Director, CRM & Retention | Dermstore

The posting, as THG wrote it

About THG

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

CRM Strategy, Lifecycle & Intelligence

• 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, engageme

[…]
able, or Salesforce Marketing Cloud comparable), including migration/implementation experience.

• Lifecycle Expertise: Proven success managing loyalty programs and recurring subscription (sub-and-save) models, with demonstrated cohort analysis and incrementality/holdout testing.
• Leadership & Mentorship: Strong management background with a "lead by example" approach; highly skilled at teaching and developing junior staff.
• Analytical Mindset: Commercially minded with a strong analytical toolkit — advanced Excel (formulas, pivots, charts), BI/SQL a plus, and a deep understanding of customer data, user behavior, and performance metrics.
• Strategic Communication: Ability to translate complex technical concepts into clear, actionable business strategies for non-technical stakeholders.
• Agility: Ability to operate with speed, clarity, and judgment in a fast-paced, evolving, and highly analytical environment.

What’s in it for me?

• Salary: $120,000 - $130,000
• Hybrid Work Model - NYC, 3 days office/2 days home
• Medical, Dental, Vision plans
• 401K matched up to 5%
• Generous PTO (Paid Time Off)
• Short and long-term disability
• Exclusive employee discounts off THG Brands

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.