CRM Manager

Life as a CRM Manager at Medik8 is an exciting opportunity to be part of our EU/ROW CRM team, providing critical support and leadership to the CRM Executive. This role will be pivotal in executing a customer-centric, data-driven, and creative CRM strategy to enhance customer engagement and retention, and increase long-term customer lifetime value.

As the owner of CRM channel activity (including email, SMS, and loyalty), you will lead the creation and execution of best-in-class customer communications that support our retention strategy and deliver on key commercial objectives. Operating across our European and International markets, you will tailor campaigns for multiple languages and customer segments, ensuring relevance, impact, and consistency at scale.

Key responsibilities will include:

• Lead the CRM strategy and rollout for new international markets, including the creation of tailored content calendars and locally relevant communications, while ensuring alignment with global brand messaging and positioning.
• Own and drive the execution of multi-channel CRM campaigns – primarily via email and SMS – delivering both large-scale brand campaigns and targeted, segmented 1:1 lifecycle communications to optimise customer engagement and retention.
• Oversee and mentor the CRM Executive, ensuring efficient planning and delivery of campaigns.
• Collaborate closely with other regional CRM teams to ensure alignment and knowledge sharing across markets.
• Manage the end-to-end production of CRM assets, ensuring high-quality creative that reflects global brand tone, is adapted to local market needs, and drives strong engagement and conversion results across channels.
• Define and execute the A/B testing and optimisation roadmap for email and SMS, including testing subject lines, creative, messaging, CTAs, send times and segmentation strategies. Analyse results and translate insights into actionable improvements.
• Lead competitive and industry analysis across key markets, identifying CRM trends, benchmarking performance, and making strategic recommendations to enhance our email, SMS, and loyalty programmes.
• Own performance reporting across CRM KPIs (open rate, CTR, CVR, opt-outs, etc.), providing actionable insights to senior stakeholders and continuously improving CRM effectiveness through data-driven decisions.
• Collaborate cross-functionally with creative, translation partners, local teams, and digital leads to ensure all communications are appropriately localised, culturally relevant, and aligned with wider commercial and brand objectives.

The successful candidate will:

• Bring proven experience in email and SMS marketing, either from an in-house or agency environment, with a strong understanding of best practices across lifecycle and campaign CRM.
• Possess excellent copywriting and editing skills, with meticulous attention to detail and a clear understanding of tone, customer segmentation, and localisation nuances.
• Have hands-on experience using CRM platforms (e.g. Klaviyo, Bloomreach, etc.) to build, schedule, and optimise campaigns – including creating and analysing A/B tests to drive continuous improvement.
• Demonstrate strong analytical capabilities, with experience using tools such as Google Analytics, CRM dashboards, or similar platforms to interpret performance data and customer behaviour.
• Be highly data-driven, confident in using Excel or Google Sheets to manipulate and report on key performance metrics, and comfortable making decisions based on insights.
• Be a proactive self-starter with excellent planning, time management, and organisational skills, capable of managing multiple campaigns and priorities across markets.
• Have a keen eye for detail, ensuring accuracy and quality in all CRM content, data management, and reporting outputs.

About us: Founded in 2009 by UK scientists and brothers, Elliot and Daniel Isaacs, we are a British, B Corp™ certified dermatological skincare brand, globally renowned for our age-defying heroes that deliver results without compromise. Our mission is to simplify the route to great skin through the highest quality, most efficacious and trusted products on the market.

Culture & Benefits: We are fuelled by our commitment to sustainability, quality, efficiency, and an unwavering passion for our customers. Championing solutions-focused thinking, we possess a purpose-driven mentality and strive to work with integrity and agility, always. We are collaborative go-givers; our diverse talents work cross-functionally and we achieve more together. Some of the perks of being part of the Medik8 team include:

• 25 days holiday + bank holidays
• Flexible & Hybrid working
• Private Medical Insurance + Mental Health support
• Employee Assistance Program (EAP)
• Annual Performance Bonus
• Long Service Awards
• 75% discount + Annual Product Allowance
• Flexible Career opportunities
• Up-skilling support + regular Lunch & Learns
• 2 Volunteering days per year
• Matched Charitable Giving Scheme

At Medik8, we believe that diversity within our workplace drives innovation. We celebrate multiple backgrounds, cultures, approaches and points of view, and believe that when people feel respected and included, they can truly flourish. We’re committed to advancing equal opportunities and we’re dedicated to building a workforce as diverse as our consumer base, creating a multifaceted, equitable and inclusive culture and allowing all colleagues to bring their whole selves to work.