Head of CRM 12 Month FTC Maternity Cover

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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.

About the role

We are looking for a dynamic and experienced CRM lead to continue accelerating the opportunity we have across email, SMS and in-app messaging channels as a 12month Maternity Cover. Reporting to the eCommerce, CRM & Loyalty Director with 3 direct reports. The ideal candidate will have a proven track record in executing CRM strategies that drive customer engagement, retention, and growth underpinned with conversion with a keen eye on data insights and experience working with an advanced platform (Braze). We are looking for someone who can quickly get up to speed, effectively manage the CRM strategy and support the team during the maternity cover period.

As our Head of CRM you will

• Lead CRM Team = Guide and support a team of 5 through a period of change, ensuring their development and success in both projects and BAU activities.
• Strategic Support = Deliver key strategic pillars across BAU content, automated journeys, and app marketing, focusing on engagement, personalisation, and multi-touch journeys. Collaborate with the E-commerce, CRM & Loyalty Director to set the 2026 strategy.
• Campaign Management Oversee the team's plans, execution, and optimisation of CRM campaigns across email, SMS, and app marketing channels. Optimise complex customer journeys and facilitate automated channel orchestration.
• Customer Lifecycle = Work with the Senior Loyalty Manager to optimise existing customer lifecycle journeys and the current loyalty programme via CRM.
• Test & Learn Approach = Champion a test & learn culture, working with Customer Insights on robust testing frameworks. Support the CRM coordinator in driving the Growth App forum in partnership with the Head of App Proposition.
• Subscriber Growth = Grow the subscriber base across email and push channels, ensuring valuable acquisition and a highly engaged base.
• Data collection = Collaborate with data and technology teams to identify and enhance data collection for increased personalised customer journeys.
• Compliance = Ensure all CRM activities comply with data protection and privacy regulations.
• Reporting & KPIs = Lead weekly and monthly reporting, monitoring against forecasted revenue, engagement, and database KPIs.
• Vendor Management = Manage relationships with third-party vendors, including ESP and data integrations.
• Budget Management = Manage spend vs. budgets to deliver positive ROIs and align with consumption limits.

Key Selection Criteria

• Minimum 6+ years within CRM with experience leading the CRM function and managing a multi-skilled team
• Advanced user in CRM platforms both to handle data and build programmes (Braze a plus)
• Strong experience in ecommerce, ideally in a B2C environment with high commercial acumen
• Growth hacker mentality - always looking for opportunities to hit targets using optimisation and testing techniques
• Knowledge of data privacy regulations (e.g., GDPR, CCPA)

• Highly data driven and analytical with a strong level of data literacy (Looker a plus)
• Highly knowledgeable about scaling customer databases and how to use them to your advantage
• Excellent understanding of segmentation strategies
• Technically strong with excellent knowledge of automation
• Experience collaborating and communicating effectively across digital, creative, marketing, legal and technology teams
• Comfortable working in a fast-paced, continually adapting environment with multiple moving projects and targets
• Ability to prioritise tasks, forward think and manage own time is imperative
• A clear balance of creativity, data literacy and commerciality with an appetite for testing
• Highly organised, with attention to detail and strong project management skills
• Genuine, patient, malleable, enthusiastic and positive attitude to provide stability for this fast paced, strong team

Who you will work with = E-Commerce Trade, CRM & Loyalty Director, CRM, Digital team here at Charlotte Tilbury

Why join us?

• Be a part of this values driven, high growth, magical journey with an ultimate vision to empower everyone, everywhere to be the best version of themselves
• We're a hybrid model with flexibility, allowing you to work how best suits you
• 25 days holiday (plus bank holidays) with an additional day to celebrate your birthday
• Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey
• Financial security and planning with our pension and life assurance for all
• Wellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleagues
• Bring your furry friend to work with you on our allocated dog friendly days and spaces
• And not to forget our generous product discount and gifting!

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.