The CRM/Loyalty Program Manager plays an essential role in growing talent in our business through collaboration and sharing best practices with the Brand team. You know how to be curious about their opportunities and how to be real with feedback and support. As a growing business, Lush needs people that can adapt and evolve to the needs of our business, analyse, and respond to business needs. Our Lush staff live with purpose, finding their personal value connection with the values of our business, bringing their work and life paths into one holistic journey. #mylushlife

You will provide expertise and leadership to define and implement customer relationship strategies that successfully build profitable, long-term customer relationships across all channels. You will work on projects and programs from inception to completion. Projects will include multi-channel CRM programs, technical builds supporting CRM and loyalty program data flows, and program infrastructure.

You will collaborate with a cross-functional team of disciplines, business partners, and channel execution groups to define and design impactful multi-channel programs, and to ensure proper implementation, activation and measurement are in place. You will also provide strategic direction into the data and technology needed to support the implementation and execution of the CRM strategy.

Reporting to the Sr. Market Strategist, you undertake the following RESPONSIBILITIES:


  • Develop a cross-channel CRM/Personalization strategy and road-map in close partnership with business leadership from Brand, Retail, Digital and evangelize these concepts across the organization.
  • Ensure the CRM strategy addresses annual business goals and focuses on driving engagement and loyalty with new and existing customers
  • Monitor competitor CRM and loyalty programs, testing and adopting best practices to continuously improve program performance and value

CRM & Loyalty

  • Develop standard methodologies of CRM/ Personalization and lead the integration of customer centric practices in various end-consumer touch points
  • Lead efforts related to segmentation and segment consumer journey maps and touch-point activations
  • Refine processes to ensure capability and scalability to support the CRM marketing vision
  • Develop, test, and roll out new CRM/ Personalization capabilities and concepts to continue improving the customer experience and generate new sales drivers
  • Prioritize future use cases for CRM & Personalization and develop requirements for marketing, data, and technology
  • Serve as a customer marketing expert for cross-functional projects and in strategic planning and design sessions
  • Identify, recommend, and implement process improvements to enable automation and efficiency, segmentation enhancements, and triggered/multi-step campaign opportunities
  • Establish the annual and seasonal plans related to CRM and Loyalty as an integral component of the business planning process
  • Continuously optimize CRM strategies and programs to drive sales, increase customer retention, and improve ROI by generating customer engagement, improving brand affinity
  • Partner with channel managers to develop omni-channel communication programs and measurement/testing plans

Analytics & Reporting

  • Define and link program KPIs to business outcomes
  • Manage the analytics process to ensure programs meet established KPIs
  • Lead customer segmentation and partner with Business Intelligence to create and validate models
  • Work with internal partners to establish a reporting dashboard to measure and manage the overall impact and health of various programs

Core leadership 

  • Lead direct reports, manage vendor partners, and ensure cross-functional collaboration to deliver alignment across Marketing partners (Brand, Retail, Digital) delivering consistent, on-time and on-budget execution programs
  • Manage, motivate, and mentor a team by providing support and growth opportunities, including performance reviews, regular feedback, and recognition
  • Provide guidance to ensure the team is developing powerful and engaging strategies that align with the business objectives
  • Work closely with stakeholder teams to create cohesion, collaboration, and enhanced results across all channels
  • Communicate regularly with your team to keep them updated on strategic/tactical department and company updates
  • Oversee budget and ROI by the team to ensure we are investing and planning strategically and staying within budget


You bring the following QUALIFICATIONS:


  • 7+ years of experience managing CRM programs in an information-based environment
  • Proven success in CRM/Loyalty program development including detailing functional requirements, developing features/benefits, creating communication strategies, and evaluating program ROI performance
  • Demonstrated ability to develop meaningful and impactful CRM programs
  • Familiarity or experience with Salesforce Marketing Cloud
  • Experience using Microsoft Azure, Dynamics 365, SQL Server or similar systems
  • Experience in SAS, SAS CI Studio, or other customer data suite
  • Strong capability to act in a role that is both strategic and tactical when necessary
  • Outstanding business acumen
  • Experience in the development and execution of complex testing scenarios
  • Proven ability to distil complex information, and “tell a story” using data
  • Technical vocabulary and understanding of technical builds and integrations
  • Must be a proven cross functional team leader and project manager who can interface with all levels including Sr. Management
  • Must be technically proficient and knowledgeable in architecture that gathers customer information and feeds database solutions that drives and supports CRM strategies


  • Experience using SQL to extract data from customer databases
  • Retail experience strongly preferred
  • Experience using Python and/or R for advanced statistical techniques
  • Proven experience using other customer segmentation tools 
  • Bachelor’s degree in Marketing, Finance or Statistics area or equivalent experience 


How to Apply:

  • Online (Apply)

Thanks for your interest in Lush! Due to the high volume of applicants, only those applicants selected for an interview will be contacted. 

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