Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
Tailor your resume to this Head of CRM role.
Rezi rewrites your resume against Charlotte Tilbury's job description. Free.
Tailor your resume to this Head of CRM role.
Rezi rewrites your resume against Charlotte Tilbury's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Head of CRM posting at Charlotte Tilbury — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Head of CRM posting at Charlotte Tilbury — free, in seconds.
About the Role
Lead global CRM strategy across email, SMS, push, and in-app messaging to create personalized customer experiences that drive retention, engagement, and long-term value. This high-impact leadership role requires blending technical expertise, commercial instinct, and people leadership to translate customer insights into measurable results. You will shape the future of CRM by leveraging personalization, automation, and AI to create more magical and relevant customer moments across the lifecycle.
Responsibilities
- Own and execute the global CRM strategy to drive engagement, retention, purchase frequency, and lifetime value.
- Utilize customer data and behavioral insights to identify growth opportunities, improve segmentation, and develop relevant customer journeys.
- Develop engaging CRM strategies that strengthen customer relationships and drive performance by combining customer insight, commercial thinking, and creativity.
- Lead global database growth and first-party data acquisition to build deeper customer relationships.
- Set performance targets and use analysis, testing, and incrementality to improve commercial impact.
- Maximize the potential of Braze for automation, segmentation, and cross-channel communications.
- Support personalization initiatives with Data, Technology, and Digital teams to deliver tailored experiences.
- Harness AI and predictive capabilities to enhance targeting, relevance, and decision-making.
- Shape the CRM technology roadmap to improve customer experience, performance, and team efficiency.
- Lead and develop the global CRM team, setting clear direction, building capability, and fostering a high-performing culture.
- Build strong cross-functional relationships with Digital, Marketing, Data, Technology, and Creative teams.
- Use data and commercial insight to influence decisions and gain support for initiatives.
- Manage budgets, technology partners, and suppliers, ensuring value and data privacy compliance.
Requirements
- 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 personalization.
- Strong analytical skills with the ability to translate customer data into commercial action.
- 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 personalization.
- Experience leading complex technical projects with Data, Engineering, and Product teams.
- Proven people leadership, strategic prioritization, and delivery skills.
- Strong commercial understanding of experimentation, incrementality, and ROI.
- Knowledge of data privacy regulations, including GDPR and CCPA.
- Analytical and endlessly curious with a passion for understanding customer behavior.
- Warm, personable, and approachable with the ability to build relationships across teams and levels.
- Collaborative and engaging, bringing positive energy and a desire to make the team shine.
- Commercially minded and constructively challenging, with the courage to champion ideas.
- Proactive, resourceful, and able to take ownership and move ideas forward.
- Organized and pragmatic, balancing strategic projects with business pace.
Skills
- CRM Strategy
- Email Marketing
- SMS Marketing
- Push Notifications
- In-App Messaging
- Customer Retention
- Customer Engagement
- Customer Lifetime Value
- Customer Data Analysis
- Segmentation
- Customer Journeys
- Database Growth
- First-Party Data Acquisition
- Performance Targeting
- Testing and Incrementality
- Braze Platform Expertise
- Automation
- Cross-Channel Communications
- Personalization
- AI and Predictive Analytics
- CRM Technology Roadmap
- Team Leadership
- Cross-functional Collaboration
- Budget Management
- Data Privacy Compliance
- SQL
- Looker
- Lifecycle Management
- Experimentation
- ROI Analysis
- GDPR
- CCPA
Location
- Global
Work Type
- Hybrid
Experience Level
- Senior
- Leadership
Benefits
- 25 days holiday (plus bank holidays)
- Additional day off for birthday
- Inclusive parental leave policy
- Pension
- Life assurance
- Medicash
- Employee Assist Programs
- Dog friendly days and spaces
- Generous product discount and gifting
About the Company
- Founded in 2013 by Charlotte Tilbury CBE, Charlotte Tilbury Beauty aims to empower everyone to feel like the most confident version of themselves.
- The company has transformed the global beauty industry with easy-to-use, easy-to-choose, easy-to-gift icons.
- It is a global beauty phenomenon scaling in over 50 markets with over 3,000 employees.
- The company operates globally across London, Europe, the Americas, the Middle East, and APAC.
- Charlotte Tilbury Beauty is described as bold, disruptive, and powered by creativity, innovation, and industry-leading tech.
- The company is breaking records across countries, channels, and categories.
Equal Opportunity
- At Charlotte Tilbury Beauty, our mission is to empower everyone, everywhere, to feel like the most beautiful and confident version of themselves.
- We bring this to life by welcoming people from diverse backgrounds, cultures, identities, and perspectives into our global team.
- A workforce that reflects the world around us helps us better serve our communities, our customers, our colleagues, and every candidate who takes part in our recruitment process.