CRM Programme Manager

Job Description We are looking for a highly organised, commercially minded Programme Manager to be the backbone of our newsletter strategy. You know how to balance brand and the commercial outcomes needed.

You will own the contact plan end to end, orchestrating around 30 campaigns a week across two markets, making sure the right message reaches the right member, through the right channel, at the right moment.

This is a rare role, membership is the heart of our business and you will straddle many teams day to day, you will work directly with our Founder and senior stakeholders across Performance Marketing, e-Commerce, Studio and Content. It is a high visibility position.

This is a role for someone who loves making things happen. You will need exceptional attention to detail, strong project management skills and the ability to manage multiple stakeholders and competing priorities. You will also need to be comfortable working in an environment where things are not always perfectly structured and where priorities can change quickly.

Job Requirements

• Proven experience in CRM, lifecycle or retention marketing, ideally owning email, push and/or SMS campaigns end to end.
• Strong analytical skills, with the ability to translate campaign data into clear, actionable insight.
• A strong test, measure, learn mindset
• Excellent attention to detail you catch what others miss, and you care about getting the small things right.
• A natural collaborator who enjoys working closely with others and builds strong relationships across functions.
• Comfortable working in uncertainty, you bring structure and calm to ambiguity rather than waiting for it to resolve itself.
• Strong stakeholder management skills, with the ability to juggle multiple priorities and competing demands.
• Hands-on experience with a MarTech / ESP platform, with the ability to become (or already be) a subject matter expert on email build.
• Comfortable using AI tools in day-to-day work for briefing, reporting or analysis to drive efficiency.
• A genuine customer obsession, always thinking from the perspective of the person opening the email.
• A go getter mindset, proactive, action-oriented and unfazed by change; you make things happen rather than waiting to be told.

Job Responsibilities

• Lead and manage campaign design and orchestration
• Lead the Global CRM customer data strategy evolving and improving customer segmentation plans and targeting strategies working closely with Senior Manager
• Partner with cross-functional teams to implement, propensity, churn prevention models, and personalisation through connected content.
• Mobile / App friction projects such as deep linking, in-app messaging etc.
• Develop playbook for optimal customer frequency model to determine the best time to trigger an offer via app and web
• Be the subject matter expert on everything Iterable sharing knowledge and monitoring everyone in the team being the lead in the migration project.
• Champion deliverability, sender reputation and list hygiene
• Management of data points e.g. events, attributes, customer attributes needed in Iterable, to unlock personalisation, flesh out requirements needed to be sent to Product and Data Eng

Job Benefits

• Hybrid working with 3 days in the office in central London
• Free membership to Beauty Pie+ and additional percentage off our products
• 25 days holiday & your birthday off
• Flexible bank holidays
• Equal leave for all new parents regardless of gender or personal circumstances

Health & Wellbeing

• Private Medical Insurance
• Menopause support
• £2,500 / $2,500 to spend on your fertility journey after 2 years of service
• 10 therapy sessions through AXA PPP
• Access to mental health support through Spill