Senior CRM & Loyalty Manager Location: Manchester | Reports to: CMO At Besque, we believe beauty is not defined by age — it’s defined by how you feel in your own skin. Our mission is to create skincare that restores confidence and celebrates individuality. As one of the fastest-growing skincare brands in the UK and US, we are building a team that shares our vision: to deliver an exceptional, thoughtful, and seamless experience for every customer. We are seeking a Senior CRM & Loyalty Manager to lead our customer experience strategy. This role will be central to how we nurture relationships, deepen loyalty, and ensure every interaction with Besque feels personal, intelligent, and effortless. Key Responsibilities • Champion the customer voice: Understand how our customers discover, shop, and return to Besque, identifying opportunities to elevate their journey at every touchpoint. • CRM strategy: Design and execute data-led initiatives that drive retention, repurchase, and long-term loyalty across email, SMS, and other customer engagement channels. • Campaign management: Build and optimise CRM campaigns that feel personal and elegant, leveraging Klaviyo, Shopify, and segmentation to deliver meaningful, targeted messages. • Automation & lifecycle flows: Implement and refine automated journeys that anticipate customer needs, improving retention and delivering measurable revenue growth. • Loyalty leadership: Own and evolve Besque’s loyalty programme, ensuring it reflects the brand’s values of reward, care, and long-term trust. • Data-driven insights: Combine shopping behaviour, CRM data, customer feedback, and reviews to create a unified customer view. Translate insights into actionable strategies that improve repurchase rates and customer lifetime value. • Analytics & forecasting: Use Klaviyo, Shopify, and Google Analytics to measure CRM performance, refine strategies, and forecast revenue. • Innovation: Stay ahead of CRM and loyalty trends, bringing fresh, intelligent ideas to strengthen Besque’s customer-first approach. • Leadership: This will begin as a hands-on role, with the opportunity to build and lead a growing CRM team as we scale globally. Skills & Experience • 5+ years of CRM & loyalty experience, ideally within beauty, luxury, or consumer brands. • Analytical thinker with a strong eye for detail and performance metrics. • Hands-on experience with CRM platforms (Klaviyo, Shopify Plus preferred). • Strong knowledge of segmentation, automation, and lifecycle marketing. • Proficiency in analytics tools (Google Analytics, Looker or similar). • Strategic mindset, balanced with the ability to execute at pace. • A passion for customer experience, loyalty, and retention. Why Join Besque • Competitive salary & performance-based bonus. • 25+ days holiday, with the option to buy additional leave. • Flexible working — hybrid with flexible start/finish times. • Annual Besque product allowance + staff discounts. • Regular team events and offsites. • Genuine career growth and development opportunities. About Besque At Besque, we stand for confidence, care, and timeless beauty. Our products are designed to empower women, not define them. We are committed to creating a workplace culture that celebrates diversity, inclusion, and individuality — where every voice is valued, and every team member has the freedom to grow.