CRM Executive

Job Description

Job Title: CRM Executive
Reporting to: Head of Ecommerce

Founded in 2012 by world-renowned plastic and reconstructive surgeon Dr Yannis Alexandrides, 111SKIN is a global skincare brand that bridges the gap between scientific innovation, luxury and community. Beloved by

A-listers, high-profile makeup artists, and skincare connoisseurs, 111SKIN is also highly regarded by some of the most reputable editors and industry bodies.

Whom we are looking for: A customer centric and data-driven CRM Executive to support our digital and marketing team.

What you’ll do: You will play a key role in driving the CRM strategy, working closely with collaborators from other departments to create a truly connected customer experience across all channels.

What success looks like: You will champion a best-in-class CRM program that continues to grow our customer base while increasing brand loyalty of existing customers - ultimately resulting in strong customer retention. We evaluate each team member based on our three company values: entrepreneurial mindset, caring collaboration, determination to succeed.

Why you are a great fit: You have an entrepreneurial mindset and are naturally curious; an agile team player who is able to cultivate and maintain strong relationships with other teams and external agency partners.

Duties and responsibilities:
Manage the briefing process and campaign execution for the Email and SMS channels, in alignment with the global marketing calendar.
Responsible for the end-to-end delivery of BAU campaigns, working closely with an in-house Digital Designer to build campaigns in Klaviyo and advising on the optimal audience segmentation and send times.
Oversee the implementation of retention and re-engagement campaigns, using audience segmentation within Klaviyo and Shopify that can be used across all of our digital channels.
Work collaboratively with an agency on customer lifecycle campaigns - including prospecting, nurturing, conversion and up-sell strategy.
Ensure cohesive communication across digital channels, delivering a seamless brand experience from top to bottom funnel and then reinforcing this throughout the customer lifetime with the goal of providing a personalised, luxury experience.
Produce and analyse sales data, email program performance data and customer behaviour and engagement to inform CRM strategies that increase the lifetime value of customers, as well as customer retention.
Be the key point of contact for agency partners that support the optimisation of life cycle flows and customer data organisation.
Management of the SMS program, including BAU and lifecycle communications that complements our Email program.
Ensure strong communication with an external Customer Service partner; helping to streamline the communications between them and key stakeholders within the business to ensure that we are providing best in class customer service.
Work closely with the Website Merchandising Manager across other customer relationship projects such as the product Subscriptions program, the post purchase product review initiative as well as other review touchpoints, such as Trustpilot, etc.

Requirements:
Have strong analytical skills and are very experienced in using Google Analytics, MS Excel and other relevant Ecommerce reporting tools.
Technical knowledge in campaign setup, email communications, customer journeys, dynamic functionality.
E-commerce experience, preferably in beauty and/or luxury brands.
Experience with Shopify Plus, Klaviyo and Yotpo is a plus.
Strong attention to detail.
Excellent problem-solving skills.
Enthusiastic self-starter with a hunger to learn.
Strong planning and organisational skills.

Culture & Benefits:

Everything we do at 111SKIN is to help people. From giving clients the confidence to go makeup-free, to giving back to the community and preserving the environment. It’s part of 111SKIN’s DNA. It’s who we are.
As a member of our team, we hope you will help us champion our values of entrepreneurial mindset, caring collaboration, and determination to succeed. Some of the benefits include:

Flexible working arrangement
4pm Friday finish and summer hours during July & August with a 2pm Friday finish
3 extra days of paid holiday during the festive period
Religious holiday swaps
3 free 111SKIN products per month
85% employee discount on additional 111SKIN products
1 complimentary 111CRYO/Heat session per week
1 complimentary facial at Harley Street Suite per quarter
40% discount on non-surgical treatments at 111 Harley Street
Expenses towards eye tests
Bike2work scheme
2 weeks of compassionate leave
IVF support

At 111SKIN, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a diverse team and creating an inclusive environment where everyone can thrive. We encourage applications from individuals of all backgrounds, experiences, and perspectives.