CRM Programme Manager

We are looking for a highly organised, commercially minded Programme Manager to be the backbone of our newsletter strategy. You know how to balance brand and the commercial outcomes needed.

You will own the contact plan end to end, orchestrating around 30 campaigns a week across two markets, making sure the right message reaches the right member, through the right channel, at the right moment.

This is a rare role, membership is the heart of our business and you will straddle many teams day to day, you will work directly with our Founder and senior stakeholders across Performance Marketing, e-Commerce, Studio and Content. It is a high visibility position.

This is a role for someone who loves making things happen. You will need exceptional attention to detail, strong project management skills and the ability to manage multiple stakeholders and competing priorities. You will also need to be comfortable working in an environment where things are not always perfectly structured and where priorities can change quickly.

Responsibilities

Own the contact plan

• Build, manage and continuously optimise the contact plan across two markets, delivering circa 30 campaigns a week without compromising on quality or customer experience on web and app.
• Balance competing commercial, promotional and editorial priorities into a coherent well sequenced calendar that protects the customer from fatigue and over messaging.
• Keep a close eye on the market and competitor activity, bringing new ideas, best practice and emerging trends into the team to keep our customer activation fresh and competitive.
• Bringing structure to a fast changing environment resolves issues quickly when plans change.

Design and orchestrate campaigns, start to finish

• Own the end-to-end design and orchestration of email, push and SMS campaigns from briefing through to build, Q/A and deployment
• Bring together performance insights and learnings to inform weekly campaign planning. Identify what is working and what is not, and ensure these learnings are fed back into Studio, Content and other wider stakeholders.
• Know the ins and outs of every stage of the process, and be the person others turn to when something needs to move fast or go right.
• Apply meticulous attention to detail at every step from targeting, personalisation, deep links, timing to legal and brand compliance.
• Help the team move from simply delivering campaigns to continuously improving how we activate customers.

Lead the weekly planning rhythm

• Own and lead the Figma board Monday morning syncs, setting up the week with a clear, well-briefed view of what’s live and what’s next. Working closely with Studio and Content to ensure the board is ready for review every Friday.
• Bring the insights and results that matter into weekly planning sessions, translating performance data into clear ‘what’s working, what isn’t’ takeaways.
• Lead weekly newsletter meetings bringing the Studio and Content teams together to manage expectations on what’s coming for this week and next and identifying any gaps and risks.

Analyse performance and act on it

• Own campaign reporting and analysis, tracking performance against KPIs and translating results into recommendations, not just numbers.
• Test, learn and iterate constantly, always looking for ways to optimize.
• Think beyond the inbox, ensuring the journey from email to onsite and app makes it easier for her to discover, shop and engage with Beauty Pie.
• Spot opportunities to improve campaign journeys, landing experiences and the connection between channels.
• Use AI assisted tools as part of your everyday workflow for brief writing, reporting and analysis to work faster
• Help establish better ways of working that allow the team to spend less time on manual tasks and more time on improving customer activation.

Be the MarTech subject matter expert

• Become a super user and go to subject matter expert on our MarTech platform particularly around campaign builds, audience selection, QA and orchestration.
• Identify opportunities to improve how we use our technology and make campaign execution faster and more efficient.
• Proactively troubleshoot issues and work with relevant teams or vendors when something is not working as expected.
• Stay close to new MarTech and AI capabilities and look for practical ways to use them in your day to day work.

Collaborate across the business

• Partner closely with Performance Marketing and e-Commerce to ensure our newsletter campaigns are fully joined up with paid, onsite and app experiences.
• Manage multiple stakeholders and priorities building trusted relationships across Marketing, Studio, Content, Performance, NPD, Customer Service and e-Commerce.

Requirements

• Proven experience in CRM, lifecycle or retention marketing, ideally owning email, push and/or SMS campaigns end to end.
• Strong analytical skills, with the ability to translate campaign data into clear, actionable insight.
• A strong test, measure, learn mindset
• Excellent attention to detail you catch what others miss, and you care about getting the small things right.
• A natural collaborator who enjoys working closely with others and builds strong relationships across functions.
• Comfortable working in uncertainty, you bring structure and calm to ambiguity rather than waiting for it to resolve itself.
• Strong stakeholder management skills, with the ability to juggle multiple priorities and competing demands.
• Hands-on experience with a MarTech / ESP platform, with the ability to become (or already be) a subject matter expert on email build.
• Comfortable using AI tools in day-to-day work for briefing, reporting or analysis to drive efficiency.
• A genuine customer obsession, always thinking from the perspective of the person opening the email.
• A go getter mindset, proactive, action-oriented and unfazed by change; you make things happen rather than waiting to be told.

Benefits

• Hybrid working with 3 days in the office in central London
• Free membership to Beauty Pie+ and additional percentage off our products
• 25 days holiday & your birthday off
• Flexible bank holidays
• Equal leave for all new parents regardless of gender or personal circumstances

Health & Wellbeing

• Private Medical Insurance
• Menopause support
• £2,500 / $2,500 to spend on your fertility journey after 2 years of service
• 10 therapy sessions through AXA PPP
• Access to mental health support through Spill