Customer Loyalty Manager

The Perfume Shop; High Wycombe; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

25 days holiday

Discretionary bonus

Hybrid working

TPS Perks discounts

Staff discount

Job summary

The Perfume Shop is seeking a strategic Customer Loyalty Manager to shape and evolve our CRM and loyalty strategy. You will lead the loyalty proposition and CRM programme to drive engagement, repeat purchases and profitable growth, working with the Head of Customer and cross‑functional teams.

Hybrid working with 3 days in the office and 2 days off-site. You will own KPIs and partner across teams to embed loyalty into broader business plans.

Qualifications

• Experience in a CRM, loyalty or customer marketing role at senior level.
• Proven track record developing customer strategies or loyalty propositions that drive results.
• Strong strategic thinking and commercial awareness.
• Ability to influence stakeholders and align cross-functional teams.
• Analytical mindset with use of performance insights to shape activity.

Responsibilities

• Lead CRM and loyalty strategy delivery to drive retention, engagement and profitability.
• Define and develop a compelling loyalty proposition with measurable value for members.
• Own CRM and loyalty KPIs and monitor performance for value and return.
• Partner with Digital, Data, Technology, Buying, Brand and Customer Operations to embed CRM & loyalty in plans.
• Lead the roadmap for CRM and loyalty, improve personalisation and future capability.
• Coach and develop the team to perform at their best.

Skills

CRM

Loyalty

Customer marketing

Strategic thinking

Stakeholder influence

Analytics

Job description

We’re looking for a strategic and customer-focused Customer Loyalty Manager to join our Customer team and play a key role in shaping and evolving The Perfume Shop’s CRM and loyalty strategy.

You’ll lead the development of our loyalty proposition and CRM programme, helping to drive customer engagement, repeat purchase and long-term profitable growth. Working closely with the Head of Customer and cross‑functional teams, you’ll ensure CRM and loyalty are powerful drivers of both customer and commercial performance.

Salary: Up to £50,000 per annum

What You’ll Do

• Lead the delivery of our CRM and loyalty strategy, translating priorities into clear plans that support customer retention, engagement, sales growth and profitability.
• Define and develop a compelling loyalty proposition that delivers meaningful value for members and helps differentiate The Perfume Shop in the market.
• Own CRM and loyalty KPIs, monitoring performance and ensuring activity delivers both customer value and commercial return.
• Build strong partnerships across Digital, Data, Technology, Buying, Brand and Customer Operations teams to embed CRM and loyalty into wider business plans.
• Lead the CRM and loyalty roadmap, identifying opportunities to improve personalisation, customer experience, efficiency and future capability.
• Coach, develop and support your team, creating an environment where people can thrive and perform at their best.

What You’ll Bring

• Experience in a CRM, loyalty or customer marketing role, with experience operating at a senior level.
• Experience developing customer strategies, lifecycle programmes or loyalty propositions that drive measurable results.
• Strong strategic thinking and commercial awareness, with the ability to connect customer needs with business goals.
• The ability to influence stakeholders, build alignment and create clear direction across teams.
• Strong analytical and decision‑making skills, with experience using performance insights to shape future activity.
• A passion for customers, loyalty and creating experiences that deliver long‑term value.

What You’ll Gain

• 25 days holiday plus bank holidays.
• Discretionary Bonus – 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 with RetailTrust.
• 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”

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.