# Head of CRM

**Company**: Charlotte Tilbury
**Location**: London, England
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Marketing

**Apply**: https://jobs.workable.com/view/xfsx3RqbD1jQUHPc1nRuox/hybrid-head-of-crm-in-london-at-charlotte-tilbury?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/head-of-crm-11995cf4-59d/

## Description

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

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- Braze
- CRM strategy
- customer data analysis
- commercial thinking
- creativity
- team leadership
- SQL
- Looker
- AI
- predictive analytics
- data privacy regulations

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/xfsx3RqbD1jQUHPc1nRuox/hybrid-head-of-crm-in-london-at-charlotte-tilbury?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)