Assistant CRM Manager

Launched by our founder Sarah Brown in 2007 as a solution to her own sensitive skin, our award-winning premium skincare range is manufactured and distributed from our base in London HQ. Our mission is to help millions of people feel beautiful and confident in themselves. If you’re looking for a role where you can be proactive, creative and commercial, and you thrive in a fast-paced environment where you can make a real difference daily, Pai could be for you.

We are looking for an CRM Assistant Manager, to play a key role in developing and executing strategies to acquire, engage and nurture Pai customers, while delivering rich consumer insights to the business. You will be responsible for planning, implementing and optimising all digital communications across the ecosystem, consistently seeking new opportunities for data activation, personalisation and commercial impact. You will also support the DTC Trading Manager with the day-to-day operations of the DTC channel, including merchandising and special projects. This is the perfect opportunity for someone who is passionate about the digital ecosystem within the skincare industry and is looking to take the next step in their career.

Key Responsibilities:

• Propose consumer-first 1P data strategies and initiatives to acquire new leads/customer, increase personalised engagement, and boost customer lifetime value.
• Develop and deliver a detailed CRM calendar that supports always-on hero strategy, product launches, key commercial moments, and brand storytelling, aligned with product, brand and commercial priorities.
• Own the end-to-end process for broadcast and automated CRM campaigns, including planning, briefing, building and deployment across all existing and future touchpoints.
• Develop various consumer cohorts and translate into commercial opportunities as part of product and promotional strategies.
• Partner with internal and external stakeholders to strengthen our 1P data practices e.g. audience development and segmentation in media.
• Generate accurate and regular reporting and share analysis/insights with wider business in regard to customer, product, channel, and campaign performance plus share recommendations for optimisation.
• Champion CRM best practices across the business, supporting teams with database understanding, personalisation tactics and data activation strategies.
• Stay informed on industry trends and competitor activity to continuously elevate Pai’s customer communications in line with best-in-class standards.
• Achieve channel KPIs across CRM and DTC trading, including engagement, conversion, customer acquisition, retention and revenue growth.
• Drive strong ROI across all CRM activities by developing relevant cohorts, implementing personalisation strategies and continuously optimising campaign performance.
• Ensure all digital communications, including email, SMS, on-site and push notifications, are engaging, data-driven, and aligned with Pai’s premium positioning.

DTC Trading Support:

• Support the DTC Trading Manager with the day-to-day operations of the website, including administrative tasks, product and promotion setup, merchandising, testing and general site maintenance.
• Maintain an always-on trading mindset, using daily and weekly insights to identify optimisation opportunities and drive performance across conversion, product visibility and commercial KPIs.
• Build strong working relationships with internal teams and external agencies to brief and coordinate the creation and activation of campaign assets across key touchpoints, ensuring seamless execution in line with the marketing calendar and major brand moments.
• Contribute to the evolution of the digital ecosystem by supporting special projects, including UX and UI enhancements, implementation of new tools and features, and ongoing website improvements.
• Monitor, maintain and update key reports to track trading performance, inform commercial decisions and support data-led planning across the DTC channel.
• Support the ongoing development of the DTC ecosystem, contributing to key projects focused on UX/UI improvements, new tools and enhanced customer experience.
• Collaborate effectively with internal and external teams to brief and deliver high-quality assets and site updates in line with the marketing calendar.

What you’ll bring with you:

• A passion for skincare and the journey we’re on.
• An ethical and noble approach.
• You’ll be accustomed to and comfortable with being flexible in a fast-paced environment, where no two days will be the same.
• Customer-obsessed with a passion for delivering best-in-class experiences across digital touchpoints.
• Commercially curious and analytical, with a constant drive to improve performance and deliver results.
• Highly organised and detail-oriented, with the ability to manage multiple projects and priorities effectively.
• Proactive and positive, with a growth mindset and a strong sense of ownership.
• Adaptable and flexible, comfortable switching between strategic thinking and hands-on execution.
• Collaborative team player who communicates well and thrives in cross-functional environments.
• Skilled in analysing customer metrics, reporting performance and generating actionable insights to inform ongoing strategy.
• Proven experience in delivering CRM strategies across the entire customer lifecycle and various digital touchpoints, along with proficiency in database management.
• Strong understanding of how to grow a high-quality database and execute segmented, personalised campaigns to drive customer engagement and lifetime value, while maintaining a consumer-first and commercially minded approach.
• Good knowledge of CRM and marketing technologies that enhance customer engagement and the digital experience.
• Ideally comfortable with basic HTML, design tools or copywriting to support creative execution.
• Experienced in fast-paced, high-growth DTC environments, with the ability to work cross-functionally to support channel growth.

Benefits:

• Hybrid working model – 3 days a week working from our office in Acton, London.
• 25 days annual leave, plus public holidays and your birthday day off too!
• Free skincare products (Pai ones!)
• Company discount for yourself, friends and family.
• Wellbeing support - Employee Assistance Programme and private healthcare (BUPA).
• Contributory pension scheme.
• Life insurance.

We celebrate diversity in our customers, our products and our people. We champion inclusivity and an environment where you can truly belong and be the best version of you. We’re committed to equal opportunities and welcome people from all backgrounds, perspectives, ideas and experiences.