Customer Journey Executive

The Perfume Shop; High Wycombe; On-site; GBP 32,000 - 42,000; Full time

Job summary

The Perfume Shop is seeking a Customer Journey Executive to bring our CRM strategy to life through relevant, connected customer communications. You will support the activation of customer journeys that drive engagement, retention and long-term value across channels.

Working with CRM, Customer Strategy, Digital Marketing, Commercial and Creative teams, you’ll use segmentation and campaign performance data to deliver the right message at the right time and through the right channel.

Qualifications

• Experience supporting projects, campaigns or customer communications and working with wider teams on delivery.
• Strong understanding of customer communications, segmentation and lifecycle marketing including CRM channels.

Responsibilities

• Support the activation of customer communications across channels, aligning with needs and objectives.
• Collaborate with CRM Manager to deliver lifecycle, engagement and retention campaigns.
• Use segmentation and behavioural insight to target customers at the right time and channel.
• Coordinate activity with suppliers, brand partners and the Creative team, including briefing, testing and reporting.
• Monitor campaign performance and share actionable learnings to improve engagement and personalization.

Skills

CRM experience

Campaign management

Data insights

MS Office

Communication skills

Time management

Tools

Microsoft Office

Job description

We’re looking for a fabulous Customer Journey Executive to join us and help bring The Perfume Shop’s CRM strategy to life through relevant, connected customer communications.

You’ll support the activation of customer journeys that drive engagement, retention and long-term customer value. Working closely with CRM, Customer Strategy, Digital Marketing, Commercial and Creative teams, you’ll use insight, segmentation and campaign performance to help deliver the right message to the right customer, at the right time and through the right channel.

WHAT YOU’LL DO

• Support the activation of customer communications across channels, ensuring activity aligns with customer needs, trading priorities and commercial objectives.

• Work with the CRM Manager to deliver customer lifecycle, engagement and retention campaigns that build meaningful customer connections.

• Use customer segmentation, targeting and behavioral insight to support a right customer, right time, right channel approach.

• Partner with Customer Strategy and Digital Marketing teams to help create joined-up online and offline customer journeys.

• Coordinate campaign activity with suppliers, brand partners and the Creative team, including briefing, testing, deployment and reporting.

• Monitor campaign performance and share clear, actionable learnings to improve engagement, conversion, retention and personalisation.

WHAT YOU’LL BRING

• Previous experience in a similar role or within marketing, CRM, digital marketing, customer service, retail or another relevant environment.

• Experience supporting projects, campaigns or customer communications and working with wider teams on delivery.

• An understanding of customer communications, segmentation, targeting and lifecycle marketing, including CRM channels such as email, SMS and push.

• Experience using data, reporting or customer insight to support decisions and improve campaign performance.

• Strong communication, organisation and time management skills, with excellent attention to detail.

• A customer-focused, curious and proactive approach, plus confidence using Microsoft Office, including Word, PowerPoint and Excel.

WHAT YOU’LL GAIN

• Hands-on experience in CRM and customer lifecycle marketing.

• The opportunity to work with a wide range of teams, suppliers and brand partners.

• Experience activating customer communications across email, SMS, push and wider channels.

• The chance to develop your skills in customer insight, segmentation and personalisation.

• Experience analysing campaign performance and turning results into actionable learnings.

• The opportunity to explore AI and emerging technologies to support smarter ways of working.

“We’re a sociable bunch of down-to‑earth people, who enjoy our work and each other’s company”

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.