CRM Automation Manager

at  Charlotte Tilbury

ABOUT CHARLOTTE TILBURY BEAUTY

Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.
Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets (and growing), with over 2,300 employees globally who are part of the Dream Team making the magic happen.
Today, Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches fuelled by industry-leading tech — all with an internal culture of embracing challenges, disruptive thinking, winning together, and sharing the magic. The energy behind the brand is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.

AS THE CRM AUTOMATION MANAGER YOU WILL BE

Are you a technically driven, enthusiastic problem solver with a passion for CRM? Charlotte Tilbury is seeking a seasoned CRM Automation Manager to join our dynamic CRM team. As a senior member of the team, you will leverage your 5+ years of CRM experience and expertise in the CRM platform Braze to drive our customer lifecycle strategies. Your analytical mindset will be crucial in drawing actionable insights from data to enhance our customer engagement and retention efforts. If you thrive in an innovative, test and learn environment and are ready to make a significant impact, we want to hear from you!

• +5 years’ experience in Digital and CRM
• Hands-on experience of building automated, cross-channel customer journeys in Braze (required) making use of Movable Ink (desirable) to personalise content
• Knowledge of mapping customer lifecycle journeys across multiple touchpoints and channels using data to determine key metrics to target
• Experience working with customer data and a sound understanding of data protection best practices
• Experience collaborating with a Data Science team to introduce new data models to optimise campaigns
• Previous experience working with a Digital Analytics platform such as Looker and the ability to build reports within the tool
• Strong analytical skills with an always-on test and learn mind-set and a sound understanding of best-practice testing frameworks

• A keen problem-solver with the ability to troubleshoot and investigate data anomalies • Confident in presenting to senior management

• Able to work effectively in a team whilst managing wider business stakeholders and leading conversations with third parties
• Highly organised and able to prioritise workload and projects effectively based on value-offered as well as experience delegating to junior team members
• HTML proficiency desirable

EXPERIENCE

• This role would be responsible for managing and analysing our multi-touch customer journeys across both lifecycle and triggered campaigns reporting into the Head of CRM.
• The candidate would lead an always-on testing and optimisation strategy for these customer journeys with both weekly and longer-view analysis to understand where best to optimise. A super-user of our reporting tools Looker and within the CRM platform itself.
• Working with the CRM co-ordinators on the team to brief creative to copy and design based on insights and learnings - A focus on cross-channel orchestration of these journeys including Email, Push notifications, In-app messaging, App Inbox and Web channel
• Working closely with the Senior Loyalty Manager and Retention tech squads to build out loyalty CRM campaigns
• Collaborating with the Customer Insights and Data Science teams on new audiences to target and algorithms to serve our customers
• Supporting the Head of CRM with the data-led strategy, leading on increasing our first-party data collection and list growth Braze champion within the team, driving best-practice usage of the platform and the tools available to us including Liquid, Connected Content, Personalised variant testing and out-the-box data science algorithms

Are you a technically driven, enthusiastic problem solver with a passion for CRM? Charlotte Tilbury is seeking a seasoned CRM Automation Manager to join our dynamic CRM team. As a senior member of the team, you will leverage your 5+ years of CRM experience and expertise in the CRM platform Braze to drive our customer lifecycle strategies. Your analytical mindset will be crucial in drawing actionable insights from data to enhance our customer engagement and retention efforts. If you thrive in an innovative, test and learn environment and are ready to make a significant impact, we want to hear from you!