POSITION: Full-Time, 40 hours/week
REPORTING TO: CFO/COO (with functional input from CEO)
RESPONSIBLE FOR: Delivering facial workouts and first-class customer service
LOCATION: HQ (London Based)

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FACEGYM is the first of its kind and a unique facial fitness experience, and is in the confidence-boosting business. Think of us as a complete gym workout for your face. We combine powerful kneading movements with our high-performance skincare, innovative tools and cutting-edge technology to tone and tighten the 40+ forgotten muscles of the face – in our studios and online at facegym.com. We are based in central London, working across the UK & USA.

Role Overview:
This broad, hands-on role will oversee the marketing function at FACEGYM; driving creative and performance-based strategies to meet business objectives across our multi-channel business, including in studio and online.

This is a mid–senior level role suited to someone who thrives in a fast-paced, scale-up environment and is confident leading cross-functional marketing delivery. While brand strategy has already been defined, this role will be responsible for executing, optimising, and evolving it across all consumer touchpoints.

The role requires both strategic thinking and operational rigour, with the ability to manage multiple stakeholders and external agency partners. It will have responsibility for oversight of brand, customer service, email marketing, web development, visual merchandising and Shopify.

This role will have 2 direct reports: Customer Service Lead and the Global Social, Influencer & Community Manager. Additionally, you will work closely with an external PR agency and paid advertising agency, graphic designer and web development agency.

Key duties and responsibilities:

Creative and Brand Execution:

• Employ the pre-defined creative strategy to ensure brand consistency across all marketing channels.
• Work closely with external graphic design and visual merchandise to conceptualize and deliver compelling visuals for the studios and in paid social media, email, and online.
• Oversee the production of all marketing assets, ensuring they align with the FACEGYM’s brand book.
• Manage content creation of both hi fi and lo fi assets by briefing and running photo shoots throughout the year
• Ensure brand guidelines are applied consistently across all physical and digital channels.

Website:

• Manage FACEGYM’s Shopify platform, ensuring smooth functionality and optimised performance.
  
• Act as the lead between FACEGYM and the web development agency, overseeing website updates and integrations.
  
• Ensure Shopify integrates seamlessly with Zenoti, Klaviyo, Gorgias, and Reviews.io.
  
• Regularly review website analytics to identify trends, optimize UX and improve conversions.
  
• Own digital content workflows across platforms to ensure timely updates and campaign alignment.

Performance Marketing:

• Develop and oversee digital marketing strategy, working with the agency to drive performance on Google, Meta and Tik Tok.
• Collaborate with the agency to manage budgets, analyse campaign data, and implement A/B testing to optimize results.
• Ensure all campaigns align with business goals and deliver measurable ROI.

Customer Service:

• Oversee the customer service function via Gorgias, creating workflows and automation to streamline processes.
• Monitor customer inquiries and complaints, ensuring issues are resolved efficiently and professionally and build out Customer service reporting.
• Develop strategies to gather and manage customer reviews through Reviews.io, analysing feedback to inform business improvements.
• Working with Systems to develop best in class studio customer service, ie automated phone lines and Zenoti campaigns.

Email marketing and loyalty through studio membership:

• Working with the external agency to manage, email marketing across Klaviyo and Zenoti, focusing on automation and personalization.
• Develop and email campaigns tailored for online, in-studio, and franchise network experiences.
• Develop a marketing strategy for studio members, to drive retention.
• Analyse performance across both platforms, optimizing email content, design, and frequency to drive open rates, click-through rates, and conversions.

Agency Management:

• Manage relationships with external agencies.
• Set clear objectives for agencies, track performance, and ensure alignment with brand and business goals.
• Ensure agency partners are briefed accurately and monitored against agreed KPIs and timelines.

Leadership and Team Management:

• Lead, coach, and develop the team, ensuring high performance and alignment with customer experience goals.
• Foster collaboration across internal and external contributors, creating a unified marketing rhythm across touchpoints.

Qualifications & Experience:

• A minimum of 5-7 years of experience in marketing in a multi-channel or scale-up business.
• Proven ability to manage Shopify stores, including app integrations and performance optimization.
• Experience managing large email databases (100,000+), ideally with Klaviyo.
• Proven track record of executing performance marketing campaigns with strong analytical skills to interpret performance data and make data-driven decisions.
• Proven experience utilising and executing creative capability
• Exceptional organisation and multitasking skills; being hands on and willing to get into the detail.
• Start-up or scale-up experience, ideally in the beauty, wellness, or lifestyle sector.
• Strong project management skills with a focus on delivering results on time and within budget.
• Experience managing external agencies and delivering through others.
• Comfortable working with performance metrics and translating data into marketing action
• Preferred but not essential: experience with Klaviyo, Gorgias, Reviews.io and Zenoti

Our brand values:

OWNERSHIP
ADAPTABILITY
TEAMWORK
RESPECT

Job benefits:

• Personal as well as friends and family discounts on our services
• 50% off FACEGYM products
• Celebrate your birthday or any special day with a paid day off
• Access to our free and confidential employee assistance program