CRM Manager

Per-Scent; Manchester; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Flexible working hours & WFH days

Duvet days

Free onsite gym

Free onsite parking

Staff discounts on fragrances

Career progression opportunities

Job summary

The Fragrance Shop is seeking a CRM Manager to drive engagement, retention and revenue through data-led, multichannel CRM activity in the UK market.

You will own the day-to-day execution across Email, SMS, App/Browser Push and WhatsApp, manage the MyTFS membership lifecycle and collaborate with Ecommerce, Digital, Marketing and BI. Lead and develop the CRM Assistant while delivering measurable performance uplift.

Qualifications

• Hands-on CRM delivery experience within retail or ecommerce.
• Strong experience working with CDP/CRM platforms (Bloomreach preferred).
• Experience supporting or managing a loyalty, membership or subscription programme.
• Highly organised, detail-focused and comfortable QA-ing complex campaigns, segmentations.
• Commercially minded, with confidence interpreting engagement, revenue and incrementality metrics.

Responsibilities

• Own end-to-end CRM execution across channels.
• Lead targeting, personalisation, QA and in-flight optimisation.
• Translate priorities into CRM activity to grow membership, subscriptions and app adoption.
• Manage MyTFS membership lifecycle and onboarding journeys.
• Provide weekly performance reporting and optimisation recommendations.
• Lead and develop the CRM Assistant.
• Collaborate with Marketing, Digital, Ecommerce and BI on campaigns.

Skills

CRM delivery

CDP platforms

Membership programs

QA & segmentation

Revenue analytics

Tools

Bloomreach

Job description

A bit about us:

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 more than 130 fragrance brands in over 220 stores throughout the UK and online at www.thefragranceshop.co.uk. We are expanding and are looking for aCRM Managerto 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

Role Overview:

As CRM Manager, you are accountable for CRM as a commercial growth channel, driving engagement, retention and repeat purchase through data‑led, multichannel CRM activity.

You own the day‑to‑day execution and optimisation of always‑on CRM across Email, SMS, App/Browser Push and WhatsApp, and the ongoing management of the MyTFS membership and subscription customer lifecycle. Your focus is on delivering incremental revenue, increased customer lifetime value and measurable performance improvement.

Working closely with Ecommerce, Digital, Marketing and BI teams, you translate strategy into high‑performing CRM activity and provide day‑to‑day leadership to the CRM Assistant, ensuring high standards of execution, accuracy and commercial impact.

Key Accountabilities

CRM Channel Delivery

• Own end‑to‑end execution and optimisation of daily CRM activity across all channels
• Ensure best‑in‑class targeting, 121 personalisation, QA and in‑flight optimisation
• Translate business priorities into commercially focused CRM activity, supporting growth in membership, subscriptions, app/digital wallet adoption, profile completion and opt‑in rates
• Support the Head of CRM in delivering a scalable, always‑on CRM growth engine

• Lead brand partnership CRM activity, taking a consultative, insight‑led approach to align partner goals with CRM strategy and execution.

Membership & Subscription

• Own CRM delivery for the MyTFS membership and subscription programmes
• Drive member onboarding, engagement, retention and reactivation journeys
• Optimise membership communications to increase frequency, spend, retention and LTV
• Manage auto‑renewal messaging and reporting, with a clear objective to reduce friction, churn and chargebacks and increase retention rate

Performance & Optimisation

• Own weekly CRM performance reporting across engagement, revenue and efficiency metrics
• Analyse results to identify key drivers and provide clear, prioritised optimisation recommendations
• Deliver a structured test‑and‑learn roadmap, including hypothesis‑led testing and incremental uplift measurement

Collaboration & Leadership

• Partner closely with Marketing, Digital, Ecommerce and BI to support key campaigns and initiatives
• Communicate CRM plans, performance and learnings clearly and commercially to stakeholders

Line manage and develop the CRM Assistant, setting priorities and ensuring consistently high execution standards

Skills & Experience

• Hands‑on CRM delivery experience within retail or ecommerce
• Strong experience working with CDP/CRM platforms (Bloomreach preferred)
• Experience supporting or managing a loyalty, membership or subscription programme
• Highly organised, detail‑focused and comfortable QA‑ing complex campaigns, segmentations
• Commercially minded, with confidence interpreting engagement, revenue and incrementality metrics

Success Looks Like

• CRM consistently delivers provable incremental value against agreed OKRs
• Membership and subscription activity drives measurable increases in engagement, frequency and LTV
• CRM execution is accurate, scalable, insight‑led and commercially credible across the business

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.