CRM Manager

Medik8 is on an unstoppable journey of growth, and we are now in an exciting position to further scale our CRM capability. You will be a key member of our UK Retention team, working closely with the Head of Customer Loyalty to support the development and delivery of the CRM & loyalty strategy. You will play a pivotal role in translating strategy into execution, ensuring our CRM programme is delivered with precision, insight, and commercial impact.

You will manage and develop the CRM Executive and Senior CRM Executive, providing structure, prioritisation and leadership across day-to-day CRM activity. Together, you will deliver best-in-class communications across email, SMS, lifecycle and loyalty channels, ensuring every customer touchpoint is relevant, data-led and optimised for performance. This role has strategic input and is hands-on, sitting at the intersection of data, technology and customer experience, with a strong focus on execution excellence, optimisation, and continuous improvement.

The Details

• Hybrid working: 3 days per week in the office, 2 days from home
• Current office location: Elstree but relocating to London Bridge from early November 2026

Why you cannot miss this opportunity

This is a unique opportunity to join a fast-scaling CRM function within one of the UK’s leading skincare brands at a pivotal moment of growth. You will play a key role in bringing to life two major CRM priorities:

• The continued evolution of personalisation at scale through Bloomreach
• The enhancement and optimisation of our loyalty programme experience

Working closely with the Head of Customer Loyalty, as well as cross-functional teams across Ecommerce, Trade, Brand, Creative and Marketing, you will ensure CRM activity is fully embedded into the wider trading and brand calendar. From newsletters and campaign execution through to lifecycle journeys and loyalty communications, your work will directly impact customer engagement, retention and lifetime value.

This is a role for someone who thrives in data-rich environments, enjoys solving complex CRM challenges, and is motivated by improving performance through better segmentation, personalisation and optimisation.

Key responsibilities will include:

• Support the Head of Customer Loyalty in delivering the UK CRM & loyalty strategy, ensuring effective execution across email, SMS, lifecycle and loyalty communications.
• Oversee and QA the delivery of CRM activity, including weekly newsletters, seasonal campaigns, product launches, promotional activity and loyalty campaigns.
• Manage and develop the CRM Executive and Senior CRM Executive, ensuring clear prioritisation, high-quality execution and strong operational delivery.
• Own the more technical aspects of campaign build and execution within Bloomreach, ensuring robust segmentation and personalisation, alongside rigorous QA across all communications.
• Act as a key point of contact with Bloomreach to explore and unlock advanced platform capabilities, driving continuous improvement in how we use the tool to enhance targeting, automation and overall CRM performance.
• Support the delivery and optimisation of customer lifecycle journeys (including onboarding, engagement, retention, win-back and loyalty), ensuring journeys are continuously improved based on performance insights.
• Build and maintain segmentation models using behavioural, transactional and engagement data to improve targeting and campaign relevance.
• Take ownership of CRM database management, including data quality, consent, hygiene and reporting accuracy.
• Deliver CRM reporting and performance analysis across key KPIs, providing clear and actionable insights.
• Identify opportunities within customer data to improve targeting, segmentation and personalisation, proactively highlighting gaps or blockers.
• Support the design and execution of A/B testing, feeding insights back into optimisation cycles.
• Ensure all CRM activity is accurately delivered, fully QA’d and aligned with brand and trading priorities.
• Collaborate closely with Creative, Copy, Ecommerce, Trade and Brand teams to ensure CRM is commercially aligned and creatively strong.
• Continuously optimise CRM performance through insight-led recommendations and executional improvements.

The successful candidate will:

• Have significant experience in CRM, email and SMS marketing within a fast-paced retail or consumer brand environment.
• Be highly experienced in CRM platforms (ideally Bloomreach or similar), with hands-on capability in building journeys, segmentation and automation.
• Be highly data-driven with strong analytical capability and a deep understanding of customer behaviour, lifecycle marketing and performance optimisation.
• Be confident working with complex datasets, building segmentation models, and translating data into actionable CRM strategies.
• Have strong technical CRM capability, with experience working with customer data structures, segmentation logic and reporting frameworks.
• Have proven experience line managing team member/s, with the ability to provide clear direction, prioritisation, coaching and performance support to develop high-performing CRM execution teams.
• Be highly proficient in Excel or Google Sheets, with strong ability to manipulate, interpret and present data clearly.
• Have strong experience in CRM reporting and analytics, with the ability to build dashboards, identify trends and present insights to senior stakeholders.
• Be highly proactive in identifying data opportunities, gaps and blockers, and comfortable exploring new ways to improve CRM effectiveness through better use of data.
• Be confident in testing and optimisation, with experience designing and analysing A/B tests to continuously improve performance.
• Have excellent communication and stakeholder management skills, with the ability to influence across creative, commercial and technical teams.
• Be highly organised, detail-oriented and capable of managing multiple priorities within a fast-paced trading environment.
• Be passionate about delivering exceptional customer experiences through personalised, insight-led CRM.

About us

Some of the perks of being part of the Medik8 team include:

• Wellbeing: 25 days holiday + bank holidays, Flexible & Hybrid working, Private Medical Insurance, Mental Health support.
• Rewards: 75% Discount + Annual Product Allowance, Annual Performance Bonus, Long Service Awards.
• Growth: Up-skilling support, regular Lunch & Learns, Flexible Career opportunities.
• Impact: 2 Volunteering days per year, Matched Charitable Giving Scheme.

Our EEO Statements

Our BCorp Commitment to JEDI (Justice, Equity, Diversity & Inclusion) At Medik8, we are committed to cultivating a diverse, equitable, and inclusive workplace where every individual feels respected, valued, and empowered. We believe a rich tapestry of backgrounds, cultures, and perspectives fuels the innovation behind our products. Research shows many candidates only apply if they meet 100% of a job description, however, we use the "60% Rule": if you meet over 60% of the requirements and have the passion to learn the rest, we want to hear from you.

Our Inclusive Hiring Standards:

• Fair Chance Hiring: To support systemic justice, we do not request criminal record or credit checks during the application stage (unless legally required for the role).
• Blind Recruiting: We use anonymised CV screening to focus purely on your talent and reduce bias.
• Disability Confident: As a Level 2 employer, we guarantee an interview to disabled applicants who meet the minimum role criteria.
• Immigration Integrity: We welcome all applicants within current Home Office guidance on sponsorship and Right to Work. We never artificially manipulate role scopes or salaries to meet requirements.