Global Senior CRM Manager | London
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. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.
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.
Since 2023, Aesop has been part of the L'Oréal Groupe, founded in 1909 by Eugene Schueller and is home to 37 global brands including Kiehl’s, Lancôme, SkinCeuticals, Nyx, YSL and L'Oréal Paris; presenting wide-ranging opportunities for long-term career growth.
“A business doesn’t consist of walls or machines, but people, people, people.” – Eugene Schueller
Role purpose
The Global Senior CRM Manager is the strategic orchestrator of our consumer engagement, responsible for operationalising the global vision set by the Head of CRM & Omni Media, who you would report into. The Global Senior CRM Manager acts as the bridge between high-level strategic framing and global market execution, ensuring our data narrative is consistent and impactful worldwide.
This role is designed for a high-energy, solution-orientated leader who thrives in a dynamic environment. While supporting the Head of CRM and Omni Media in developing the strategic frame, your primary mission is to track, enforce, and implement the aligned global strategy. You will line manage a CRM Manager to ensure high-quality operational output, maintaining a consistently positive approach that inspires the team to resolve problems and push new frontiers in luxury retail.
Role responsibilities include, but not limited to –
Support Strategy Development & Drive Projects
Strategic Support: Partner with the Head of CRM & Omni Media to co-develop the global strategic frame, providing the analytical insights necessary to shape the roadmap
Key Project Lead: Act as the lead driver for high-priority global projects, ensuring they are delivered on time and align with the brand’s long-term objectives
Operationalising the Vision: Take the strategy aligned by leadership and translate it into clear, actionable global implementation plans
Pushing Boundaries: Lead forward-thinking innovation projects, proactively identifying untapped opportunities within the digital landscape to keep the brand ahead of the curve
Global Stakeholder Navigation & Enforcement
Stakeholder Navigation: Support the Head of CRM in navigating senior stakeholders at DMI and Zone levels. Collaborate and align of all key stakeholders including creative, marketing, social, digital at DMI and Zone level. While the Head of role remains the primary POC for overarching strategy, you act as the lead for project-specific implementation and operational tracking
Strategy Enforcement: Ensure that aligned global CRM frameworks are strictly followed across all markets, acting as the guardian of global consistency and Aesop’s elevated brand positioning
Driving Impact and Influence: Proactively influence brand strategies by demonstrating the commercial value of CRM. You bridge the gap between "the logic" (data) and "the magic" (creative) by partnering with Marketing and Creative teams
The "Triple R" Implementation & CLV Tracking
Operationalizing the 3Rs: Implement the global framework for Recruitment, Retention, and Reactivation. Ensure the "Triple R" metrics are tracked rigorously across all markets to identify growth opportunities
CLV Enforcement: Establish and enforce CLV as the core performance metric, ensuring markets utilize deep-dive analytics to mitigate churn risks
Segmentation Frameworks: Support the development of personalization frameworks, then lead the team in the global rollout and technical implementation
Design highly engaging CRM journeys to support campaigns, trigger journeys and always on stories which drive business impact
Category-Led Execution: Orchestrate 360-degree strategic campaigns tailored by product category and specific business objectives (e.g., Skin Care launches vs. Gifting seasons)
Omnichannel Lens: Ensure all campaigns are viewed through an Omnichannel Lens, prioritizing the seamless integration of Email and Mobile (SMS/Push/App) to reach the consumer wherever they are
Global Loyalty & Clienteling Implementation
Loyalty Rollout: Lead the end-to-end implementation and rigorous follow-up of the Aesop Loyalty Program across markets, focusing on the operational mechanics that drive community engagement
Clienteling Execution: Operationalize the Global Clienteling Framework, ensuring digital data is used effectively to elevate the human-to-human retail experience in-store
Leadership
Management of CRM Manager: Directly manage the Global CRM Manager, overseeing their development of Email, SMS, and Push content. Ensure tactical assets are high-quality, brand-consistent, and deployed efficiently
Figma Briefing & Review: Oversee the briefing process, ensuring that wireframes and creative assets produced by the team meet the omnichannel "mobile-first" standard
Positive Problem Solving: Approach every technical or strategic roadblock as a challenge to be solved with energy. Serve as a stabilizing and optimistic force for the team during periods of rapid change
Global Reporting & Actionable Insights
Tracking & Dashboards: Partner with Data teams to manage and interpret global reporting tools. Focus on tracking compliance with the global strategy and providing actionable optimization insights to the Head of CRM
Continuous Optimisation: Establish a cycle of constant testing and refinement, ensuring that operational data is fed back into the strategic development process
This is a full-time position operating with a hybrid working pattern.
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
Significant experience in a Senior CRM role within a fast-paced luxury retail, beauty, or FMCG environment, with a proven track record of people management
Implementation Mastery: A specialist in taking high-level concepts and "making them happen" in a complex, global matrix
Analytical Rigor: Strong proficiency in analytics tools (Salesforce, Power BI, GA) to track and enforce performance KPIs
Collaborative Influencer: Exceptional ability to support senior leadership while managing and influencing stakeholders at the Zone and Market levels
Operational Design Literacy: Proficiency in Figma to provide direction and review tactical email/mobile assets
Positive Mindset: A resilient, proactive, and positive professional who leads by example and thrives in the fast-paced DMI atmosphere.
What’s on offer
We take a holistic approach to employment, promoting professional development, career growth, employee wellbeing initiatives and encouraging deep connections with the local community through the Aesop Foundation, volunteering and matched giving programs. Employee benefits include -
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. We actively encourage everyone to consider becoming a part of our journey.
#LI-Hybrid
StudySmarter Expert Advice🤫
We think this is how you could land Global Senior CRM Manager
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Aesop and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Aesop are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Aesop on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Aesop. Bring your business cards and be prepared to chat about how you can contribute!
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Aesop. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Aesop:Show us that you’ve done your homework! In your application, briefly mention what you admire about Aesop’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Aesop
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Aesop will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Aesop, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
