Head of Customer Strategy — Hybrid, Bonus & Perks

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

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.