Senior CRM Manager

ABOUT US:

Townhouse was created with a single goal: to disrupt and reinvent the global nail salon industry. We are the fastest growing beauty brand in the UK and are driven by a passionate and disruptive team in achieving our mission. 

We’ve brought together a world class team from a wide range of industries. And as we’re growing extremely fast, we need brilliant people (like you!) - to join us on our journey and help us deliver our goal. 

ABOUT THE ROLE:

As the Senior CRM Manager at Townhouse, you will be responsible for developing and executing a customer relationship management strategy that enhances engagement, loyalty, and lifetime value. Working closely with marketing, retail, and tech teams, you’ll lead multi-channel campaigns, leverage data insights for personalisation, and ensure every customer interaction aligns with our brand’s mission and goals.

Key Responsibilities

• CRM Strategy: Develop and implement a customer-focused CRM strategy to support Townhouse’s growth and ensure consistent customer journeys across channels.
• Multi-Channel Campaigns: Design and execute CRM campaigns across email, SMS, push notifications, and in-app messaging to boost engagement and retention.
• Customer Segmentation: Utilise data analysis to segment customers and create personalised, relevant communications that drive loyalty.
• Campaign Optimisation: Oversee automated and triggered campaigns, employing a test-and-learn approach to refine messaging and improve engagement.
• Data Analysis and Reporting: Track and report on campaign performance and customer engagement, using insights to inform future strategies.
• Retention and Loyalty Programs: Design and implement initiatives to foster customer loyalty and drive repeat visits.
• Industry Trends: Stay up-to-date with CRM trends and best practices, ensuring Townhouse’s CRM efforts are ahead of the curve.

ABOUT YOU:

• Proven experience in CRM management or a similar role, with a track record of successful customer engagement strategies.
• Strong understanding of multi-channel CRM campaigns and segmentation techniques.
• Proficiency in CRM tools and analytics platforms.
• Analytical mindset with a data-driven approach to decision-making.
• Excellent communication skills and the ability to collaborate with cross-functional teams.
• A proactive and strategic thinker, with a passion for enhancing customer experience and driving loyalty.

LOCATION:   

Our office is based in Central London and we offer a hybrid working model, based on the requirements of the role.

EMPLOYEE BENEFITS AT TOWNHOUSE:  

• Private healthcare and wellness support – Benefit from the nail industry’s first private healthcare package including free telephone / video GP appointments and treatment in private hospitals if there is a long wait on the NHS. 
• Shopping discounts - a range of discounts on some of the largest brands to save you money every day. 
• Birthday Pamper Party: During your birthday month, bring a friend for a free signature manicure/pedicure and a glass of bubbles! 
• Social Budget - Every month your manager gets a budget to spend pampering you and your team. Expect treats, lunch at work or a night out – to be agreed with your manager! 
• Holiday on us: An extra day paid holiday on your annual allowance for every whole year you have been with Townhouse - up to 5 extra days! 
• Employee Discount: 75% discount on treatments 
• Interest free advance - To cover you for any emergencies and to avoid interest costs, we will provide up to a £50 advance for every day you have worked for us in a month. 
• Refer a Friend: Earn up to £550 for every successful hire you introduce to Townhouse.