At a Glance
- Tasks: Lead creative CRM campaigns for Superdrug's 9 million members and drive customer engagement.
- Company: Join Superdrug, a trend-setting retailer passionate about health and beauty.
- Benefits: Enjoy 33 days holiday, staff discounts, hybrid working, and excellent career development.
- Other info: Collaborative office environment with a focus on innovation and personal growth.
- Why this job: Make a real impact in a vibrant team while shaping customer experiences.
- Qualifications: 2-4 years in CRM, creativity, and a knack for data-driven decision making.
The predicted salary is between 35000 - 45000 £ per year.
Person Specification
- 2-4 years' experience in a similar CRM role within retail (Health & Beauty preferable but not essential).
- Must be commercially driven, customer‑centric with a solid understanding of customer lifecycles.
- Attention to detail.
- A creative mindset is a must.
- Social, can‑do attitude.
- A natural flare for copywriting.
- Proven track record in end‑to‑end campaign management and analysis is essential.
- Evidence of using insight and data to drive improvements and ongoing test and learn across all elements of CRM delivering strong ROI figures.
- Confident using data to make tactical decisions.
- Knowledgeable about your specialism and aware of the wider market, supporting with current trends in the business area.
- Actively looks for new ways of working through AI that would benefit the business and move things forward.
- Actively developing ability to use AI effectively and think critically about outputs.
- Strengths Human Touch – Keeping the human element strong with a balance of AI efficiency and human coaching, empathy and team cohesion.
Location and Hours
- Head Office – East Croydon.
- 37.5 hours per week.
- 9:00 am – 5:30 pm.
- Hybrid working available: 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.
Why Superdrug?
Passionate about Beauty and Health? Want to be part of an innovative, trend‑setting retailer? Our vibrant Head Office is a fantastic environment filled with hundreds of brilliant personalities. We put our customers and teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun. Our success comes from our people – they make the difference. We’re all about personality, fun and hard work to deliver that Superdrug feeling.
Day to Day
In this role you support and co‑create the delivery and execution of CRM activity across a member base of 9 million customers. You will deliver highly creative, personalised and relevant communications that Superdrug members know and love. All campaigns will drive online and offline customer behaviour alongside the CRM KPIs. Sees every interaction with the customer as an opportunity to delight. Comfortable using different platforms to communicate with them. Understands customer needs and empowers others to remove any barriers to deliver great service. Uses positive language and behaviours in all interactions with customers and colleagues, building trust and rapport. Always prioritises actions which delight the customer and colleague. Suggests and supports new ideas and ways of working designed to improve service.
Key Responsibilities
- Implement CRM campaigns to develop and grow the Superdrug Health & Beauty Card loyalty scheme.
- Co‑create the CRM & Loyalty activity plan, ensuring all campaigns are customer‑first and strive to increase core CRM KPIs – Sales Participation, Acquisition and Active Member Rate.
- Lead and champion all things creative, constantly searching for and discovering the latest industry trends, creating highly engaging and revenue‑driving campaigns.
- Work with stakeholders to build strong, automated, lifecycle and cross‑channel campaigns, delivering the right message at the right time; report on KPIs and recommend optimisation.
- Lead on creating and delivering highly personalised and sophisticated, industry‑leading multi‑channel campaigns.
- Work closely with the Email Design Team to constantly improve digital communications effectiveness.
- Collaborate with Commercial, eCommerce, Marketing and Supplier teams to bring campaigns to life with a strong human element balancing AI efficiency with human coaching, empathy and team cohesion.
Benefits
- 33 days holiday, rising to 38 days with length of service (inclusive of bank holidays).
- 2 staff discount codes for yourself and a family member or friend.
- 30% discount on Superdrug own‑brand products both in store and online.
- Hybrid working patterns available.
- Company pension matching and bonus.
- Access to Stream, a money‑management app, giving access to a percentage of pay as you earn it.
- Part of A.S. Watson Group – the world's largest international health and beauty retailer.
- Unrivalled learning and development programmes.
- Enhanced maternity, shared parental, adoption leave, company sick pay, pregnancy loss and support.
Senior CRM Executive (Loyalty & Campaigns) in Croydon employer: Superdrug Stores plc
Superdrug is an exceptional employer, offering a vibrant and collaborative work environment at our stylish Head Office in East Croydon. With a strong focus on employee growth, we provide unrivalled learning and development programmes, alongside generous benefits such as hybrid working options, extensive holiday allowances, and discounts on our health and beauty products. Join us to be part of a passionate team that values creativity, customer-centricity, and the human touch in everything we do.
