Location
London, Southwark Office (Minimum 2 office days per week, one of which is Monday or Friday)

Hours
Flexible working culture to fit around your lifestyle

Salary
Negotiable

About the Role
We are looking for a Retention & CRM Specialist to join our Living Proof Ecommerce team to support the growth of the brand within the UK Prestige Haircare market. This role is responsible for developing and executing the CRM strategy, managing day-to-day CRM and email activity, and overseeing the UK website operations. You will provide strong data-driven insights across all channels and site performance to help drive Living Proof’s ambitious growth strategy.

Key responsibilities include managing the UK website trading and onsite visual merchandising, ensuring product listings and categories are accurate and timely. You will develop a sophisticated CRM strategy to drive customer frequency, lifetime value (LTV), and average order value (AOV), including segmentation lifecycle strategies from welcome flows to lapsing segments. The role involves close collaboration with the Digital Marketing Manager on campaign planning and brand marketing calendar, as well as ongoing testing of all CRM and email activity to maximize efficiency and conversions.

Additional duties include conducting in-depth customer behavior and product analysis, identifying core consumer groups to ensure personalized and relevant communications, driving omni-channel CRM best practices, and performing detailed analysis of channel and site performance to inform digital strategy. You will work closely with UK design and global teams on creative briefs for email and CRM assets to continuously improve brand storytelling and maximize click-through rates. Weekly and monthly cross-channel reporting is also a key part of this role.

This is a unique opportunity to join a dynamic and proactive team during an exciting phase of brand growth.

Experience
- Proven experience in a similar CRM or retention role, preferably within the Beauty industry
- Experience working with Klayvio for email marketing and Shopify for website back-end management
- Strong knowledge of CRM and data platforms; Salesforce experience preferred
- Solid understanding of Google Analytics and Klayvio
- Experience in retail, luxury, or beauty sectors is preferable but not essential

About you
- Highly analytical and data-driven with excellent communication and organisational skills
- Ability to prioritise effectively according to business needs
- Flexible and adaptable in a fast-paced environment
- Proactive with a positive ‘can-do’ attitude
- Strong proficiency in Microsoft Office, especially Excel

Qualifications
No specific qualifications are stated; however, relevant experience and skills in CRM, data analysis, and digital marketing are essential.