CRM & Customer Experience Manager

We are the number 1 professional skincare brand globally and we are passionate about bringing everyone skin confidence. At Dermalogica, we are on a mission to create respect and success for the professional skin therapist and aesthetic practitioners through Skin Centres, Spas, Medi Clinics and Wellness Centres. Our brand DNA is delivered through outstanding business support, excellent education and revolutionary products in the hands of expert practitioners.

We’re seeking a creative and customer-centric CRM & Customer Experience Manager to join our mission and change lives through skin confidence. You’ll enhance our customer engagement, driving loyalty and retention across all digital touchpoints. Reporting to the Digital Director, the role has full ownership of our CRM strategy, overseeing Email, Messaging, DTC loyalty and online Live Chat to deliver personalised and seamless customer experiences. You will collaborate closely with cross-functional teams, including Ecommerce, Brand Marketing, Retail, and Professional B2B, to ensure a unified approach to customer communication and engagement.

This is an exciting opportunity for someone passionate about leveraging data to optimise customer journeys and brand loyalty through meaningful skin health education.

The responsibilities of the CRM & Customer Experience Manager include:

• Own and execute a comprehensive CRM strategy across Email, Messaging, Loyalty and Live Chat channels to enhance customer engagement and retention.
• Manage and optimise customer segmentation to deliver targeted and personalised communications.
• Oversee the planning, execution, and analysis of CRM campaigns, ensuring alignment with business objectives and KPIs.
• Collaborate with internal teams and external partners to ensure consistent messaging and customer experience across all touchpoints.
• Monitor and analyse customer data to identify trends, opportunities, and areas for improvement.
• Implement A/B testing strategies to continuously improve campaign performance and customer engagement.
• Ensure compliance with data protection regulations and best practices in customer data management.
• Lead the optimisation of CRM tools and platforms to enhance operational efficiency.
• Provide regular reporting and insights to senior stakeholders on CRM performance and customer experience metrics.
• Manage and develop the Online Live Chat team and CRM Executive roles, ensuring alignment with the broader digital strategy and supporting their continuous growth.

Do you have the below skills?

• Proven experience in a CRM management role, preferably within the beauty, health, or lifestyle and fitness sectors.
• Strong understanding of CRM platforms (e.g., Klaviyo, HubSpot) and marketing automation tools.
• Experience managing Email, SMS, and Live Chat channels to drive customer engagement.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
• Good project management skills and the ability to manage multiple campaigns simultaneously.
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
• Knowledge of data protection regulations and best practices in customer data management.
• A proactive, self-starter attitude with a passion for delivering exceptional customer experiences.

What is in it for you?

• Private Health Care with Vitality and Medicash Life insurance with Legal and General which includes – Virtual GP with Health365, wellbeing and counselling and Financial Protection.
• A 5% pension contribution from the company as well as access to a pension’s advisor.
• Your Birthday off work!
• 5 paid sick days per year.
• £70 monthly product allocation.
• Access to new product innovation before they hit the shelves so that you can experience the products first-hand.
• 30% off other Unilever Prestige Brands such as Hourglass, Living Proof, Ren, Murad and Kate Somerville.
• Access to Unilever Discounts, an online shopping website discounts on multiple high street brands.
• The opportunity for growth and progression, we really invest in your personal development through our Learning and development platforms.
• Treats in the office such as our Free Ice Cream Fridge and regular complimentary skin treatments.

At Dermalogica, we are committed to achieving success and fostering respect through excellent education, innovative products, and outstanding human connection. We actively promote equal opportunities, reject discrimination, and value diverse perspectives. Join us in creating a workplace that reflects our dedication to excellence and innovation, where everyone, regardless of background, feels valued and empowered to contribute their unique talents. We welcome applicants from all walks of life to be part of our journey toward success and meaningful human connections.