Digital Trading & CRM Lead

Job Summary: The eCommerce and CRM Lead role exists to lead the trading, strategic and operational aspects of our DTC website and our CRM and retention tools and strategies. By way of managing end to end trade this role also plays a part in supporting Performance Marketing and Affiliate activity and partnering with relevant teams to ensure commercial diligence across all channels. This role is a commercial guardian of Grownalchemist.com and serves to drive synergies and Trade Strategies in cohesion with other digital channels. Reporting to the Global Digital Director and working side by side with the Head of Product and Performance Marketing and Growth Lead, this role aims to take accountability for driving the day to day sales and operations behind Ga.com Globally.

Key Responsibilities:

eCommerce Trading

· Drive Global eCommerce trading aligned with business goals, building or streamlining existing trading calendars and processes in line with local commercial moments and brand marketing calendar.

· Manage DTC’s promotional strategy in line with Brand goals, product launches and Digital Marketplace ecosystem.

· Manage daily operations of the eCommerce platform, ensuring a seamless user experience and updates in line with trading plans as well as reactive trading.

· Manage product listings, pricing & promotional activities and front end site features in line with trading plans.

· Support Performance Marketing success using funnel metrics to help assess overall health, align spend with relevant trading peaks and support with looking at Paid Search and Paid Social Product strategies.

· Partner with brand marketing on affiliate initiatives managing spend and platform in line with influencer and affiliate strategy.

· Monitor core on and off-site KPIs and report and analyse trends and insights to use for reactive trading and supporting strategy plans.

· Ensure demand plan and stock levels on a market level are strategically matched in order to ‘never miss a sale’ and ensure right stock, right place, right time.

· Meticulously manage the day to day UX, customer flow and experience of the website, ensuring solid end to end QA is set up within the team.

· Manage communications of trade performance, operations and issues across other teams and leadership.

· Lead and implement end to end reporting across all core trading metrics, covering all markets and feeding into relevant teams.

CRM Strategy and Execution:

· Drive New Customer Growth by planning and executing end to end New Customer Campaigns onsite and off site.

· Design and execute CRM strategies to enhance customer acquisition, retention, and loyalty across email and SMS.

· Develop Consumer Segments and Set Up Lifecycle Programmes supporting CLTV strategies.

· Support integration of CDP Tool and set up Customer Reporting.

· Brief, build and iterate on existing promotional, educational, brand and product CRM message calendar ensuring right mix and performance is achieved. Work with brand team to manage operations and timing to serve the customer.

· Manage on site initiatives and feed into paid initiatives that drive New Customer Acquisition and Repeat Purchase.

· Support Repeat purchase and loyalty by reporting on, understanding and driving CLTV.

· Work with Head of Product to drive and lead Loyalty programme; value proposition, project management of initiatives, execution of campaigns, integration and optimisation of solution. Build business cases to support asks behind customer perks and strategy.

· Site Experience Management:

· Ensure a holistic end to end view of the customer journey connecting upper funnel, lower funnel marketing, full site experience and post purchase brand impact to maintain consistency and report to relevant teams with found opportunities.

· Meticulously manage the site experience day to day ensuring the core messages, products and promotions as working as expected and trading where relevant.

· Work across multiple functions to support with projects on site improvement (Eg. Navigation Redesign, PDP Enhancements, Search and Merchandising Optimisations).

· Constantly report on site health using a combination of qualitative and quantitative tools available, offering opportunities for testing, quick fixes and longer-term pain points.

· Collaborate with the customer service and warehouse team to improve synergies and resolve frequent customer and internal friction points.

Cross-functional Collaboration:

· Work closely with brand marketing, operations, finance, and local teams to align eCommerce and CRM initiatives with overall business objectives and understand needs from internal partners.

· Support with coordination of with external partners, troubleshooting integration issues and supporting with enhancement planning. Eg. Development agencies, CRM support teams.

· Work closely with Brand/Marketing teams on activations across; Store Initiatives, Treatment Booking Systems, Campaign Management (E.g Holiday Campaign), Email/Blog/Site Content Production and timelines.

· Working closely with store teams on Booking Systems, Omni-Channel Promotions and events, Drive to Store Initiatives.

· Support cross functional collaboration, aligning teams on shared project goals, coaching more junior members of the team.

· Supporting Leadership team with insights and reporting asks in a timely manner.

Qualifications :

· Bachelor’s degree in Marketing, Business or related field.

· 8+ years of experience in eCommerce, Trading and CRM management.

· Advanced understanding of eCommerce platforms (Shopify essential) and CRM/CDP systems (Klaviyo essential).

· Highly Experienced with Web Analytical tools (GA4 highly preferred).

· Advanced excel skills and the ability to get insights and actions quickly.

· Experience with NPS or CSAT tools.

· Experience with Paid Marketing Management – knowledge of the various paid channels (Meta, Google, TikTok etc).

· Understanding of SEO principles and implementations.

· Excellent analytical skills with the ability to interpret data and provide actionable insights.

· Strong project management skills and the ability to manage multiple initiatives simultaneously.

· Excellent communication and interpersonal skills, known as a team player.

· Great presentation skills both written and verbal, and feels comfortable presenting to leadership.

· Natural problem solver able to find solutions with limited resources and data points.

About Grown Alchemist:

Founded in Australia in 2008 for all skin impacted by modern living, GROWN ALCHEMIST’s high-performance, clinically proven formulas support skin health, head to toe. GROWN ALCHEMIST utilizes advanced plant and biotech ingredients that work in harmony with your skin biology for better absorption and more powerful results. The brand also offers spa treatments and services, encompassing cryotherapy, lymphatic drainage, and IV Infusion Therapy to optimize skin health. GROWN ALCHEMIST is available in over 40 countries, retailers such as Sephora and Credo Beauty, and 5-star hotels & spas. For more information, visit

Grown Alchemist is an equal opportunities employer. This means that, when making decisions about our employees’ careers with us, our main considerations are their ability to do their jobs and develop in their roles. One way we cultivate change is by creating a more diverse and inclusive workplace and organizational culture. As part of this, we are committed to building an environment that is free from discrimination and harassment, where everyone feels respected and valued. We recruit positive minded people who share our core values and our commitment to sustainability.