CRM & Loyalty Manager - THG Nutrition

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?

Role: CRM & Loyalty Manager

Brand / Business Unit: CRM | Myprotein

Reporting to: Head of Retention & Loyalty

Location: THG ICON 1, 7-9 Sunbank Lane, WA15 0AF (Fully office based)

THG Nutrition :

THG Nutrition is home to some of the best loved and most trusted names in wellbeing and nutrition, including Myprotein, the world's largest online sports nutrition brand, and its family of brands, Myvegan, Myvitamins and MP Activewear. Our brands and people exist to break boundaries; to power and empower those who want more.

Role Overview

The CRM & Loyalty Manager is responsible for owning and optimising the full customer lifecycle across CRM channels for Myprotein within THG Nutrition, driving retention, repeat purchase, and lifetime value through data-led, multi-channel marketing at scale.

Key Responsibilities

Lifecycle Ownership

•

• Own the end-to-end CRM customer lifecycle across acquisition, onboarding, retention and reactivation, defining key lifecycle moments that enhance engagement and customer experience.
• Optimise CRM journeys across web and app using personalised communications, segmentation and engagement strategies to drive loyalty, repeat purchase behaviour and customer lifetime value.
• Develop and execute loyalty initiatives including rewards and personalised experiences that strengthen customer relationships, increase retention and encourage brand advocacy.

Segmentation & Personalisation

• Develop and refine customer segmentation strategies using behavioural, transactional and lifecycle data
• Deliver highly personalised and targeted communications to improve engagement and conversion
• Continuously optimise targeting strategies to increase relevance and performance

Multi-Channel Campaign Delivery & Commercial Alignment

• Plan and execute CRM campaigns across email, SMS, push notifications and on-site messaging aligned to trading calendars and product launches
• Build and optimise automated lifecycle journeys including welcome, abandonment, post-purchase, replenishment and win-back flows
• Partner with brand, marketing and ecommerce teams to ensure CRM activity supports commercial priorities and revenue targets

Experimentation & Optimisation

• Lead structured A/B testing across content, timing, incentives & creative execution
• Analyse test results to identify performance drivers & customer behaviour insights
• Apply learnings to continuously improve retention, conversion rates & CLTV

Data & Performance Reporting

• Monitor and analyse CRM performance across key metrics including open rate, CTR, conversion rate, revenue per send and retention
• Translate performance data into actionable insights and strategic recommendations
• ·Report on campaign effectiveness and lifecycle performance to key stakeholders across the business

Role Requirements

• Proven experience in CRM, lifecycle marketing, or retention-focused roles within ecommerce
• Strong understanding of customer segmentation, behavioural marketing and lifecycle strategy
• Experience working with CRM and marketing automation platforms (e.g. Braze, Bloomreach, Klaviyo etc)
• Commercial mindset with ability to link CRM activity to revenue and customer lifetime val