CRM Executive (Automation & Personalisation)

The Fragrance Shop; Manchester; Hybrid; GBP 38,000 - 46,000; Full time

Benefits offered by this job

Flexible working

15 work from home days/year

Free onsite gym

Staff discounts

Job summary

The Fragrance Shop is seeking a CRM Executive to design and optimise automated customer journeys across email, SMS, push and WhatsApp. You will deliver personalised experiences using segmentation and dynamic content, building templates with dynamic personalisation.

Work with Marketing, Digital, Data and Development teams to support data, tracking, bug fixes and campaign delivery, while monitoring performance and driving engagement, retention and revenue through lifecycle optimisation.

Qualifications

• Experience in lifecycle marketing and automated journeys across multiple channels.
• Strong data-driven approach with testing and optimisation focus.
• Attention to detail and ability to work with cross-functional teams.

Responsibilities

• Design and optimise automated customer journeys across email, SMS, push and WhatsApp.
• Deliver personalised customer experiences through segmentation, dynamic content and behavioural triggers.
• Build CRM templates integrating dynamic personalisation.
• Ensure all CRM communications are tested, approved and operating effectively.
• Collaborate with Marketing, Digital, Data and Development teams to support customer data, tracking, bug fixing and campaign delivery.
• Monitor performance, conduct continuous hypothesis testing and identify opportunities to improve engagement, conversion and customer value.
• Support CRM team with audience targeting campaign execution and CRM performance reporting.

Skills

CRM experience

Bloomreach

HTML/CSS

Segmentation

Personalisation

Analytics

Attention to detail

Collaboration

Tools

Bloomreach

Job description

Established in 1994, The Fragrance Shop is the UK’s leading independent fragrance retailer. Our aim is to make mainstream and luxury fragrances affordable and accessible to all. We showcase over 130 fragrance brands available in over 220 stores throughout UK, online at www.thefragranceshop.co.uk, and via our app and mobile site, as well as over the phone. The Fragrance Shop is on a steep growth track with many exciting new development plans. We are expanding and are looking for a CRM Executive to join the team and be part of a growing and vibrant brand.

Why you’ll love working here:

• Enjoy work-life balance with our flexible working scheme - including 15 work from home days a year, duvet days and the choice to flex your working hours.
• Vibrant state-of-the-art office, conveniently located in Trafford Park with great transport links and free onsite parking
• No need to travel to the gym – we have one here for you! Take advantage of our free onsite gym facilities before/after work or even pop in at lunch time
• Generous staff discounts on a wide range of fabulous fragrances
• Excellent progression and development opportunities - work with teams who are passionate about what they do and develop your expertise within a creative and collaborative space

Responsibilities:

• Design and optimise automated customer journeys across email, SMS, push and WhatsApp.
• Deliver personalised customer experiences through segmentation, dynamic content and behavioural triggers.
• Build CRM templates integrating dynamic personalisation.
• Ensure all CRM communications are tested, approved and operating effectively.
• Collaborate with Marketing, Digital, Data and Development teams to support customer data, tracking, bug fixing and campaign delivery.
• Monitor performance, conduct continuous hypothesis testing and identify opportunities to improve engagement, conversion and customer value.
• Support CRM team with audience targeting campaign execution and CRM performance reporting.

Experience/Skills:

• CRM Experience: Strong understanding of CRM principles, customer lifecycle marketing and automated journeys across multiple channels.
• Technical Skills: Experience using CRM platforms such as Bloomreach, working knowledge of HTML/CSS, dynamic content, segmentation and personalisation.
• Analytics & Testing: Strong analytical mindset with experience using data, testing and optimisation to improve campaign performance and customer engagement.
• Attention to Detail: Excellent accuracy, ensuring CRM journeys and communications are accurate and delivered to a high standard.
• Organisation & Collaboration: manage multiple priorities and work effectively with technical, data and commercial teams.

What you can expect

• Hands-on role within a fast-growing, multi-brand retailer.
• Opportunity to work with advanced CRM automation and personalisation technology.
• Ownership of key lifecycle journeys and customer experience initiatives.

Key Objectives:

• Increase engagement, retention, and revenue from automated CRM activity
• Improve customer lifetime value through lifecycle optimisation
• Automated journey performance reporting
• Testing insights and optimisation recommendations
• Lifecycle audience and segmentation improvements

The Fragrance Shop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Due to the high volume of applications that we receive, we are regrettably not able to respond to everyone. If you have not heard from us within four weeks of your application, please assume that on this occasion you have not been successful.