Senior Crm Manager 12M Ftc | Lookfantastic

About THG We are THG, a global ecommerce group on a mission to be the global online leader in beauty and sports nutrition. 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. About The Role This is an exciting opportunity for an established Senior CRM Manager to lead the LOOKFANTASTIC CRM team. This role is responsible for ensuring markets deliver against the overall CRM strategy, creating plans aligned with market maturity and business growth ambitions. Managing a CRM team of eight who have responsibility for the UK & Ireland and EU regions, you will work closely with our marketing activation and trading teams to increase the CRM mix-of-business, drive customer activation and customer retention metrics. Why be a Senior CRM Manager at THG Beauty? This is an exciting opportunity for an established Senior CRM Manager to lead the LOOKFANTASTIC CRM team. This role is responsible for ensuring markets deliver against the overall CRM strategy, creating plans aligned with market maturity and business growth ambitions. Managing a CRM team of eight who have responsibility for the UK & Ireland and EU regions, you will work closely with our marketing activation and trading teams to increase the CRM mix-of-business, drive customer activation and customer retention metrics. As Senior CRM Manager you’ll: Deliver LOOKFANTASTIC’s CRM strategy across key CRM channels, including email and app push. Develop monthly CRM campaign plans, rooted in data and insights, to meet commercial targets whilst delivering an optimal customer experience. Ensure operational excellence in the team’s execution of these plans. Continually review the automations programme (workflows and triggers), monitoring and reporting on performance. Identify challenges and opportunities to improve performance ongoing, whether that be optimisations of existing and/or introduction of new workflows and automations. Lead Test & Learn initiatives across markets: Planning, implementation and reporting of a regular testing framework across each CRM channel, aligned to overall strategy, to drive ongoing optimisations. Identify touchpoints for improvement and implement strategies to maximise customer satisfaction, retention and lifetime value. For example, initiatives to increase opt in rates; initiatives to reduce unsubscribe rates; getting CRM customers into our app, loyalty scheme, subscription propositions, and so on. Contribute regularly to trading meetings and communicate to senior stakeholders the performance of CRM channels, both campaigns and automations. Manage and motivate the team to deliver against targets, whilst supporting their personal goals and objectives. As part of this, ensure ways of working set the team up for success. What skills and experience do I need for this role? 4+ years in a CRM role with direct line-manage