Job roles are available in either the UK or Guernsey, subject to employment permit status. Job Summary: The CRM Programme Manager is responsible to oversee and drive the performance of our loyalty programs, Refer-A-Friend (RAF) initiatives, and subscriptions and drive the sales and profit inline with the business targets. This role is pivotal in shaping an exceptional customer journey and optimizing customer engagement for our online beauty retail platform. Key Responsibilities: Loyalty Programs: Strategic direction, implement, and optimize loyalty programs to maximize customer retention and lifetime value. Monitor performance and continuously refine program mechanics based on data insights. Refer-A-Friend (RAF): Lead the development and execution of RAF campaigns to drive customer acquisition. Collaborate with design and marketing teams to create compelling referral experiences. Subscriptions: Enhance subscription offerings, ensuring seamless user experience and value proposition. Manage subscription-related promotions and analyze performance metrics. Customer Journey Optimization: Map and analyze customer touchpoints, identifying opportunities to improve the customer experience across the lifecycle. Collaborate with UX, marketing, and technology teams to implement journey enhancements. Develop personalized campaigns leveraging CRM tools to engage customers effectively. Essential Criteria: 5 years’ experience in CRM, loyalty programs, or a similar role in e-commerce or retail. Strong expertise in CRM platforms (e.g., Salesforce, HubSpot, Klaviyo, etc.). Analytical mindset with a data-driven approach to decision-making. Excellent project management skills with the ability to juggle multiple priorities. Strong communication, self-leadership, and collaboration skills. Can take initiative and be decisive in their decision making. Self motivated and looking to be a trail blazer. Creative problem-solving abilities with a customer-first attitude. Desirable Criteria: Bachelor’s degree in Business, Marketing, or a related field. Proven track record of delivering measurable results in customer retention and acquisition. Familiarity with beauty or lifestyle retail is a strong advantage. Values: Fun, Empowerment, Adaptability, Teamwork and Maximo’s Employee Leadership Behaviours. Fun: A fun workplace makes for a relaxed and supportive working environment. It's important not to take ourselves too seriously and maintain perspective (balance). Empowerment: Enabling employees to take ownership of their work and contribute to meaningful decision making. At its core it’s about trusting employees to do the right thing for the business based on data driven results. Adaptability: The willingness to change your behaviour or how we do things as needed to adjust to, and remain flexible in, a changing environment. It's about having a growth mindset, continually challenge yourself, processes and assumptions. Teamwork: Collaborative effort of two or more people for a common purpose. It's about setting aside personal agendas for the good of the team, practising open communication, trust and constructive criticism, whilst being kind and respectful to one another. Please note that this job description is not exhaustive and does not form part of your contract of employment. It is therefore subject to reasonable change from time to time.