Website Clarins UK
Clarins Group is a trusted French family-owned company, a lead
Support the Email Marketing Manager in delivering engaging, data-driven CRM campaigns that recruit, retain, and deepen customer relationships. You will help bring the brand’s CRM strategy to life through compelling storytelling, audience segmentation, and Club Clarins loyalty programme activation – ultimately driving customer engagement, conversion, and lifetime value.
ROLE AND AREA OF RESPONSIBILITIES
The missions and objectives defined annually must be carried out in line with our values and our double promise of “making life more beautiful, passing on a more beautiful planet”.
1. Support the execution of the CRM & loyalty strategy
– Deliver CRM campaigns across email, SMS, push notifications and other owned channels, ensuring consistency with brand tone, visual identity, and customer experience standards.
– Assist in developing and executing campaigns that drive recruitment into, and engagement with, Club Clarins.
– Work with the Email Marketing Manager and the wider CRM team to ensure all communications support both commercial and engagement KPIs on and offline.
– Maintain and implement the CRM contact calendar, coordinating with stakeholders across Marketing, Ecommerce, and Retail to ensure timely, accurate and cohesive campaign delivery.
2. Create engaging, personalised communications
– Produce dynamic, on-brand content for our CRM channels, across device type, that reflects our premium positioning and storytelling approach.
– Keep abreast of competitor activity to inform new ideas and creativity to create best in class communications.
– Collaborate with the Digital Designer to brief and QA assets for email and CRM campaigns.
– Leverage personalisation tools (e.g., Movable Ink) and predictive models to deliver relevant, 1:1 experiences.
– Implement A/B testing across subject lines, design, and targeting to continually improve open, click, and conversion rates.
– Work with key stakeholders including the UK Senior Customer Journey Manager, UK Senior E-Commerce Manager and UK In-store Digital Project Manager.
3. Manage data, segmentation, and targeting
– Maintain and update customer database segments to enable precise targeting and personalisation.
– Support list hygiene, preference management, and data integrity best practices.
– Identify opportunities for audience growth and re-engagement, including acquisition of new
customers and reactivation of lapsed customers to both Club Clarins and the broader database.
– Partner with the Acquisition Team to ensure cross channel targeting of customers on the database, especially where we have no communication opt-in.
– Support the Acquisition Team to create look-a-like and/or suppression audiences using our CDP, Imagino.
4. Drive loyalty programme engagement
• Execute CRM activity designed to recruit new loyalty members and deepen engagement with existing members through tailored communications.
• Support initiatives that encourage participation, and other gamified loyalty features.
• Contribute creative ideas to enhance the emotional and community-driven aspects of the loyalty programme.
5. Analyse and report on performance
• Produce weekly and monthly CRM reports tracking engagement, conversion, and loyalty KPIs.
• Share actionable insights and recommendations with the Email Marketing Manager to inform
future campaigns.
• Monitor test results, loyalty recruitment rates, and customer retention trends to identify opportunities for optimisation.
• Participate in quarterly reviews of CRM performance alongside key partners (e.g., Movable Ink).
6. Collaboration and stakeholder management
• Work cross-functionally with the UK Senior CRM Coordinator, Ecommerce, Content, and Design teams to ensure fully integrated 360° campaigns.
• Liaise with Global CRM teams to localise and implement global strategies and assets effectively.
• Support relationship management with CRM technology providers and external agencies.