CRM Manager - FTC

About [Employer hidden]

We are redefining recruitment across the Personal Care, Beauty, Aesthetics & Wellness space. We partner with ambitious businesses to source high-impact talent and make hiring feel seamless, and we guarantee our results every time. From entry-level to executive search, we bring market insight, global network depth, and a Refyned, high-touch approach. Whether you're building your founding team or hiring at scale — we're your people.

Our Client

I am pleased to be partnering with a leading and well-established business within the medical aesthetics space. Operating across the UK & Ireland, the company partners with globally recognised brands to deliver innovative products, technology, and education to a large network of professional clinics.

With a strong market presence and continued investment in digital transformation, the business offers a dynamic environment focused on growth, customer experience, and operational excellence.

Overview

This is a pivotal CRM Manager role (maternity cover) within the marketing team, responsible for delivering and optimising an established CRM strategy. You will ensure continuity and best-in-class execution across all CRM channels, driving customer engagement, retention, and conversion across both B2B and DTC audiences.

The role blends strategic execution with hands-on delivery, overseeing email, SMS, loyalty, and segmentation activity while managing systems, data, and performance. You will also lead one direct report and collaborate cross-functionally to ensure CRM is fully aligned with wider business objectives.

Key Responsibilities

• Execute and optimise the existing CRM strategy across B2B and DTC channels.
• Manage and maintain the CRM system, ensuring data accuracy, resolving issues, and supporting system enhancements or migrations.
• Develop and refine customer segmentation strategies using behavioural and transactional data.
• Plan, deliver, and optimise multi-channel CRM campaigns, including email, SMS, loyalty, and automated journeys.
• Maintain and evolve existing templates, workflows, and best practices across channels.
• Support B2B communications, including transactional messaging, events, and business updates.
• Execute lead generation and prospect nurturing initiatives.
• Manage third-party partners across loyalty, referrals, SMS, and reviews platforms.
• Analyse campaign performance and produce actionable insights to drive continuous improvement.
• Build and optimise automated customer journeys to improve lifecycle engagement and outcomes.
• Collaborate with marketing, commercial, and training teams to ensure CRM aligns with broader strategies.
• Manage and develop a CRM Executive, supporting their progression and independence across key tasks.
• Ensure GDPR compliance and best practices across all CRM activity.
• Act as the customer advocate, sharing insights to inform customer-first decision making across the business.

You Are

• Experienced in a CRM or digital marketing role, with at least 3 years’ relevant experience.
• Confident managing CRM platforms, including supporting migrations, data processes, and system improvements.
• Data-driven, with strong analytical skills and the ability to translate insights into action.
• Knowledgeable in customer behaviour, lifecycle marketing, and journey mapping.
• Organised and detail-oriented, with the ability to manage multiple projects and deadlines.
• A strong communicator, comfortable working across cross-functional teams.
• Solutions-focused, with a proactive approach to problem solving and optimisation.
• Ideally experienced with platforms such as Emarsys or Salesforce Marketing Cloud.
• Familiar with loyalty, referral, or review platforms (desirable).
• Knowledgeable in GDPR and data privacy best practices.
• Experienced or interested in managing and developing team members.

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