Head of CRM

We are looking for an exceptional Head of CRM to lead our global strategy across email, SMS, push and in-app messaging, creating customer experiences that feel personal, inspiring and unmistakably Charlotte Tilbury, while driving retention, engagement and long-term value.

CRM Strategy & Commercial Performance

• Own and bring to life the global CRM strategy, driving engagement, retention, purchase frequency and lifetime value
• Use customer data and behavioural insights to identify growth opportunities, improve segmentation and develop more relevant customer journeys
• Combine customer insight, commercial thinking and creativity to develop engaging CRM strategies that strengthen customer relationships and drive performance
• Lead high quality global database growth and first party data acquisition, building deeper and more valuable customer relationships
• Set performance targets and use analysis, testing and incrementality to improve commercial impact

Technology, Personalisation & Innovation

• Unlock the full potential of Braze across automation, segmentation and seamless cross-channel communications
• Support a major personalisation initiative with Data, Technology and Digital teams, delivering experiences that feel tailored at every touchpoint
• Harness AI and predictive capabilities to make targeting, relevance and decisioning smarter and more impactful
• Shape the CRM technology roadmap to improve customer experience, performance and team efficiency

Leadership & Collaboration

• Lead and develop the global CRM team through two direct reports, setting clear direction, building capability and creating a positive high-performing team culture
• Build strong relationships across Digital, Marketing, Data, Technology and Creative, ensuring CRM is connected to our biggest business ambitions
• Use data and commercial insight to influence decisions and secure support for initiatives
• Manage budgets, technology partners and suppliers, ensuring value and data privacy compliance

Knowledge & Experience

• Senior CRM leadership experience in a B2C eCommerce or consumer business, ideally across international markets
• Advanced CRM platform expertise, ideally Braze, covering automation, integrations, segmentation and personalisation
• Strong analytical skills, translating customer data into commercial action; SQL, Looker or similar experience is desirable
• Deep understanding of lifecycle management, retention, segmentation and lifetime value
• Practical knowledge of AI and predictive analytics, ideally including advanced personalisation
• Experience leading complex technical projects with Data, Engineering and Product teams
• Proven people leadership, strategic prioritisation and delivery
• Strong commercial understanding of experimentation, incrementality and ROI
• Knowledge of data privacy regulations, including GDPR and CCPA