The Growth Foundation

Customer Success Manager

• Translate CRM audit findings and recommendations into a clear, phased implementation roadmap
• Lead CRM implementation across the brand portfolio, including workflows, automation, segmentation and campaign activity
• Prioritise initiatives based on commercial impact, customer value and available resource
• Develop scalable CRM processes and ways of working across the business
• Own and develop the existing CRM platform, working with technical teams on future platform improvements or migration where required
• Build and optimise CRM workflows, automations and campaigns
• Develop consistent data structures and processes to enable better customer insight and cross-brand opportunities
• Work with Customer Service and Booking teams to improve CRM workflows and customer journeys
• Establish segmentation and data governance frameworks
• Develop cross-selling and upselling opportunities across the brand portfolio
• Use customer insight to support product recommendations and personalised communications
• Own CRM activity across email and SMS while exploring WhatsApp and chat opportunities
• Align CRM activity with Marketing and Commercial growth objectives
• Establish and monitor CRM KPIs
• Track engagement, conversion, retention, cross-sell and customer lifetime value metrics
• Analyse performance and provide reporting and recommendations to senior leadership

CRM Manager

Head of Department

• Own and accelerate the wholesale sales pipeline
• Identify and prioritise the right retail partners
• Activate existing senior buyer relationships
• Personally open doors and lead buyer conversations
• Negotiate commercial terms and convert opportunities into deals
• Help sharpen sales materials and the commercial proposition where needed
• Build a strong pipeline and momentum across wholesale
• Drive relationships and get major retail deals over the line

Head of Wholesale – Premium Beauty

• Translate CRM audit findings and recommendations into a clear, phased implementation roadmap
• Lead CRM implementation across the brand portfolio, including workflows, automation, segmentation and campaign activity
• Prioritise initiatives based on commercial impact, customer value and available resource
• Develop scalable CRM processes and ways of working across the business
• Own and develop the existing CRM platform, working with technical teams on future platform improvements or migration
• Build and optimise CRM workflows, automations and campaigns
• Develop consistent data structures and processes to enable better customer insight and cross-brand opportunities
• Work closely with Customer Service and Booking teams to improve CRM workflows and customer journeys
• Develop customer data understanding, segmentation and data governance frameworks
• Identify cross-selling and upselling opportunities across the brand portfolio
• Use customer insight to support product recommendations and personalised communications
• Own CRM activity across email and SMS while exploring WhatsApp and chat opportunities
• Develop channel best practice and align CRM activity with Marketing and Commercial teams
• Establish and monitor CRM KPIs, including engagement, conversion, retention, cross-sell and customer lifetime value
• Analyse performance, identify optimisation opportunities and provide reporting and recommendations to senior leadership