CRM Coordinator

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.

About The Role

We are looking for an exceptional individual who is ready to take the next step in their career in a fast-paced, high-growth environment to join us as CRM Coordinator and support with growing the CRM channel at Charlotte Tilbury. With a creative and analytical mindset, you will optimise automated journeys utilising all CRM channels to ensure a seamless customer journey across both lifecycle and triggered campaigns. We’re looking for someone to bring new ideas to enhance cross-channel orchestration, with a focus on opportunities to drive app growth and retention.

You pride yourself on being organised, attentive and proactive, always staying 10 steps ahead. You’ll have a commercial-focused and data-driven outlook with an interest in personalisation to deliver highly targeted CRM communications through tailored customer journeys.

As the CRM Coordinator you will

1. Support the CRM Assistant Manager on mapping new cross-channel automated journeys and evolving current programmes.
2. Be experienced with building new customer journeys in the ESP from segment entry requirements to decision nodes throughout the journey.
3. Be confident in email campaign building end-to-end processes from briefing copy and design requirements to building.
4. Be digitally minded with an understanding of mobile apps and in-app CRM channels including push, in-app messages and inbox (desirable).
5. Have experience working with customer data and a sound understanding of data protection best practices.
6. Have an interest in customer lifecycle retention and triggered journeys, championing a data-led approach to enhance the personalisation and relevancy.
7. Have experience in cross-channel orchestration including Email, Push Notifications and SMS.
8. Support the CRM Assistant Manager with executing initiatives for the app marketing strategy, with a key focus on retention and engagement.
9. Support the CRM Assistant Manager in developing the always-on test & learn strategy to further optimise content and scale personalisation.
10. Facilitate weekly and monthly reporting, acting to monitor and hit forecasted revenue.
11. Regularly review competitor activity and provide new, best-in-class ideas and innovations across email and app.

Key Selection Criteria

1. Previous experience in Digital and CRM, specifically using CRM platforms with relevant experience in beauty, retail/fashion, or similar industries.
2. (Desirable) Braze knowledge is a plus but must have previous experience with an ESP.
3. (Desirable) Mobile App experience.
4. (Desirable) Experience with loyalty programmes.
5. Highly organised and able to prioritise workload effectively in a fast-paced environment.
6. Pro-active and able to work off your own initiative.
7. Comfortable and confident in articulating and sharing new ideas.
8. Methodical, logical, organised and calm under pressure.
9. Works effectively, confidently, and pro-actively both in a team and individually.
10. Data-driven with strong analytical skills.
11. Good understanding of web analytics and customer databases.
12. Incredibly motivated, driven, and detail oriented.

At Charlotte Tilbury Beauty, our mission is to empower everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

If you want to learn more about life at Charlotte Tilbury Beauty please follow our LinkedIn page!

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