CRM Manager

For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations. Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.

Role purpose

Reporting directly to the Senior CRM Manager, this role will play a pivotal role in executing the CRM strategy while actively developing sophisticated communication journeys and strategies. This position is designed for a strategic thinker who is equally comfortable with hands‑on execution. You will be responsible for the end‑to‑end lifecycle of CRM campaigns, acting as the critical link between creative development and supporting the operational delivery. The ideal candidate is highly KPI-driven, ensuring that every recruitment, retention, and reactivation effort is delivered with precision within the brand’s unique tone of voice. The successor remains flexible and agile when faced with evolving project needs and shifting business priorities.

Role responsibilities include, but not limited to:

• Strategic Alignment & Journey Development: Support Senior CRM Manager to partner closely with Marketing and the Head of Category to define customer and communication journeys that contribute to total brand objectives. Design and build automated trigger journeys (Welcome, Post‑Purchase, Re‑engagement, Loyalty) that deliver personalized value while maintaining consistent brand storytelling at every touchpoint. Develop and refine the CRM communication strategy, ensuring that the brand’s tone of voice is preserved across Email, SMS, Push, and Social.
• KPI Management & Brand Performance: Drive and monitor core CRM KPIs, ensuring all tactics are executed in a way that respects the brand's identity: Recruitment: Growing the database with high‑quality, engaged consumers through brand‑aligned acquisition tactics. Retention: Increasing consumer lifetime value (CLV) by delivering high‑value content that resonates with our community. Reactivation: Crafting compelling win‑back strategies that re‑engage lapsed consumers without compromising brand prestige or voice. Monitor campaign performance and provide actionable insights to the Senior CRM Manager to optimize future strategies and maximize CRM contribution to sales.
• Agile Project Execution: Maintain a flexible and agile approach to projects, quick to pivot to meet changing market demands and brand requirements as needed. Support the Senior CRM Manager in the planning and deployment of multi‑channel CRM initiatives to drive consumer retention and lifetime value. Manage multiple projects simultaneously, ensuring all campaigns are deployed on time and to the highest standard within our fast‑paced environment.
• Integration & Operational Excellence: Support integration efforts between CRM and other digital functions (Media, E‑commerce, Social) to ensure a unified consumer experience. Proactively identify and implement new ways of working to improve efficiency, reduce friction in the briefing process, and accelerate campaign delivery. Champion the adoption of new tools and standardized processes across Market and Zone teams.
• Stakeholder Management & Asset Briefing: Act as a key point of contact for internal stakeholders to define campaign objectives and requirements. Translate business needs into technical and creative briefs, specifically responsible for briefing in all asset needs (copy, imagery, and layout). Use Figma to create wireframes, review creative assets, and provide clear, visual feedback to design teams to ensure brand consistency and mobile‑first optimization.
• Global & Regional Collaboration: Collaborate closely with Zone and Global teams to align on overarching brand strategies while ensuring local market relevance. Partner with Market teams to drive seamless project delivery, ensuring that local nuances are respected within the CRM framework. Share best practices across territories to foster a culture of continuous improvement and innovation.
• Data & Personalization: Work with data teams to segment audiences effectively and implement high levels of personalization and A/B testing. Ensure all CRM activities remain compliant with GDPR and L'Oréal's data privacy standards.

This is a full-time position operating with a hybrid working pattern. This is a 12 month Fixed Term Contract.

What we are looking for:

• Open mindset and deep curiosity seeking to understand others, listen without judgement and act on diverse perspectives.
• Commitment to fostering an inclusive and psychologically safe work environment.
• 4+ years in CRM or Digital Marketing, with a proven track record of building automated communication journeys.
• Proficiency in Figma is a must. You must be comfortable using the tool for briefing, prototyping, or reviewing assets.
• Proven ability to work in a fast‑paced, high‑growth environment with a highly flexible mindset. You must be able to adapt to new projects and priorities on the fly.
• Demonstrated ability to work with Category and Marketing leads to align CRM activities with business goals.
• Exceptional organizational skills with the ability to manage competing priorities without losing attention to detail.
• Strong interpersonal skills with the ability to influence stakeholders at all levels (Zone, Market, and Global).
• Experience with enterprise‑level CRM tools (e.g., Salesforce Marketing Cloud, Adobe Experience Platform, or Braze) is highly preferred.

What’s on offer:

• Flexible, hybrid working pattern.
• Generous product discount allowance and bi‑annual complimentary product allocation.
• Paid volunteering allowance for all employees.
• Bonus opportunity based on personal, and business, performance.
• Suite of options to aid development, including complimentary access to LinkedIn Learning, in‑house Product and Core skills training and study support opportunities.
• Access to employee assistance programmes, complimentary subscription to Headspace mindfulness app and summer hours options.

Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation.