Head of Membership Growth & Experience

The Fragrance Shop; Manchester; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Flexible working scheme with 15 WFH/yr

Free onsite gym facilities

Staff discounts on fragrances

Onsite parking

Progression opportunities

Equal opportunity employer

Job summary

The Fragrance Shop is seeking a commercially minded Head of Membership to lead MyTFS, shaping strategy, proposition and commercial performance. This senior role will drive acquisition, activation, retention and lifetime value, coordinating Marketing, CRM, Finance, Technology and BI to maximise member value.

You will build a differentiated member proposition with value beyond discounts, and oversee the member experience across stores, web and app, with a focus on measurable, incremental growth in

Qualifications

• Proven experience developing and scaling customer propositions.
• Strong understanding of customer lifetime value, retention, frequency and churn.
• Experience using customer data and insight to drive decisions.
• App and digital platform understanding and delivery.
• Experience in retail, beauty, or digital marketplaces is valuable.

Responsibilities

• Develop and deliver the long-term MyTFS strategy and annual growth plan.
• Set clear objectives across acquisition, activation, engagement, frequency, retention, renewal and lifetime value.
• Identify the biggest customer and commercial opportunities within the existing and future member base.
• Monitor customer behaviour, market trends and competitor propositions to evolve the strategy.
• Shape the end-to-end member experience across stores, web and app.

Skills

Strong commercial and customer-growth

Cross-functional leadership

Data-driven decisions

App & digital understanding

Retail/digital marketplace experience

Tools

CRM platforms

Analytics / BI tools

App analytics

Job description

The Fragrance Shop is seeking a commercially minded Head of Membership to lead MyTFS, shaping strategy, proposition and commercial performance. This senior role will drive acquisition, activation, retention and lifetime value, coordinating Marketing, CRM, Finance, Technology and BI to maximise member value.

You will build a differentiated member proposition with value beyond discounts, and oversee the member experience across stores, web and app, with a focus on measurable, incremental growth in