47 Skin Greater London, England, United Kingdom
Senior CRM Manager
47 Skin Greater London, England, United Kingdom
Senior CRM Manager. Hybrid. London. Salary ££
About Us: 47 Skin is the UK’s first skincare brand championing skin positivity. Born from our founder Nic’s personal journey overcoming acne, we are dedicated to creating products that work and empowering people to feel confident in their skin. With a loyal customer base, strong brand positioning, and a focus on authenticity, we are now doubling down on driving customer lifetime value (LTV) through CRM, subscription, and loyalty initiatives. This is where you come in.
We are an LTV-first, subscription-driven business with significant year-on-year growth, and this newly created role is pivotal to taking us to the next level.
About the Role:
We are looking for an experienced Senior CRM Manager to join our dynamic team and lead the charge in transforming our CRM function into a best-in-class retention engine. With a focus on subscription growth, loyalty optimization, segmentation, and SMS, you’ll oversee the ideation, planning, and execution of CRM strategies across email, SMS, Loyalty Lion, Octane AI, and beyond.
Working closely with key stakeholders—Brand, Content, Social Media, and Commercial teams—you will own our customer retention strategy, ensuring every touchpoint resonates with our values of authenticity, skin positivity, and delivering products that work. Given our focus on the UK and US markets, we’re looking for someone with the ability to navigate the nuances of these audiences and tailor CRM strategies accordingly.
This is a high-impact role, perfect for someone who lives and breathes CRM, data, and subscription and is ready to make their mark in a fast-growing brand.
What You’ll Do:
Own CRM Strategy & Execution:
* Manage and evolve the CRM program, integrating Klaviyo-powered campaigns and flows that drive LTV, retention, and engagement.
* Lead segmentation, A/B testing, and re-engagement strategies to optimise our sizable database.
* Develop and execute impactful SMS campaigns, ensuring alignment with email and broader CRM strategies.
Subscription Growth:
* Take full ownership of our subscription strategy to become best-in-class in the industry. Design and execute initiatives that drive subscriber acquisition, retention, and satisfaction.
Loyalty Program Optimisation:
* Lead the strategy and execution of our Loyalty Lion program, ensuring it’s optimized to deepen customer relationships and encourage repeat purchases.
Data-Driven Decision Making:
* Harness customer data from Klaviyo, Octane AI, Loyalty Lion, and on-site systems to inform decision-making. Develop and maintain reporting dashboards to track CRM performance and identify opportunities.
* Regularly audit our CRM systems to ensure best practices, list health, deliverability, and sender reputation.
Compliance & Staying Ahead:
* Stay up to date with industry trends, privacy laws (e.g., GDPR, CAN-SPAM), and best practices to keep our CRM strategy compliant and ahead of the curve.
* Ensure the CRM function is healthy and protected by proactively monitoring for regulatory updates and implementing necessary changes promptly.
Cross-Functional Collaboration:
* Partner with the Head of Brand on content strategy, Social Media Manager on campaign alignment, and Commercial Director on trade plans to ensure CRM initiatives align with broader business goals.
* Drive continuous innovation through testing—whether optimising flows, launching new campaigns, or experimenting with personalisation tools.
Leadership:
* Hire, develop, and lead a small CRM team, ensuring they have clear goals and the support needed to thrive. Lead from the front, rolling up your sleeves to execute when needed.
Who You Are:
* Experienced: 5-8 years of experience in CRM, ideally with a subscription-driven or high LTV business (e.g., meal prep, beauty, or similar industries).
* Klaviyo Expert: Proven track record of driving results with Klaviyo, including advanced segmentation, A/B testing, flow optimisation, and SMS campaigns.
* Subscription-Focused: Deep understanding of subscription models and a passion for building best-in-class subscriber experiences.
* Loyalty Guru: Experienced in owning and optimizing loyalty programs, driving customer retention through meaningful initiatives.
* Data-Driven: Obsessed with data and able to turn insights into actionable strategies. You’re comfortable working with large databases and extracting value.
* Compliance-Conscious: Deep knowledge of privacy laws and CRM compliance (e.g., GDPR, CAN-SPAM). Proactive about auditing CRM systems to ensure best practices, deliverability, list health, and sender reputation.
* Collaborative: Strong communicator who thrives in cross-functional environments, aligning with stakeholders across Brand, Content, and Commercial teams.
* Innovative: You’re constantly looking for ways to improve, bringing fresh ideas and approaches to CRM and retention.
* Hands-On Leader: You lead by example and don’t hesitate to roll up your sleeves when needed.
Why Join Us?
* Be part of a purpose-driven brand focused on authenticity and making a real difference for our customers.
* Drive meaningful impact in a role that’s critical to the company’s growth.
* Work in a supportive, collaborative environment that values innovation and autonomy.
* Competitive salary with growth opportunities as we scale.
Next Steps:
If you’re ready to take ownership of a pivotal role and help shape the future of 47 Skin, we’d love to hear from you. Let’s create something incredible together.
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