Head of CRM

Head of CRM

Charlotte Tilbury · London, United Kingdom (Hybrid) · Full-time · Posted 2026-11-06

Workplace: hybrid

Department: Ecommerce

Description

About Charlotte Tilbury Beauty 

Founded in 2013 by world‑renowned makeup artist and beauty entrepreneur Charlotte Tilbury CBE, Charlotte Tilbury Beauty has transformed the global beauty industry with one mission to empower everyone, everywhere to look and feel like the most confident version of themselves. With our easy‑to‑use, easy‑to‑choose, easy‑to‑gift icons, we’ve become one of the most talked‑about beauty brands on the planet - and the magic is only growing. 

Today, we’re a global beauty phenomenon, scaling at record speed across 50+ markets with over 3,000 Dream Team members bringing the Tilbury magic to life every single day. Across the world, our Retail Teams and Magic Offices work hand‑in‑hand to shape the Charlotte Tilbury experience - from the glamour of London and the style capitals of Europe, to the energy of the Americas, the vibrant beauty hubs of the Middle East and the fast‑growing innovation centres across APAC. Every region brings its own sparkle, culture and community, creating the unmistakable magic of Team Tilbury. 

We’re bold. We’re disruptive. We’re powered by creativity, innovation and industry‑leading tech. And as we continue to break records across countries, channels and categories, we’re looking for extraordinary talent to join us. 

About the role

We are looking for an exceptional Head of CRM to lead our global strategy across email, SMS, push and in-app messaging, creating customer experiences that feel personal, inspiring and unmistakably Charlotte Tilbury, while driving retention, engagement and long-term value.

This is a high impact leadership role for someone who can blend technical expertise, commercial instinct and brilliant people leadership, turning customer insight into bold opportunities and measurable results.

With significant investment in personalisation, automation and AI, you will help shape the future of CRM at Charlotte Tilbury elevating our capabilities and creating more magical, relevant customer moments across the lifecycle.

As Head Of CRM you will

CRM Strategy & Commercial Performance

•Own and bring to life the global CRM strategy, driving engagement, retention, purchase frequency and lifetime value

•Use customer data and behavioural insights to identify growth opportunities, improve segmentation and develop more relevant customer journeys

•Combine customer insight, commercial thinking and creativity to develop engaging CRM strategies that strengthen customer relationships and drive performance

•Lead high quality global database growth and first party data acquisition, building deeper and more valuable customer relationships

•Set performance targets and use analysis, testing and incrementality to improve commercial impact

Technology, Personalisation & Innovation

•Unlock the full potential of Braze across automation, segmentation and seamless cross-channel communications

•Support a major personalisation initiative with Data, Technology and Digital teams, delivering experiences that feel tailored at every touchpoint

•Harness AI and predictive capabilities to make targeting, relevance and decisioning smarter and more impactful

•Shape the CRM technology roadmap to improve customer experience, performance and team efficiency

Leadership & Collaboration

•Lead and develop the global CRM team through two direct reports, setting clear direction, building capability and creating a positive high-performing team culture

•Build strong relationships across Digital, Marketing, Data, Technology and Creative, ensuring CRM is connected to our biggest business ambitions

•Use data and commercial insight to influence decisions and secure support for initiatives

•Manage budgets, technology partners and suppliers, ensuring value and data privacy compliance

Knowledge & Experience

•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 personalisation

•Strong analytical skills, translating 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 personalisation

•Experience leading complex technical projects with Data, Engineering and Product teams

•Proven people leadership, strategic prioritisation and delivery

•Strong commercial understanding of experimentation, incrementality and ROI

•Knowledge of data privacy regulations, including GDPR and CCPA

Who will you work with

CRM, Ecommerce and the Wider Digital.

About you

•Analytical and endlessly curious, with a genuine passion for understanding customer behaviour

•Warm, personable and approachable, with a natural ability to build brilliant relationships across teams and levels

•Collaborative and engaging, bringing positive energy, generosity and a genuine desire to make the team - and the work - shine

•Commercially minded and confidently constructive, with the courage to challenge thinking and champion the best ideas

•Proactive, resourceful and full of momentum, taking ownership and moving ideas forward without needing every answer upfront

•Organised and pragmatic, able to balance transformative strategic projects with the pace and energy of a global beauty business

Why join us? 

• Be a part of this values driven, high growth, magical journey with an ultimate vision to empower everyone, everywhere to be the best version of themselves 

• We’re a hybrid model with flexibility, allowing you to work how best suits you 

• 25 days holiday (plus bank holidays) with an additional day to celebrate your birthday 

• Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey 

• Financial security and planning with our pension and life assurance for all 

• Wellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleagues 

• Bring your furry friend to work with you on our allocated dog friendly days and spaces 

• And not to forget our generous product discount and gifting! 

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. 

Want a closer look at life at Charlotte Tilbury Beauty? Follow our LinkedIn page! For updates, stories, and behind‑the‑scenes moments.

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