Director, CRM & Retention | Dermstore

We are THG, a global ecommerce group on a mission to be the global online leader in beauty and sports nutrition.

Our portfolio of leading retailers and brands such as LOOKFANTASTIC, Myprotein, ESPA, Perricone MD, and Cult Beauty form our two core businesses: THG Beauty and THG Nutrition.

From Manchester to New York, we’re powered by a team of over 2500 people who work together, lead by example, and think BIG.

With us, you’ll go further, faster. What are you waiting for?

Life at THG Beauty

We know that beauty isn’t one‑size‑fits‑all. Our portfolio of leading retailers and iconic beauty brands caters to everyone, everywhere, empowering customers all over the world to look and feel fantastic.

By combining our portfolio of owned brands with a marketplace for over 1,300 third‑party beauty brands through online retail sites LOOKFANTASTIC, Cult Beauty, and Dermstore, THG Beauty's ambition is to be the global digital partner of choice across the beauty industry, supporting the channel shift to online.

THG Beauty’s breadth of relationships is unique to the beauty market; it engages with brands as a retailer, a brand owner, and a product developer and manufacturer, making it the industry’s digital strategic leader.

Why be a Director, CRM & Retention at THG Beauty?

Dermstore is the premier destination for professional‑grade skincare and clinical beauty, curated by experts and trusted by enthusiasts. Since its founding by a dermatologist, Dermstore has been a pioneer in the digital beauty space, offering a highly curated selection of the world’s most efficacious brands across skincare, hair care, and cosmetics. As a leader in prestige beauty e‑commerce, we bridge the gap between clinical expertise and a premium shopping experience.

As the Director of CRM &Lifecycle Marketing, you will be the architect of our customer journey, owning the end‑to‑end strategy across email, SMS/MMS/RCS, app push, web push, and direct mail. Your mission is to transition our CRM function from a channel‑focused team into a centralized hub for customer intelligence and personalized experience. By taking ownership of our first‑party data strategy, loyalty programs, and subscription models, you will ensure that every customer touchpoint, across owned and paid channels, is cohesive, data-driven, and optimized for long‑term retention.

You will lead, mentor, and grow a talented team, providing the hands‑on guidance necessary to elevate their technical execution while fostering a culture of continuous learning.

As Director, CRM & Retention , you’ll:

• Own the global CRM and lifecycle marketing strategy, including customer segmentation, retention roadmaps, and lifecycle architecture.
• Build a cohort analytics framework - retention curves, repeat‑purchase rate, inter‑purchase interval, and spend‑by‑customer - and translate it into lifecycle interventions targeted by cohort and lifecycle stage across activation, engagement, retention, and win back.
• Define the role of loyalty programs and "Subscribe & Save" initiatives within the portfolio, aligning them with commercial objectives and long‑term customer value (LTV).
• Quantify the retention differential between our various retention program participants and non‑participants and use it to prioritize where lifecycle investment compounds CLV.
• Own the customer database, DMP/CDP strategy, and identity resolution, ensuring a unified view of the consumer to minimize channel fatigue and maximize the impact of every touchpoint.
• Partner with Performance Marketing, Paid Social, and Search teams to synchronize audience targeting, ensuring first‑party data informs broader acquisition and retargeting efforts.
• Identify opportunities to strengthen the user experience through improved content, behavioral triggers,…