Automation & AI Assistant CRM Manager

About Charlotte Tilbury Beauty

Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.

Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets (and growing), with over 2,300 employees globally who are part of the Dream Team making the magic happen.

Today, Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches fuelled by industry-leading tech — all with an internal culture of embracing challenges, disruptive thinking, winning together, and sharing the magic. The energy behind the bran­d is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.

About the role

We’re looking for a highly motivated and commercially driven CRM Assistant Manager to help deliver best-in-class customer communications across email, push, SMS, and in-app channels. This role will play a key part in executing and optimizing CRM campaigns that drive customer engagement, retention, and revenue growth.

You’ll work across campaign planning, audience segmentation, personalization, reporting, and testing — using platforms including Braze, Movable Ink, and reporting through Looker. We’re particularly interested in candidates who are excited about the potential of AI within CRM and can use emerging tools and automation to improve campaign performance, efficiency, personalization, and customer experience at scale.

This is an exciting opportunity for someone who combines creativity with analytical thinking and wants to help shape the future of AI-enabled customer marketing.

As a Assistant CRM Manager you will

CRM Campaign Execution

• Support the planning, briefing, build, QA, and deployment of CRM campaigns across email, push, SMS, and in-app messaging.
• Build and manage customer journeys and automated lifecycle campaigns within Braze.
• Coordinate campaign calendars and ensure timely delivery of communications.
• Work closely with creative, trading, digital, and brand teams to align messaging and priorities.

Personalisation & Customer Experience

• Leverage customer data and segmentation to deliver highly targeted and personalized communications.
• Use Movable Ink to create dynamic and real-time personalized content experiences.
• Identify opportunities to improve customer engagement through behavioural targeting and lifecycle optimization.

AI & Innovation

Use AI tools and automation to improve CRM effectiveness, efficiency, and scalability.

• Explore how AI can enhance (list not exhaustive)
• subject line generation and optimization
• copy variation and personalization
• customer segmentation
• send-time optimization
• predictive targeting
• content recommendations
• campaign analysis and insight generation
• Stay informed on emerging AI trends and recommend innovative ways to improve CRM performance and customer experience.
• Partner with internal teams to test and scale AI-enabled CRM initiatives.

Mobile App CRM

• Support CRM activity across the full app funnel e.g. acquisition, activation, engagement, feature adoption, push opt-in, revenue and repeat app usage.

• Build, test and optimise mobile-first journeys using push notifications, in-app messaging, app inbox/content cards and email/SMS support journeys.

• Work with data teams and our MMP to understand and utilise app events, customer behaviours and opportunities to improve key app journeys.

• Ensure mobile CRM campaigns are QA’d across relevant customer states, devices and journeys, including deep links and app/web landing experiences.

• Identify opportunities to connect site and app behaviour, such as web-to-app migration, browse recovery, basket recovery, personalised recommendations, and app-exclusive content.

Reporting & Insights

• Monitor and report on campaign performance using Looker and CRM platform analytics.
• Analyse key metrics including open rate, click-through rate, conversion, retention, and revenue contribution.
• Deliver actionable insights and recommendations to continuously improve performance.
• Support A/B and multivariate testing strategies across campaigns and customer journeys.

Process & Optimisation

• Support CRM best practices across testing, deliverability, segmentation, and compliance.
• Help streamline campaign workflows and operational processes using automation and AI-assisted tools.
• Ensure all communications are accurate, on-brand, and customer-focused.

Who you will work with

CRM, Digital and more

About You

• Experience working in CRM, email marketing, or lifecycle marketing.
• Hands-on experience with CRM platforms - Braze an advantage.
• Experience using reporting and analytics tools such as Looker.
• Strong analytical mindset with confidence interpreting campaign performance data.
• Excellent attention to detail and organisational skills.
• Understanding of customer segmentation, personalization, and customer lifecycle marketing.
• Strong communication and stakeholder management skills.

Desirable

• Experience with Movable Ink or dynamic content platforms.
• Experience using AI tools within marketing workflows.
• Understanding of automation, predictive marketing, or AI-driven personalization.
• Basic HTML/email build knowledge.
• Experience within retail, beauty, fashion, or ecommerce environments.

Charlotte Tilbury is a fast-paced and dynamic environment where nimble mindsets, striving to deliver the best and wanting to be part of a global #dreaamteam are key. Even though we have requirements, our experience and background are just a guide, we still love to welcome applicants with more or less experience stated, provided necessary skills can be demonstrated.

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 everybody in the world to be the most beautiful version of themselves.