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CRM Operations Manager

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Join our amazing team with us today to start your new career


Who we are:

You may not have heard of us, but you’ll know our brands! A.S. Watson is the world's largest international health and beauty retailer with over 16,000 stores in 27 markets. Each year, over 5.3 billion customers and members shop with our well-known retail brands, both online and offline, including the likes of Superdrug, Kruidvat, Watson’s, Marionnaud, The Perfume Shop, and many more.

The CRM Operations Manager will be primarily responsible for the day to day management of 4 people in the A.S. Watson Campaign Operations team (who build and send more than 3,000 campaigns per year) focusing on the scheduling and execution of our CRM campaigns and programmes across Europe.

Working with CRM teams locally throughout Europe and in the UK Group Office to optimise and automate campaigns across all CRM channels, The CRM Operations Manager will use the billions of rows of CRM data available across A.S. Watson and work within Adobe Campaign, to deliver the Group’s targeting and personalisation strategy

They will directly manage and track the performance of the Campaign Operations team, ensuring processes are followed, improved and developed. They will work with the Insight Team to enhance the measurement and evaluation of campaigns and collaborate closely with the IT and Digital teams to keep A.S. Watson at the forefront of CRM

A typical day in this role includes:

  • The ownership of CRM delivery across our European Business Units.
  • Managing the CRM Operations team, with weekly reporting to Senior Management on delivery, efficiency and performance.
  • Reviews and Quality Checks of campaigns and programmes prior to sending to customers.
  • Partnerships with CRM managers to define Business campaign strategy, working to deliver marketing and customer plans that are powered by insight.
  • Developing relationships with local and international CRM teams to scope, plan and deliver long term strategic projects
  • Working with IT teams to implement and design technical developments that deliver A.S. Watson’s CRM strategy
  • Supporting knowledge transfer within the Campaign Operations team and our markets through our Customer Academy.
  • Leading the development and delivery of new ways of using Adobe Campaign across Europe

This role would be a good fit for you if:

  • You are an expert in Operational CRM delivery
  • You have used Adobe Campaign extensively for CRM
  • You love using data for targeting and segmentation to deliver campaign planning and execution
  • You are used to managing a team of CRM experts to deliver campaigns Team management
  • You have a strong background in Project and time management
  • You’ve got a Marketing and trade planning background


What you’ll need:

  • The CRM Operations Manager is a key role within the A.S. Watson Europe CRM community – working with the local teams across Europe to deliver the AS Watson group CRM strategy. This role will be perfect for you if you have…
  • A passion for CRM, Data and personalisation
  • You have an expert knowledge of Adobe Campaign
  • Worked in the world of CRM for 5 years or more
  • Team management experience
  • Ability to collate and present impactful presentations to large and senior audiences
  • A strong background in retail
  • Great communication skills, both written and verbal
  • An ability to deal with many stakeholders at once

What you’ll get from us:

  • Competitive salary, benefits and bonus scheme
  • Discounts for you and your family from some our much-loved retailers, including Superdrug and The Perfume Shop
  • 25 days holiday with an option to buy More
  • Interest free season ticket and personal loans
  • Excellent refer-a-friend scheme with up to £2000 up for grabs!
  • Free financial and mortgage advice from some of our partners
  • A fantastic learning and development offering to explore
  • Lots of opportunities to get involved in wellbeing initiatives to support your physical and mental health
  • …plus much More!


2nd Floor Hutchinson House,5 Hester Road,London,BATTERSEA,SW11 4AN


Apply now to become part of more

By joining us, you will be part of More than just a health and beauty retail group. You’ll become part of an organisation which is well-recognised all over the world.