Head of Customer Strategy

The Perfume Shop; High Wycombe; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Company car/allowance

Annual bonus scheme

25 days holiday + bank holidays + buy

Private healthcare

Hybrid working

Pension scheme

TPS Perks

Staff discount

Retail Trust support

Stream access

Cycle to work

Job summary

The Perfume Shop is seeking an exceptional Head of Customer Strategy to voice the customer and help bring our business strategy to life. This is a hands-on leadership role, translating insights into clear priorities and practical actions across every channel of the customer journey.

Based in High Wycombe with hybrid working, you will build and develop a winning team, partnering across Brand, CRM and Retail to embed customer insight into delivery and continuous improvement.

Qualifications

• Exceptional leadership and ability to develop and motivate teams.
• Hands-on leadership with strategic problem-solving and delivery.
• Experience using customer, behavioural and commercial data to shape decisions.
• Experience leading customer strategy, insight, or CRM in retail or customer-focused orgs.
• Ability to simplify complexity and influence senior stakeholders.
• Collaborative and commercially focused with a track record of turning insight into outcomes.

Responsibilities

• Translate business and customer strategy into clear priorities and actionable plans.
• Lead from the front, building and inspiring a winning customer strategy team.
• Use customer and commercial data to identify opportunities and amplify plans.
• Own end‑to‑end customer journeys from acquisition to loyalty and advocacy.
• Partner with Brand, CRM, Digital, Retail, Tech, Customer Services and Operations to embed insights.
• Champion a test‑and‑learn approach to turn insight into action and improve performance.

Skills

Leadership

Hands-on

Data-driven

CRM/retail experience

Stakeholder influence

Strategic execution

Job description

We’re looking for an exceptional, hands-on Head of Customer Strategy to become the voice of our customer and help bring our business strategy to life.

This isn’t about creating a strategy in isolation. You’ll use customer, behavioural and commercial data to identify where we can amplify our plans, turning insight into clear priorities, practical action and measurable results.

Working alongside teams across the business, you’ll lead from the front, build and develop a winning team, and ensure brilliant customer thinking translates into brilliant execution across every channel and stage of the customer journey.

This is a 12-month fixed term contract.

WHAT YOU’LL DO

• Bring our business and customer strategy to life, translating it into clear priorities, practical plans and measurable outcomes.
• Lead from the front as a hands‑on people leader, building, developing and inspiring a winning customer strategy team.
• Use customer, behavioural and commercial data to identify where we can strengthen and amplify our plans.
• Own the development and improvement of end‑to‑end customer journeys, from acquisition and engagement through to loyalty and advocacy.
• Partner with Brand, CRM, Digital, Retail, Technology, Customer Services and Operations to embed customer insight into decisions, roadmaps and delivery.
• Champion a test‑and‑learn approach, helping teams turn insight into action and continuously improve customer and commercial performance.

WHAT YOU’LL BRING

• Exceptional people leadership, with experience building, developing and motivating teams to deliver ambitious goals.
• A hands‑on leadership style, with the ability to move confidently between strategic thinking, problem‑solving and practical delivery.
• Experience using customer, behavioural and commercial data to shape decisions, prioritise opportunities and improve performance.
• Experience leading customer strategy, insight, customer experience or CRM within a retail or customer‑focused organisation.
• The ability to simplify complexity, create clear direction and influence senior stakeholders across different business areas.
• A collaborative and commercially focused approach, with a track record of turning strategy and insight into measurable customer outcomes.

WHAT YOU’LL GAIN

• Company Car or car allowance
• Annual bonus scheme based on personal and business KPI’s
• 25 days holiday plus bank holidays and the option to buy up to a further 5 days.
• Private healthcare options.
• Hybrid Working - 3 days based in our office in High Wycombe, with up to 2 days off-site.
• Pension scheme and Life Assurance.
• Access to our TPS Perks which offers you a variety of saving and discount options.
• 20% staff discount, as well as discounts at Superdrug and Three Mobile.
• Round the clock support from ourpartnership withthe Retail Trust.
• Access to Stream, to support your financial wellbeing needs, giving you more control and flexibility with your pay.
• Cycle to work scheme for those who don’t mind riding up the hills of High Wycombe.

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.