Senior CRM Executive (Loyalty & Campaigns) in Croydon

Join Superdrug Head Office - Make a Real Difference Every Day!

Hours: 37.5 | 9.00am - 5.30pm - Hybrid working available depending on role responsibilities with 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, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities. We’re a team that puts our customers and our 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, we have fun, and we work hard to deliver That Superdrug feeling.

Here’s the exciting bit… A day includes:

• Supporting and co‑creating the delivery and execution of CRM activity across the member base of 9 million customers.
• Delivering highly creative, personalised and relevant communications that Superdrug members know and love.
• Driving online & offline customer behaviour alongside the CRM KPIs.
• Seeing every interaction with the customer as an opportunity to delight them and being comfortable using different platforms to communicate with them.
• Understanding customer needs and empowering others to remove any barriers to deliver great service.
• Using positive language and behaviours in all interactions with customers and colleagues, building trust and rapport.
• Prioritising actions which delight the customer/colleague.
• Suggesting and supporting new ideas and ways of working which are designed to improve service.

Key Responsibilities:

• Responsible for the implementation of CRM campaigns to develop and grow the Superdrug Health & Beautycard loyalty scheme.
• Co‑create the CRM & Loyalty activity plan, ensuring all campaigns are customer first and strive to increase the 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 key stakeholders to build strong, automated, lifecycle and cross‑channel campaigns, delivering the right message at the right time.
• Report back on KPIs and recommend optimisation.
• Create and deliver highly personalised and sophisticated, industry‑leading multi‑channel campaigns.
• Work closely with the Email Design Team to constantly improve the effectiveness of digital communications.
• Collaborate with key stakeholders across Commercial, eCommerce, Marketing and Supplier teams to bring campaigns to life cross channel.
• Take a data‑driven approach to CRM, using insight to influence and enhance storytelling and retention.
• Ensure CRM activity is personalised utilising the appropriate data segmentation to guide CRM targeting and content variation.
• Ensure all campaigns are performing against key performance and engagement metrics.
• Be the voice of customers and orchestrate the organisation to live the brand purpose and inspire a customer‑first culture.
• Confidently communicate, challenge and give feedback to others.
• Encourage teamwork & collaboration between their own team and others.
• Recognise the strengths & contributions of various teams, building networks to understand priorities of others.
• Seek feedback and listen to it, taking responsibility to find positive outcomes and solutions.
• Generate ideas and feel that they can be shared both within their immediate team and also outside of the team.

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 solid understanding of customer lifecycles.
• A creative mindset is a must.
• A natural flair 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 wider market trends.
• Actively looking for new ways of working through AI that would benefit the business.
• Strengthen Human Touch - Keeping the human element strong: Balancing AI efficiency with human coaching, empathy, and team cohesion.

Here’s what’s in it for you:

• 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 depending on role responsibilities.
• Company pension matching and bonus.
• Access to Stream - a money management app that gives you access to a percentage of your pay as you earn it.
• Being part of more! We are part of a group that works closely with Savers, The Perfume Shop and Three UK.
• Unrivalled Learning and Development programmes.
• Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss support.

Come and be part of something special!