Head of CRM

Charlotte Tilbury Beauty

. Own and bring to life the global CRM strategy, driving engagement, retention, purchase frequency and lifetime value .

Posted 11/7/2026full-timeLondon • United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing global CRM strategies that enhance customer engagement and retention, leveraging advanced CRM platforms like Braze and utilizing data-driven insights for segmentation and personalization. Proven leadership in managing cross-functional teams and driving performance through analytical rigor and compliance with data privacy regulations.

Highest-signal resume keywords

Senior CRM Leadership ExperienceAdvanced CRM Platform ExpertiseStrong Analytical SkillsKnowledge of Data Privacy RegulationsProven People Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM Strategy DevelopmentSegmentationLifecycle ManagementData AnalysisSQLPredictive AnalyticsAutomationIntegrationsRetentionIncrementality

Soft Skills

CollaborativeCommercially MindedProactiveResourcefulOrganised

Tools & Technologies

BrazeLookerData Privacy ComplianceAI CapabilitiesCRM Technology Roadmap

Industry Keywords

B2C eCommerceConsumer BusinessInternational MarketsCustomer BehaviourData Privacy RegulationsGDPRCCPA

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own and bring to life the global CRM strategy, driving engagement, retention, purchase frequency and lifetime value
Use customer data and behavioural insights to identify growth opportunities, improve segmentation and develop relevant customer journeys
Develop CRM strategies that strengthen customer relationships and drive performance
Lead global database growth and first-party data acquisition
Set performance targets and use analysis, testing and incrementality to improve commercial impact
Unlock the potential of Braze across automation, segmentation and cross-channel communications
Support personalisation initiatives with Data, Technology and Digital teams
Harness AI and predictive capabilities to improve targeting, relevance and decisioning
Shape the CRM technology roadmap
Lead and develop the global CRM team through two direct reports
Build relationships across Digital, Marketing, Data, Technology and Creative
Use data and commercial insight to influence decisions and secure support
Manage budgets, technology partners and suppliers, ensuring value and data privacy compliance

Requirements

What you’ll need

Senior CRM leadership experience in a B2C eCommerce or consumer business, ideally across international markets
Advanced CRM platform expertise, ideally Braze, covering automation, integrations, segmentation and personalisation
Strong analytical skills; SQL, Looker or similar experience is desirable
Deep understanding of lifecycle management, retention, segmentation and lifetime value
Practical knowledge of AI and predictive analytics, ideally including advanced personalisation
Experience leading complex technical projects with Data, Engineering and Product teams
Proven people leadership, strategic prioritisation and delivery
Strong commercial understanding of experimentation, incrementality and ROI
Knowledge of data privacy regulations, including GDPR and CCPA
Analytical and curious, with a passion for understanding customer behaviour
Ability to build relationships across teams and levels
Collaborative, commercially minded, proactive, resourceful, organised and pragmatic

Benefits

Comp & perks

Hybrid model with flexibility, allowing you to work how best suits you
25 days holiday (plus bank holidays) with an additional day to celebrate your birthday
Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey
Pension and life assurance for all
Wellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleagues
Allocated dog friendly days and spaces
Generous product discount and gifting