At a Glance
- Tasks: Lead global CRM strategy, enhancing customer experiences through innovative messaging.
- Company: Join Charlotte Tilbury Beauty, a transformative force in the beauty industry.
- Benefits: Enjoy flexible working, 25 days holiday, and a generous product discount.
- Other info: Be part of a diverse team empowering confidence worldwide.
- Why this job: Shape the future of CRM with cutting-edge technology and creativity.
- Qualifications: Senior CRM leadership experience and strong analytical skills required.
The predicted salary is between 44817 - 54777 £ per year.
About Charlotte Tilbury Beauty
Founded in 2013 by world-renowned makeup artist and beauty entrepreneur Charlotte Tilbury CBE, Charlotte Tilbury Beauty has transformed the global beauty industry with one mission: to empower everyone, everywhere to look and feel like the most confident version of themselves. With our easy-to-use, easy-to-choose, easy-to-gift icons, we’ve become one of the most talked-about beauty brands on the planet - and the magic is only growing. Today, we’re a global beauty phenomenon, scaling at record speed across 50+ markets with over 3,000 Dream Team members bringing the Tilbury magic to life every single day. Across the world, our Retail Teams and Magic Offices work hand-in-hand to shape the Charlotte Tilbury experience - from the glamour of London and the style capitals of Europe, to the energy of the Americas, the vibrant beauty hubs of the Middle East and the fast-growing innovation centres across APAC. Every region brings its own sparkle, culture and community, creating the unmistakable magic of Team Tilbury.
We’re bold. We’re disruptive. We’re powered by creativity, innovation and industry-leading tech. And as we continue to break records across countries, channels and categories, we’re looking for extraordinary talent to join us.
About the role
We are looking for an exceptional Head of CRM to lead our global strategy across email, SMS, push and in-app messaging, creating customer experiences that feel personal, inspiring and unmistakably Charlotte Tilbury, while driving retention, engagement and long-term value. This is a high impact leadership role for someone who can blend technical expertise, commercial instinct and brilliant people leadership, turning customer insight into bold opportunities and measurable results. With significant investment in personalisation, automation and AI, you will help shape the future of CRM at Charlotte Tilbury, elevating our capabilities and creating more magical, relevant customer moments across the lifecycle.
As Head Of CRM you will:
- CRM Strategy & Commercial Performance: Own and bring to life the global CRM strategy, driving engagement, retention, purchase frequency and lifetime value. Use customer data and behavioural insights to identify growth opportunities, improve segmentation and develop more relevant customer journeys. Combine customer insight, commercial thinking and creativity to develop engaging CRM strategies that strengthen customer relationships and drive performance. Lead high quality global database growth and first party data acquisition, building deeper and more valuable customer relationships. Set performance targets and use analysis, testing and incrementality to improve commercial impact.
- Technology, Personalisation & Innovation: Unlock the full potential of Braze across automation, segmentation and seamless cross-channel communications. Support a major personalisation initiative with Data, Technology and Digital teams, delivering experiences that feel tailored at every touchpoint. Harness AI and predictive capabilities to make targeting, relevance and decisioning smarter and more impactful. Shape the CRM technology roadmap to improve customer experience, performance and team efficiency.
- Leadership & Collaboration: Lead and develop the global CRM team through two direct reports, setting clear direction, building capability and creating a positive high-performing team culture. Build strong relationships across Digital, Marketing, Data, Technology and Creative, ensuring CRM is connected to our biggest business ambitions. Use data and commercial insight to influence decisions and secure support for initiatives. Manage budgets, technology partners and suppliers, ensuring value and data privacy compliance.
Knowledge & Experience:
- Senior CRM leadership experience in a B2C eCommerce or consumer business, ideally across international markets.
- Advanced CRM platform expertise, ideally Braze, covering automation, integrations, segmentation and personalisation.
- Strong analytical skills, translating customer data into commercial action; SQL, Looker or similar experience is desirable.
- Deep understanding of lifecycle management, retention, segmentation and lifetime value.
- Practical knowledge of AI and predictive analytics, ideally including advanced personalisation.
- Experience leading complex technical projects with Data, Engineering and Product teams.
- Proven people leadership, strategic prioritisation and delivery.
- Strong commercial understanding of experimentation, incrementality and ROI.
- Knowledge of data privacy regulations, including GDPR and CCPA.
Who will you work with: CRM, Ecommerce and the Wider Digital.
About you:
- Analytical and endlessly curious, with a genuine passion for understanding customer behaviour.
- Warm, personable and approachable, with a natural ability to build brilliant relationships across teams and levels.
- Collaborative and engaging, bringing positive energy, generosity and a genuine desire to make the team - and the work - shine.
- Commercially minded and confidently constructive, with the courage to challenge thinking and champion the best ideas.
- Proactive, resourceful and full of momentum, taking ownership and moving ideas forward without needing every answer upfront.
- Organised and pragmatic, able to balance transformative strategic projects with the pace and energy of a global beauty business.
Why join us?
- Be a part of this values-driven, high growth, magical journey with an ultimate vision to empower everyone, everywhere to be the best version of themselves.
- We’re a hybrid model with flexibility, allowing you to work how best suits you.
- 25 days holiday (plus bank holidays) with an additional day to celebrate your birthday.
- Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey.
- Financial security and planning with our pension and life assurance for all.
- Wellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleagues.
- Bring your furry friend to work with you on our allocated dog friendly days and spaces.
- And not to forget our generous product discount and gifting!
At Charlotte Tilbury Beauty, our mission is to empower everyone, everywhere, to feel like the most beautiful and confident version of themselves. We bring this to life by welcoming people from diverse backgrounds, cultures, identities, and perspectives into our global team. A workforce that reflects the world around us helps us better serve our communities, our customers, our colleagues, and every candidate who takes part in our recruitment process.
Want a closer look at life at Charlotte Tilbury Beauty? Follow our LinkedIn page for updates, stories, and behind-the-scenes moments.
Head of CRM employer: Charlotte Tilbury Beauty
Charlotte Tilbury Beauty is an exceptional employer that fosters a dynamic and inclusive work culture, empowering employees to innovate and grow within a fast-paced environment. With a strong commitment to employee well-being, the company offers flexible hybrid working, generous holiday allowances, and unique perks like dog-friendly days, all while championing diversity and creativity. Joining the #DreamTeam means being part of a global beauty phenomenon where your contributions directly impact the brand's mission to inspire confidence in everyone, everywhere.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CRM
✨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 Charlotte Tilbury Beauty 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 Charlotte Tilbury Beauty 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 Charlotte Tilbury Beauty 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 Charlotte Tilbury Beauty. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Head of CRM
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 Charlotte Tilbury Beauty. 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 Charlotte Tilbury Beauty:Show us that you’ve done your homework! In your application, briefly mention what you admire about Charlotte Tilbury Beauty’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 Charlotte Tilbury Beauty
✨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 Charlotte Tilbury Beauty 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 Charlotte Tilbury Beauty, 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.
