategies in collaboration with local brands and retail teams.
- Establish local CRM objectives (actionable database, increase consumer value & satisfaction, develop personalized journeys).
- Actively gather and share feedback with local leadership team and global teams regarding CRM tools.
- Ensure data quality in the country (capture, modification, online and offline) in line with global guidelines
- Enhance local teams' CRM strategies and capabilities to foster a data-driven mindset and successfully engage them in the CRM journey.
- Manage all CRM communications with Global and Regional teams and deliver internal or external presentations on CRM topics.
- Provide required CRM training to HQ & field teams (Education teams, Retail Teams, Field teams, etc.)
- Act as the "CRM champion" for the field, enhancing field performance related to CRM goals and metrics.
- Align with Retail, visit stores regularly to share opportunities with store teams and train on best practices and relevant store KPIs to boost performance.
- Assist BAs with the follow-up and reporting of CRM programs as well as defining and training on the Clienteling actions they should put in place.
- Analyze and generate insights for all CRM activities.
- Share insights and feedback with global brand and CRM teams.
- Identify challenges and opportunities on a POS-by-POS basis, prioritizing key locations to enhance CRM performance.
Experience:
- Over 8 years experience in CRM implementation and CRM tools (Clienteling, dashboards…)
- Industry experience in data-analytics and capabilities to generate insights and action plan
- Experienced with beauty, skincare & wellness and niche fragrance brands.
Skills/Behaviours:
- Customer-centric mindset, with a passion for customer experience
- Enjoys working with others across a range of projects & challenges
- Problem-solving skills + creativity
- Excellent communication skills to make internal and external parties well aware of the benefits and opportunities of CRM
- Ability to communicate complex ideas with clarity for stakeholders at all levels
- Excellent presentation skills
- Enjoy being in the field with Beauty Advisors and educate them on CRM & Tools
- Pro-active team player
Please send CV stating your salary expectations.
Creative Recruitment is an equal opportunity employer and do not discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability.
