CRM Manager – Hairburst

Rewarding Salary + 15% bonus + benefits

Hybrid – ideally 2 days per week in Manchester

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We’ve teamed up with the fast-growing haircare brand Hairburst, who are now in the market to secure a CRM Manager to join the team.

Company Overview

At Hairburst, we believe in the importance of helping everybody achieve their healthiest, strongest and longest hair possible with our specially formulated haircare vitamins and cosmetics.

• Each Hairburst product is uniquely formulated using safe, natural and proven ingredients for healthy hair maintenance, with benefits that can be seen in as little as 90 days.
• We are now an established 10-year-old brand, selling through our Shopify store and in 30,000 retailers globally. We are going through rapid growth and taking things to the next level internationally!

Check out what we’re doing here: https://www.hairburst.com/

Overview

Hairburst is looking for a commercially minded and retention-focused CRM Manager to take ownership of CRM, lifecycle marketing and customer engagement across multiple international markets.

• This role sits within the wider CX & Retention function and will play a key part in shaping how Hairburst communicates with, retains and grows its customer base globally.
• The business is looking for someone who understands how to combine effective lifecycle journeys with fast-paced eCommerce trading activity.
• You’ll use customer behaviour, segmentation and performance data to increase repeat purchases, improve engagement and drive long-term customer value across both subscription and non-subscription customers.

Alongside developing automated lifecycle journeys, you’ll oversee promotional campaigns, product launches and regular trade communications across email, WhatsApp and SMS, ensuring CRM activity is commercially effective, relevant and aligned across markets.

This role requires someone strategic enough to shape direction, while remaining close enough to execution to review campaigns, troubleshoot issues and continuously improve performance.

Main Responsibilities

• Build and own onboarding and lifecycle journeys that create a seamless and personalised customer experience from day one.
• Develop and optimise replenishment, refill reminder, post-purchase and re-engagement journeys that encourage repeat purchasing.
• Design and optimise retention programmes focused on repeat purchase behaviour, purchase frequency, subscriber engagement, AOV growth and long-term customer value.
• Own Hairburst’s CRM strategy across lifecycle, retention and eCommerce trading activity.
• Plan and oversee the CRM trading calendar across multiple territories, including promotional campaigns, product launches and locally relevant activity.
• Drive retention and customer value across both subscription and non-subscription customer segments.
• Own the automation strategy across email, WhatsApp and SMS, building customer journeys that feel relevant, timely and human.
• Develop smart segmentation and behavioural-trigger strategies to create personalised customer experiences at scale.
• Coordinate the CRM calendar across multiple territories, ensuring alignment across markets while allowing flexibility for local trading requirements.
• Manage and develop two remotely based team members responsible for supporting CRM execution.
• Provide clear briefs, oversee delivery and ensure campaigns and automated journeys are accurate, on-brand and commercially effective.
• Manage CRM strategically while remaining close enough to execution to QA, troubleshoot and continuously optimise performance.
• Work cross-functionally with CX, Growth and local market teams to ensure CRM is fully integrated into the wider customer and commercial strategy.
• Champion CRM internally as a strategic growth lever rather than simply a communications function.
• Define, track and report on key CRM and retention metrics, including CRM revenue, repeat order rate, purchase frequency, AOV, churn, engagement and LTV.
• Build and manage a test-and-learn framework across promotional campaigns, lifecycle communications and automated journeys.
• Translate customer, campaign and performance data into actionable commercial improvements.