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Job Title:  Global CRM Director - FTC

Date:  13-Jan-2022

London, LND, GB, SE1 2JP

Full Time/Part Time:  Full-Time
Contract Type:  Fixed Term Contract
Hours per week:  37.5

Your role

We have an opportunity for a CRM expert, operating at a senior level, to join our iconic TBS Brand as the Global CRM Director on an interim (fixed-term) basis, covering maternity for approx 6 months.

You will have an entrepreneurial mindset, strategic prowess and leadership capabilities to successfully continue the work of the current incumbent, along with the ability to be hands-on and to quickly embed yourself in the role/team.  

You will be working strategically alongside the Marketing leadership team to continuously improve commercial performance, whilst collaborating with internal teams/global markets to ensure consistent execution, performance and analysis of all CRM activities that exceed the standards of a best in class CRM function.

This is a hybrid role where the successful candidate will be expected to be in the London Bridge Office based (Tooley Street) 2 days per week min/3 days remote (currently 100% remote).

More about the role

  • Reporting to the group’s Global Marketing Director, the role involves the following responsibilities & accountabilities:
  • Execution of the global CRM Strategy to support the achievement of market revenue targets
  • Delivery of high value footfall and traffic to markets, proactively identifying opportunities and managing investment to conversion and efficiency targets
  • Supporting the Global Head of Customer Marketing, Loyalty and Market Leads to deliver growth through the optimisation of current programmes and the identification of new campaigns, channels and programmes
  • Leading the CRM roadmap with a detailed customer contact strategy to include trade, targeted offers, trigger and loyalty communications and a further articulation of channel usage
  • Working in partnership with the Digital Hub leads and the Omnichannel Director / Commercial Director to define a commercial and promotional plan that supports P&L delivery
  • Collaborating with Digital Hub leads to create a monthly performance review, providing a detailed view on CRM traffic and revenue delivery
  • Responsibility for the health and size of the global customer base and in accordance with local laws and regulations
  • Lead, coach, and develop the CRM Team of twenty-three experts and foster the culture of growth, autonomy and ownership, including the promotion of ‘Test and Learn’
  • Engage with global industry best practice, forums and conferences and provide feedback on CRM trends and opportunities
  • Champion the CRM channels and opportunities across the business. Represent CRM interests in cross functional projects, ensuring that CRM principles are incorporated

What we look for

  • Professional experience gained from working in a scaled, omnichannel and global environment in which you have developed a global CRM programme through an in-house team. 
  • Experience of managing multiple agencies, technology and platform providers and third parties to support the delivery of significant revenue targets.
  • Experience of using analytics packages such as Google Analytics and data mining tools to investigate and interpret channel performance. Evidence from a past role of successfully using customer data and insight to develop campaigns.
  • Experience in a hands-on CRM role and a track record of successful campaign delivery.
  • Demonstrable experience of delivering incremental revenue, profit and ROI from a global CRM programme. 
  • An industry expert with comprehensive working knowledge of how to manage and scale multiple CRM channels to deliver a holistic contact strategy.
  • Working knowledge of different CRM channels including email, SMS, direct mail and door drops.
  • Educated to degree level or with an equivalent level of experience. 
  • Fluency in a second language is desirable

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here. 

The Body Shop, along with Aesop and Natura, is part of Natura & Co, a global, multi-channel and multi-brand cosmetics group that is committed to generating positive economic, social and environmental impact. Group owner Natura is Brazil's number one cosmetics manufacturer. Sustainable development has been the company's guiding principle since it was founded in 1969. In fact, this is an incredibly exciting time for The Body Shop. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up.