Customer Success Manager ensuring clients effectively use DigitalCheckIn software and remain satisfied. Involves onboarding, support, and continuous process improvements in a dynamic team.
About the role
- Senior CRM Executive leading CRM strategies that drive customer engagement at a health and beauty startup. Utilizing data-driven lifecycle programs and collaborating with cross-functional teams to optimize customer experiences.
Responsibilities
- Lead the ideation, planning, and implementation of data-driven lifecycle programmes across all three brands.
- Develop and execute multi-channel CRM journeys (email, SMS, direct mail) designed to acquire new customers, retain existing ones, and build long-term loyalty.
- Ensure lifecycle campaigns are aligned with key business KPIs including acquisition, retention, churn reduction, engagement, loyalty, and customer lifetime value.
- Monitor and report on CRM campaign performance regularly, using insights from performance data to iterate and optimise campaigns for continuous improvement.
- Drive a test-and-learn culture: design A/B tests to improve targeting, timing, creative, and content strategy.
- Develop sophisticated segmentation strategies and dynamic content using customer demographics, behaviours, purchase patterns, and engagement data.
- Work closely with the CRM Manager and the Business unit leads to fulfil CRM deliverables for key growth projects (including new product launches and new site functionality).
- Meet with Product Design, Commercial, and Customer Service Teams to ensure CRM initiatives are seamlessly integrated into the broader customer experience strategy.
- Partner with the Design and Copywriting Teams to create compelling, on-brand creative and content that resonates with our audiences.
Requirements
- 3+ years experience in a CRM or lifecycle marketing role, preferably within DTC, subscription, or health/wellness/beauty sectors.
- Proven experience running CRM programmes across multiple lifecycle stages, preferably across multiple business units or locales.
- Strong grasp of CRM tools (e.g., Braze, Klaviyo, Salesforce, Iterable, etc.) and analytics platforms, with experience working with dynamic email templates favoured.
- Demonstrated ability to analyse performance data and derive actionable insights.
- Experience with A/B testing methodologies and optimisation strategies.
- Excellent project management and organisational skills – able to juggle multiple priorities across different brands.
- Strong collaboration and communication skills – comfortable working cross-functionally and influencing stakeholders.
- Passion for customer experience and lifecycle thinking.
Benefits
- 25 Days Holiday (+ all the usual Bank Holidays) – It's important to take a break and recharge, that's why we offer a generous holiday allowance.
- Free Breakfast & Lunch – It’s important you are well fuelled for the day so we've got your breakfast and lunch covered. Plus drinks and snacks are available too!
- Hybrid working to give you flexibility – We are all remote on Wednesday and Thursday. When we are in the office on Monday, Tuesday and Friday our core hours are 10-4. If you're an early bird you can do 7-4, and if you're a night owl 10-7 is fine too. Need more flexibility around your life – just let us know.
- Equity – We offer a competitive salary and a generous share award package that means every employee has a stake in the business. We really are all in this together.
- Health and wellbeing focus – We offer a healthcare cash plan, cycle to work schemes plus free healthy breakfast and lunch in the office. We'll be sure to always prioritise your physical and mental health.
- £500 annual development budget for any learning, training and development opportunities. Courses, books, software – if it helps you in your role, we’ll help you get it.
- For working parents, we’re proud to offer assistance, helping you save on nursery fees. The workplace nursery benefit allows you to save tax and National Insurance on the full cost of your nursery fees each month.
- Culture club – Our culture club team meets every week to make sure we celebrate our big wins and milestones too, with parties, surprises and more.
- You’ll get highly discounted Skin + Me products for you, and 10 friends + family too.
- Generous employee referral scheme, if you know more fabulous people refer them to work with us too and you’ll get a bonus when they pass probation.
- Dog-friendly office with two very cute resident dogs!
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