D2C Merchandising & CRM Manager – Color Wow, Professional Products Division

Overview

In this role you own the integrated D2C CRM, retention and onsite merchandising strategy to grow conversion, retention and AOV for Color Wow’s professional products. You work with brand, creative, ops and IT to deliver personalised journeys across email, SMS and website experiences. You translate brand priorities into launch campaigns, bundles and lifecycle programmes, continually optimising the customer journey with data and testing. You champion Salesforce Marketing Cloud and ecommerce capabilities to unlock growth.

Pay / Benefits

• money-saving offers
• share options
• enhanced pension plan
• private medical and dental insurance
• discounted gym memberships
• paid fertility leave

Responsibilities

• Define and deliver the integrated CRM, retention and digital merchandising strategy aligned with revenue targets and product launches
• Own the D2C merchandising calendar, product launches, seasonal edits, bundles and onsite navigation
• Manage CRM lifecycle across email and SMS with automated journeys and targeted campaigns
• Collaborate with Brand and Creative to translate assets into premium digital experiences
• Lead CRO and test-and-learn roadmap across CRM and onsite journeys to improve conversion, AOV and retention
• Analyse performance across CRM, onsite merchandising and customer lifecycle to drive trading actions
• Champion platform capabilities and explore personalisation and conversational commerce opportunities
• Ensure data quality, consent and compliance regarding customer data and catalogue information

Key requirements

• CRM and D2C expert with experience in lifecycle management and e-commerce merchandising
• Commercial and data-driven with ability to evaluate metrics like conversion, retention, AOV and ROI
• Strong storytelling and premium digital experience mindset
• Customer-first with understanding of segmentation and omni-channel journeys
• Structured tester with a track record of hypothesis-driven optimisation
• Platform and technology confident, ideally Salesforce Marketing Cloud
• Detail-oriented with ability to manage multiple priorities in fast-paced retail

• Collaborative and influential
• Strong communication and stakeholder management
• Analytical mindset with curiosity
• Salesforce Marketing Cloud
• CRM and lifecycle management
• E-commerce merchandising and onsite optimization

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