CRM & Loyalty Senior Manager | PerriconeMD

About the role

THG is seeking a highly motivated and experienced CRM & Loyalty Senior Manager to join PerriconeMD. This role is central to developing and executing customer relationship management strategies that enhance customer retention, increase lifetime value, and foster brand loyalty. You will be responsible for leading the planning, implementation, and optimization of targeted marketing campaigns across multiple channels, primarily email and SMS. Working closely with cross-functional teams, including marketing, creative, and analytics, you will ensure that all initiatives align with the brand's goals and deliver measurable results. The ideal candidate will have a strong background in CRM, a passion for skincare and beauty, and a data-driven approach to marketing. This position offers an exciting opportunity to influence customer engagement strategies in a fast-growing, innovative company dedicated to science-based skincare solutions.

Key facts

What you'll do

• Lead the end-to-end planning, execution, and management of CRM campaigns across email and SMS channels, ensuring they meet commercial objectives and brand standards.
• Develop a detailed CRM calendar that aligns with product launches, promotional periods, and seasonal campaigns to maximize customer engagement and sales.
• Utilize advanced segmentation techniques to create personalized messaging that resonates with different customer groups, thereby increasing conversion rates and revenue.
• Drive revenue growth by implementing targeted campaigns based on customer behaviors, preferences, and purchase history.
• Build, test, and refine automated customer journeys, including welcome series, post-purchase follow-ups, re-engagement campaigns, and loyalty incentives, to improve customer lifetime value.
• Manage and optimize the loyalty program, focusing on member acquisition, engagement, and retention strategies to encourage repeat purchases and foster long-term loyalty.
• Monitor campaign performance metrics such as open rates, click-through rates, conversion rates, and ROI, using these insights to continuously improve campaign effectiveness.
• Ensure all CRM communications adhere to brand voice, legal compliance, and data privacy standards, including GDPR and other relevant regulations.
• Collaborate with creative teams to develop compelling content and visuals that support campaign objectives and enhance customer experience.
• Work closely with data analysts to interpret customer data and develop insights that inform segmentation, targeting, and personalization strategies.
• Present regular reports and insights to stakeholders, demonstrating the impact of CRM initiatives on overall business performance and recommending areas for improvement.
• Coordinate with cross-functional teams to integrate CRM and loyalty initiatives with broader marketing campaigns, product launches, and promotional activities.
• Stay informed about industry trends, emerging technologies, and best practices in CRM and loyalty marketing to keep the company at the forefront of innovation.

Requirements

• 4 to 6 years of experience in CRM, email marketing, or lifecycle marketing, ideally within the beauty, skincare, or direct-to-consumer sectors.
• Proven experience managing CRM platforms, preferably Listrak, with a strong understanding of email service provider functionalities and best practices.
• Demonstrated ability to develop and execute data-driven marketing strategies that increase customer engagement and revenue.
• Strong analytical skills, with the ability to interpret complex data sets and translate insights into actionable marketing tactics.
• Expertise in customer segmentation, automation, and designing personalized customer journeys.
• Excellent project management skills, capable of handling multiple campaigns simultaneously while meeting deadlines.
• Effective communication skills, with the ability to present insights clearly and collaborate with diverse teams.
• Attention to detail and a commitment to maintaining high standards in campaign execution and data integrity.
• Knowledge of data privacy regulations, including GDPR, and best practices for compliance.
• Experience working in a fast-paced environment with a focus on results and continuous improvement.

Nice to have

• Previous experience in the skincare or beauty industry, with an understanding of product positioning and customer preferences.
• Familiarity with loyalty program management and strategies to boost customer retention.
• Knowledge of additional CRM tools or marketing automation platforms beyond Listrak.
• Experience with A/B testing and campaign optimization techniques.
• Understanding of e-commerce platforms and integration with CRM systems.

Skills & tools

• CRM platforms, preferably Listrak
• Email marketing and automation tools
• Data analysis and reporting tools
• Customer segmentation and targeting techniques
• Campaign management and optimization processes
• Knowledge of GDPR and data privacy standards

Practical notes

THG is committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds and experiences. If you are selected for an interview and require accommodations, please inform us so we can support your needs. We aim to respond to all candidates within 14 days of application receipt. If you do not hear from us within this timeframe, please feel free to contact our Talent team for further assistance. Due to the volume of applications, we appreciate your patience and understanding throughout the recruitment process. This role is based on-site in San Francisco, and candidates must be able to work at the office location as required. We look forward to reviewing your application and exploring how you can contribute to the growth and success of PerriconeMD.