Retention & CRM Manager

The Role

As the Hårklinikken’s Retention & CRM Manager you would be responsible for leading, developing and executing our overall customer relationship management (CRM) strategy across multiple geographies (US, Middle East, Denmark, Iceland, UK and EU). The ideal candidate will come from a fast-paced environment in the beauty or health & wellness industry and will have extensive experience in CRM.

The Retention & CRM Manager will be a strategic thinker and problem solver, with a track record of driving growth and customer engagement through creative, data-driven CRM programs. This role will be instrumental in guiding Hårklinikken through the next phase of growth for our company across both our ecommerce and in-clinic channels.  

Primary Relationships

Reporting to the Head of eCommerce, this role will have primary working relationships with the wider digital team, eCommerce Specialist, Performance Marketing Manager, the Marketing & Brand Team and our clinic leadership teams.

Job Responsibilities

• Develop and execute a comprehensive CRM strategy that drives customer engagement, loyalty, and lifetime value.
• Improve, monitor and execute email performance and database reporting to support business goals and ensure we’re hitting key CRM KPI’s.
• Increase the retention rate of customers who are currently on subscriptions, win back cancelled subscribers, and encourage customers to repurchase & upsell based on their hair goals.
• Responsible for forecasting and performance KPIS for retention-based revenue, use to oversee the global email calendar, working closely with the wider digital team to execute key calendar promotions and events per market.
• Analyse customer data to identify key insights and trends and use these insights to inform the development of targeted and relevant segmented CRM campaigns, including BAU Marketing, our customer referral program, as well as intelligent flows.
• Build and manage customer journeys, segmentation, loyalty propositions, and retention programs.
• Collaborate with cross-functional teams, to ensure seamless integration of CRM programs and initiatives and that our CRM programs reflect our multiple customer touchpoints and customer types.
• Scale new channels like SMS with experimentation and optimisation plans.
• Develop and manage the CRM budget, ensuring effective and efficient allocation of resources to drive maximum impact.
• Stay up to date with industry trends and emerging technologies and incorporate these into the CRM strategy as appropriate.

Core Competencies

• Proven experience in CRM specialist role, focused on delivering against KPIs.
• Strong experience in data analysis, with the ability to draw insights and make data-driven, customer centric decisions.
• Experience with Klaviyo, Gorgias and Shopify are preferable, but not essential.
• Good communicator, team player, ability to transmit messages cross-functionally and manage senior stakeholders.
• Strong project management skills, with the ability to manage multiple projects and priorities effectively.
• Preference to having worked in companies that have experienced high growth trajectories.
• Positive, can-do mentality with a love for innovation and out of the box thinking.

Who Are We?  

Founded in 1992 in Copenhagen, Hårklinikken’s award-winning treatment regimen is expert-formulated to help clients achieve optimal scalp health and long-lasting hair gain with product blends rich in potent botanicals. 

We’ve masterminded a diagnostic approach to hair health known as The Hårklinikken Method. Beginning with a consultation – conducted virtually or in-person at one of our clinics in New York, Beverly Hills, Copenhagen, Aarhus, Dubai, or Reykjavik – our specialists create a regimen of Hårklinikken essentials, personalised to each client’s individual needs. 

We’re on a mission to help as many people as possible achieve fuller, stronger, healthier hair with restorative products that optimise conditions for hair growth.  

Our work environment includes: 

• Modern clinics with maximum focus on quality and aesthetics
• Safe work environment
• International workforce
• Growth opportunities
• A flexible hybrid working policy
• 401k contributions
• PTO allowance
• Discounts and allowances on products and treatments

Equal Employment Opportunities

We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences, and backgrounds creates an environment that produces extraordinary results.