CRM Executive (Automation & Personalisation)

Per-Scent; Manchester; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Flexible working hours

Work from home days

Duvet days

Free onsite gym

Staff discounts

Free onsite parking

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 through segmentation and behavioural triggers, and build templates with dynamic content.

Collaborating with Marketing, Digital and Data teams, you will test, measure and report on CRM performance to drive engagement and revenue. The role offers flexible working and a vibrant office environment in Trafford Park.

Qualifications

• Strong understanding of CRM principles and customer lifecycle marketing across multiple channels.
• Experience with automated journeys and multichannel campaigns.
• Working knowledge of HTML/CSS, dynamic content and personalisation.

Responsibilities

• Design and optimise automated customer journeys across email, SMS, push and WhatsApp.
• Deliver personalised customer experiences through segmentation and triggers.
• Build CRM templates with dynamic personalisation.
• Ensure CRM communications are tested, approved and accurate.
• Collaborate with Marketing, Digital, Data and Development teams for data, tracking and campaign delivery.
• Monitor performance and run hypothesis testing to improve engagement and value.
• Support audience targeting and CRM performance reporting.

Skills

CRM principles

Lifecycle marketing

Bloomreach

HTML/CSS

Segmentation

Personalisation

Tools

Bloomreach

Job description

A bit about the company:

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 aCRM 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

Deliverables:

• 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.