CRM Manager - Maternity Cover (9+ months)

About Us

UKLASH is an innovative and award-winning beauty brand that has transformed the lash, hair and brow space, becoming the UK’s biggest and one of the world’s fastest-growing lash product brands. As we continue our journey of rapid growth, we are looking for a CRM Manager to join our growing team and support our mission to deliver exceptional online shopping experiences for our customers for a minimum period of 9 months.

Job Overview

This is an exciting opportunity for an experienced CRM professional to take ownership of UKLASH's CRM strategy across Email, SMS, Loyalty and Direct Mail, with a strong focus on subscription mechanics and growing retention through smart churn optimisation strategies.

• You'll be responsible for planning and executing our CRM calendar, identifying opportunities for growth, and continually optimising performance through data, testing and customer insights.
• Working closely with Ecommerce, Growth, Design, Customer Care and Product teams, you'll act as the bridge between departments to ensure CRM supports wider business objectives while delivering an exceptional customer experience.
• This role is ideal for someone who enjoys balancing strategy with execution - you'll shape the CRM roadmap whilst remaining hands-on in building campaigns, creating journeys and analysing performance.

Key Responsibilities

• Own the CRM strategy across Email, SMS, Loyalty and Direct Mail, ensuring activity supports wider commercial objectives.
• Lead the planning and delivery of the CRM calendar, working cross-functionally with Ecommerce, Growth, Creative/Marketing and Customer Care.
• Develop customer segmentation and lifecycle strategies that drive retention, loyalty and customer lifetime value.
• Own the optimisation of automated customer journeys, including Welcome, Browse Abandonment, Cart Abandonment, Replenishment, Win-back and Loyalty programmes.
• Identify opportunities to improve CRM performance through customer insight, data analysis and continual test-and-learn activity.
• Define the CRM testing roadmap, using A/B testing and experimentation to improve engagement, conversion and revenue.
• Produce weekly and monthly CRM reporting, translating data into clear commercial recommendations for stakeholders.
• Act as the CRM lead across the business, ensuring alignment between departments and championing customer-first thinking.
• Collaborate with the Performance team to ensure CRM audiences and customer insights are effectively utilised across paid marketing channels.
• Support international expansion by adapting CRM strategies for new markets and customer segments.
• Partner closely with Klaviyo to maximise platform capabilities and adopt new features and best practices.
• Oversee CRM activity for Groa, developing its lifecycle strategy and supporting database growth.
• Provide guidance and support to the CRM Executive, helping prioritise workload, sharing best practice and offering hands-on support during key trading periods such as Black Friday and major product launches.