CRM manager in e-commerce in London

We are looking for a commercially minded, data-driven Senior CRM Manager to lead our Broadcast communications strategy at Beauty Pie. This role will maximise the performance of our customer communications across three markets (US, UK and Ireland), using segmentation, personalisation and testing to increase engagement, sessions and revenue.

Responsibilities:

• Lead the Broadcast communications strategy and contact plan across markets, aligning campaigns with commercial priorities, customer needs and trading activity.
• Develop targeted communication strategies using customer segmentation, behaviour and purchase history to improve relevance and performance.
• Develop promotional strategies for members and guests, identifying the right offers, audiences and communication approaches to drive acquisition, conversion, repeat purchase and member value.
• Oversee campaign planning for BAU communications, promotions, product launches and new market go-to-market activity.
• Ensure every campaign is connected to the right landing experience across web and app, working with Editorial, Creative Studio, E-commerce and Brand to deliver a consistent end-to-end customer experience.
• Experience developing and managing modular email design systems and reusable templates, balancing flexibility and personalisation with efficient campaign production, consistent brand execution and quality across markets.
• Understand when to use modular templates versus bespoke, one-off builds for more complex or high-impact campaigns.
• Oversee the performance of all Broadcast communications, identifying opportunities to improve engagement, sessions, conversion and revenue.
• Establish clear performance reporting and translate insights into actionable recommendations that improve future campaigns.
• Review the end-to-end campaign experience, from message and offer through to landing page and purchase, identifying and addressing barriers to conversion.
• Evaluate promotional performance across member and guest audiences, assessing commercial impact and identifying opportunities to improve offer effectiveness and profitability.
• Own the testing roadmap, developing clear hypotheses across segmentation, creative, messaging, offers, frequency, timing and channel mix.
• Ensure tests are properly evaluated, with clear learnings and recommendations to inform future strategy and quantify commercial impact where possible.
• Build a disciplined test-and-learn culture, scaling successful approaches across campaigns and markets.
• Work closely with Data and Analytics to strengthen customer segmentation, campaign reporting and performance measurement.
• Use customer and campaign data to understand differences in performance across segments, markets and channels, identifying opportunities for growth.
• Ensure decisions are grounded in evidence, with a clear understanding of what is driving results and where to focus next.
• Lead, coach and develop the CRM Manager and CRM Executive, setting clear priorities and maintaining high standards of planning, execution and analysis.
• Work cross-functionally with Trading, E-commerce, Brand and Data to align communications with wider business priorities and deliver a joined-up customer experience.

Requirements:

• Significant experience in CRM, email marketing or customer engagement, ideally within D2C, retail or e-commerce.
• Proven ability to use customer communications to drive engagement, sessions, conversion and revenue.
• Experience developing targeted campaigns using customer behaviour and purchase data.
• Strong analytical skills, with experience developing testing roadmaps, evaluating results and translating insights into action.
• Understanding of how communications, landing pages and on-site experiences work together to influence performance.
• Experience with CRM platforms such as Iterable, Braze, Bloomreach or Klaviyo.
• Experience managing and developing team members, prioritising workloads and driving high-quality execution.
• Ability to influence cross-functional teams, challenge constructively and build strong working relationships.

Conditions:

• Hybrid working with 3 days in the office in central London.
• Free membership to Beauty Pie+ and additional percentage off our products.
• 25 days holiday & birthday off.
• Flexible bank holidays.
• Equal leave for all new parents regardless of gender or personal circumstances.
• Private Medical Insurance.
• Menopause support.
• £2,500 / $2,500 to spend on your fertility journey after 2 years of service.
• 10 therapy sessions through AXA PPP.
• Access to mental health support through Spill.