CRM Lead in London

We’re looking for a CRM Lead to own and evolve our customer relationship marketing across three fast-growing subscription DTC brands: Skin + Me, Hair + Me and Renew + Me. This role is central to driving customer retention, acquisition, lifetime value and engagement across the full customer lifecycle.

This is a hybrid working role with three days a week in our Paddington HQ (Mon, Tue, Fri) and two days remote.

You’ll help shape CRM strategy and execution across email, SMS and direct mail, managing and developing a Senior CRM Executive. Working closely with Growth, Product, Data and Brand teams, you’ll ensure CRM activity is insight‑led, commercially effective and on‑brand across all three business units.

You’ll build and optimise triggered programmes to reduce churn and improve prospect communications, playing a key role in improving customer experience and driving revenue and profit. The ideal candidate is detail‑oriented and confident turning data into actionable insight, with strong communication skills.

Here’s some examples of what you’ll be working on:

• Present proposals of CRM Strategy to the Head of Growth (Influencers and CRM) as well as Business Unit leads from Skin + Me, Hair + Me and Renew + Me, aligned to commercial and brand objectives.
• Define lifecycle strategies across acquisition, onboarding, engagement, retention, cross‑sell, upsell and win‑back.
• Plan, execute and optimise CRM campaigns across email, SMS and other owned channels.
• Lead testing and experimentation (A/B testing, personalisation, frequency, messaging) to drive continuous improvement.
• Own CRM performance reporting across all three brands, with a strong focus on actionable insights, communicating them effectively to senior stakeholders.
• Work closely with Data to improve reporting capabilities which will help to inform segmentation, targeting and personalisation.
• Line manage and develop a Senior CRM Executive, providing clear direction, feedback and growth opportunities.
• Set priorities, manage workload and ensure high standards of execution within the CRM function.
• Work closely with the Product Design, Commercial and Customer Service Teams to ensure we have an integrated approach to our end‑to‑end customer experience.
• Work with the Brand Team to launch key campaigns on your channels.

This is the perfect opportunity for a Senior Exec hoping to step into a managerial role.

• Significant experience in CRM and retention, acquired in a fast‑paced, high‑growth, data‑driven organisation.
• Strong understanding of CRM channels (email, SMS, Direct Mail and lifecycle marketing principles).
• Experience working directly with developers and/or data engineers on CRM projects, during which you have showcased an interest in technology and developed a strong understanding of databases and data flows.
• Strong understanding of Email Service Providers (ESPs) such as Klaviyo and other CRM tools.
• Experience briefing and working closely with design and copywriting teams to deliver best‑in‑class creatives.
• Commercially minded with a strong grasp of retention, churn and LTV drivers.
• Confident working with data, reporting and experimentation.
• Commercially‑minded with an inquisitive and analytical mind.
• An intermediate understanding of SQL is advantageous, with a desire to develop this knowledge over time.
• Experience working across multiple brands or business units is a plus.

A chance to work at the intersection of health, beauty, and tech with three innovative and customer‑centric brands. An opportunity to lead CRM strategy across multiple brands. Support from a talented in‑house team of designers, copywriters, and marketers. Ongoing learning, development opportunities, and the ability to make a real impact.

• A daily challenge – in a thrilling, entrepreneurial start‑up environment, no two days will ever be the same.
• Make a difference – work within a revolutionary company that is focused on improving millions of lives.
• Significant equity – potentially life‑changing value if you commit to our long‑term mission.
• Serious commitment to growth – personal development is important to us and we’ll make sure we support your growth, and give you broad experience across your role.
• Support network – the Skin + Me investors and advisors that you’ll have the opportunity to work with have built some of the world’s best consumer companies.

25 Days Holiday (+ all the usual)