Overview
We’re looking for a fabulous CRM Manager to join our Customer & Marketing Team and play a key role in driving growth and engagement across The Perfume Shop VIP Rewards Programme. You’ll lead the development of exciting, personalised customer communications and offers that drive loyalty, repeat purchase and long‑term customer value.
You’ll manage a talented team, collaborate across the business, and use insight and data to continuously optimise our customer engagement strategy.
What you’ll do
* Build and evolve a long‑term customer communication strategy, tailored by customer lifecycle.
* Review performance and ROI of CRM activity in partnership with Business Analysts, using insight to optimise future campaigns.
* Collaborate with Buying and suppliers to deliver compelling products and offers aligned to the commercial calendar.
* Analyse supplier performance and proactively recommend improvements using business insight and industry best practice.
* Work with the wider Customer Experience teams to drive awareness and engagement with VIP Rewards across all channels.
* Partner with Data and IT teams to ensure the right technology and roadmap is in place to deliver the CRM strategy.
* Manage, coach and develop your team, setting clear objectives, conducting regular one‑to‑ones and supporting career development.
What you’ll bring
* Previous experience in a similar CRM role at a comparable level, with experience using CRM and campaign management tools.
* Proven experience managing and developing a small team.
* Strong attention to detail and a passion for customer experience.
* A creative, curious mindset with a desire to understand customer behaviour.
* Confident communication skills, with the ability to influence stakeholders.
* Excellent organisational and time‑management skills with the ability to juggle multiple priorities.
* Strong numerical and analytical capability, with experience working with large data sets and customer loyalty or lifecycle programmes.
* Working knowledge of Google Analytics.
What you’ll gain
* 25 days holiday plus bank holidays.
* DiscretionaryBonus– We love to share our success with you!
* Access to Stream, to support your financial wellbeing needs, giving you more control and flexibility with your pay.
* Hybrid Working! 3 days office and 2 days off-site.
* Access to our TPS Perks which offers you a variety of saving and discount options.
* Buy & Sell Holiday scheme and Life Assurance.
* 20% staff discount, as well as discounts at Superdrug and Three Mobile.
* Round the clock support from our partnership withRetailTrust.
* Cycle to work scheme for those who don’t mind riding up the hills of High Wycombe.
* “We’re a sociable bunch of down-to-earth people, who enjoy our work and each other’s company”
Agencies: We are not accepting speculative CVs or profiles and kindly request that you refrain from contacting us.
The Perfume Shop is an equal opportunity employer that is committed to supporting diversity and inclusion within our work environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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