Automation & AI Assistant CRM Manager

About Charlotte Tilbury Beauty 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.

• 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.

• 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.

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.

• 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.

• 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.

• 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.

CRM, Digital and more

• 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…