Global Senior CRM Manager

London – Aesop has cultivated an inclusive environment for 35+ years, supporting and encouraging employees to thrive. As a global retail organisation we offer professional development and advancement opportunities that complement career goals and aspirations.

Role Purpose

The Global Senior CRM Manager is the strategic orchestrator of our consumer engagement, responsible for operationalising the global vision set by the Head of CRM & Omni Media. Acting as the bridge between high‑level strategic framing and global market execution, the manager ensures our data narrative is consistent and impactful worldwide. The role is designed for a high‑energy, solution‑orientated leader who thrives in a dynamic environment, line‑manages a CRM Manager and drives the execution of the aligned global strategy.

Support Strategy Development & Drive Projects

• Strategic Support: Partner with the Head of CRM & Omni Media to co‑develop the global strategic frame, providing the analytical insights necessary to shape the roadmap
• Key Project Lead: Act as the lead driver for high‑priority global projects, ensuring they are delivered on time and align with the brand’s long‑term objectives
• Operationalising the Vision: Translate the strategy aligned by leadership into clear, actionable global implementation plans
• Pushing Boundaries: Lead forward‑thinking innovation projects, proactively identifying untapped opportunities within the digital landscape to keep the brand ahead of the curve

Global Stakeholder Navigation & Enforcement

• Stakeholder Navigation: Support the Head of CRM in navigating senior stakeholders at DMI and Zone levels, collaborating with creative, marketing, social and digital teams
• Strategy Enforcement: Ensure that aligned global CRM frameworks are strictly followed across all markets, guarding global consistency and brand positioning
• Driving Impact and Influence: Proactively influence brand strategies by demonstrating the commercial value of CRM, bridging the gap between data and creative partners

The ‘Triple R’ Implementation & CLV Tracking

• Operationalising the 3Rs: Implement the global framework for Recruitment, Retention and Reactivation, tracking metrics rigorously across all markets to identify growth opportunities
• CLV Enforcement: Establish and enforce CLV as the core performance metric, ensuring markets utilise deep‑dive analytics to mitigate churn risks
• Segmentation Frameworks: Support the development of personalization frameworks and lead the team in their global rollout and technical implementation

Design Highly Engaging CRM Journeys

• Category‑Led Execution: Orchestrate 360‑degree strategic campaigns tailored by product category and specific business objectives
• Omnichannel Lens: Ensure all campaigns are viewed through an omnichannel lens, prioritising the seamless integration of Email and Mobile (SMS/Push/App) to reach the consumer wherever they are

Global Loyalty & Clienteling Implementation

• Loyalty Rollout: Lead the end‑to‑end implementation and rigorous follow‑up of the Aesop Loyalty Program across markets, focusing on operational mechanics that drive community engagement
• Clienteling Execution: Operationalise the Global Clienteling Framework, ensuring digital data is used effectively to elevate the human‑to‑human retail experience in‑store

Leadership

• Management of CRM Manager: Directly manage the Global CRM Manager, overseeing their development of Email, SMS and Push content and ensuring tactical assets are high‑quality, brand‑consistent and deployed efficiently
• Figma Briefing & Review: Oversee the briefing process, ensuring wireframes and creative assets meet the omnichannel mobile‑first standard
• Positive Problem Solving: Approach every technical or strategic roadblock as a challenge to be solved with energy, serving as a stabilising and optimistic force for the team during rapid change

Global Reporting & Actionable Insights

• Tracking & Dashboards: Partner with Data teams to manage and interpret global reporting tools, focusing on tracking compliance with the global strategy and providing actionable optimisation insights to the Head of CRM
• Continuous Optimisation: Establish a cycle of constant testing and refinement, ensuring operational data is fed back into the strategic development process

This is a full‑time position operating with a hybrid working pattern.

What We Are Looking For

• Open mindset and deep curiosity, keen to understand others, listen without judgement and act on diverse perspectives
• Commitment to fostering an inclusive and psychologically safe work environment
• Significant experience in a senior CRM role within a fast‑paced luxury retail, beauty or FMCG environment, with a proven track record of people management
• Implementation Mastery: Specialist in turning high‑level concepts into reality in a complex, global matrix
• Analytical Rigor: Strong proficiency in analytics tools (Salesforce, Power BI, GA) to track and enforce performance KPIs
• Collaborative Influencer: Exceptional ability to support senior leadership while managing and influencing stakeholders at the Zone and Market levels
• Operational Design Literacy: Proficiency in Figma to provide direction and review tactical email / mobile assets
• Positive Mindset: A resilient, proactive, and positive professional who leads by example and thrives in the fast‑paced DMI atmosphere

What’s On Offer

• Flexible, hybrid working pattern
• Generous product discount allowance and bi‑annual complimentary product allocation
• Paid volunteering allowance for all employees
• Bonus opportunity based on personal and business performance
• Suite of development options, including complimentary access to LinkedIn Learning, in‑house product and core skills training and study support opportunities
• Access to employee assistance programmes, complimentary subscription to Headspace mindfulness app and summer hours options

Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging play an important role in the success of our organisation.

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