Direct message the job poster from 111SKIN
Founded in 2012 by world-renowned plastic and reconstructive surgeon Dr Yannis Alexandrides, 111SKIN is a global skincare brand that bridges the gap between plastic surgery and glamour. Beloved by A-listers, high-profile makeup artists, and skincare connoisseurs, 111SKIN is also highly regarded by some of the most reputable editors and industry bodies.
Whom we are looking for: A customer centric and data-driven CRM Manager to lead the channel, as part of the wider Ecommerce team.
What you’ll do: As our CRM Manager, you’ll be responsible for shaping and delivering the customer relationship and retention strategy, working cross-functionally with Marketing, Creative, Development and Customer Experience teams. You’ll lead the day-to-day operation of both BAU and lifecycle communications across email and SMS, oversee our customer segmentation strategy, and own the ongoing optimisation of our newly launched loyalty program. You will champion data-led decision-making, turning customer insights into initiatives that deepen relationships and drive long-term value.
What success looks like: You will deliver a best-in-class CRM and retention program that increases customer engagement, drives repeat purchases, and enhances overall customer satisfaction. Through rigorous analysis and continuous improvement, your work will contribute to sustained growth in retention and CLV, while supporting our wider brand and ecommerce goals.
Why you are a great fit: You’re a proven CRM leader with experience driving channel growth and leading cross-functional initiatives. You combine strategic thinking with hands-on execution, and are comfortable operating autonomously in a fast-paced, growing business. You’re a proactive self-starter with strong analytical skills, a commercial mindset, and a passion for creating thoughtful, personalised customer experiences.
Duties and responsibilities:
* Lead the CRM strategy and own the channel roadmap, identifying short- and long-term opportunities to drive growth, retention, and customer engagement.
* Deliver against monthly revenue and retention targets by driving performance across CRM KPIs.
* Oversee execution of BAU, campaign, and automated lifecycle communications across Email and SMS (Klaviyo and Yotpo), ensuring alignment with the global marketing calendar.
* Lead segmentation strategy and personalisation efforts, using customer data to deliver relevant, impactful messaging that supports brand loyalty and conversion.
* Project manage and lead the evolution of our loyalty program (Loyalty Lion), ensuring cross-functional alignment and delivering an exceptional experience to our most engaged customers.
* Oversee customer lifecycle campaigns in collaboration with our CRM agency partner — including acquisition, onboarding, retention, win-back, and upsell journeys.
* Analyse campaign performance, customer behaviour, and sales data, using insights to optimise content, targeting, and channel performance.
* Own the relationship with key CRM tech platforms, ensuring strategic alignment and maximising platform capabilities.
* Support omnichannel cohesion by working closely with Paid Media, Customer Experience, and Content teams to align messaging and targeting across digital touchpoints.
* Collaborate with our Website Merchandising Manager on CRM focussed projects including subscriptions, post-purchase journeys, and review generation (e.g. Website reviews, Trustpilot).
* Act as the CRM lead for internal and external stakeholders, representing customer insight in cross-functional meetings and business decisions.
* Ensure strong communication with an external Customer Service partner; helping to streamline the communications between them and key stakeholders within the business to ensure that we are providing best in class customer service.
* Champion CRM innovation, staying up-to-date on industry trends, tools, and technologies to keep our CRM strategy ahead of the curve.
Requirements:
* Considerable experience in a similar role, preferably for a DTC brand.
* Strong analytical skills with extensive experience in Google Analytics, MS Excel, Klaviyo, and Yotpo reporting, including CRM-specific KPI analysis.
* Expertise in Shopify, Klaviyo, and Yotpo is essential, while experience with Loyalty Lion or similar loyalty platforms is a plus.
* Highly proficient in campaign setup, email communications, customer journey mapping, and dynamic functionality.
* Strong attention to detail.
* Proven project management abilities.
* Excellent problem-solving skills.
* Enthusiastic self-starter with a hunger to learn.
* Strong planning and organisational skills.
Everything we do at 111SKIN is to help people. From giving clients the confidence to go makeup-free, to giving back to the community and preserving the environment. It’s part of 111SKIN’s DNA. It’s who we are.
* Flexible working arrangement
* 4pm Friday finish and summer hours during July & August with a 2pm Friday finish
* 3 extra days of paid holiday during the festive period
* 3 free 111SKIN products per month
* 85% employee discount on additional 111SKIN products
* 1 complimentary 111CRYO/Heat session per week
* 1 complimentary facial at Harley Street Suite per quarter
* 50% discount on non-surgical treatments at 111 Harley Street
* Expenses towards eye tests
* 2 weeks of compassionate leave
* IVF support
At 111SKIN, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a diverse team and creating an inclusive environment where everyone can thrive. We encourage applications from individuals of all backgrounds, experiences, and perspectives.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Marketing
Industries
Personal Care Product Manufacturing
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