Location
Croydon - Hybrid working available with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.

Hours
37.5 hours per week | 9.00am - 5.30pm

Salary
Competitive

About the Role
Join Superdrug Head Office and make a real difference every day! In this role, you will support and co-create the delivery and execution of CRM activity across a member base of 9 million customers. You will deliver highly creative, personalised, and relevant communications that Superdrug members know and love, driving both online and offline customer behaviour alongside CRM KPIs.

You will see every interaction with the customer as an opportunity to delight them, using different platforms to communicate effectively. Understanding customer needs, you will empower others to remove barriers and deliver great service, always prioritising actions that delight customers and colleagues.

Key responsibilities include implementing CRM campaigns to grow the Superdrug Health & Beautycard loyalty scheme, co-creating CRM and loyalty activity plans focused on customer-first campaigns that increase sales participation, acquisition, and active member rates. You will lead creative campaign development, staying ahead of industry trends to create engaging, revenue-driving campaigns that enhance channel engagement.

You will collaborate with key stakeholders to build strong, automated lifecycle and cross-channel campaigns, delivering the right message at the right time, including reporting on KPIs and recommending optimisations. Working closely with the Email Design Team, you will continuously improve the effectiveness of digital communications.

Cross-channel campaign delivery will involve email, push, SMS, and social channels, driving sales and customer engagement. You will take a data-driven approach, using insight to influence storytelling and retention, ensuring all campaigns are personalised through appropriate data segmentation.

As the voice of the customer, you will inspire a customer-first culture across the organisation, confidently communicating, challenging, and providing feedback. You will encourage teamwork and collaboration, recognising the strengths of various teams and building networks to add value.

Additionally, you will actively seek new ways of working through AI to benefit the business, balancing AI efficiency with human coaching, empathy, and team cohesion to keep the human element strong.

Experience
2-4 years' experience in a similar CRM role within retail, preferably Health & Beauty but not essential. Proven track record in end-to-end campaign management and analysis is essential. Experience using insight and data to drive improvements and ongoing test and learn across all CRM elements delivering strong ROI.

About you
Commercially driven and customer-centric with a solid understanding of customer lifecycles. Attention to detail and a creative mindset are a must. Social, can-do attitude with a natural flair for copywriting. Confident using data to make tactical decisions and knowledgeable about your specialism with awareness of wider market trends.

Actively looks for new ways of working through AI and is developing the ability to use AI effectively while thinking critically about outputs. Committed to strengthening the human touch by balancing AI efficiency with empathy and team cohesion.

Qualifications
No specific qualifications stated; however, relevant experience and skills in CRM, campaign management, and data-driven marketing are essential.