Head of Membership Growth & Strategy

The Fragrance Shop; Manchester; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Flexible working scheme

15 work-from-home days a year

Onsite gym facilities

Staff discounts on fragrances

Job summary

The Fragrance Shop is seeking a commercially minded Head of Membership to lead MyTFS strategy, proposition and commercial performance. You will identify opportunities to increase customer value, define priorities and mobilise teams across Marketing, CRM, Digital, Retail and Finance.

You will shape acquisition, activation, engagement, retention and lifetime value, while developing the app as the digital home of membership and driving measurable growth in customer value.

Qualifications

• Experience building customer value through membership, loyalty or subscription
• Strong commercial and customer-growth experience
• Proven ability to scale customer propositions
• Strong understanding of customer lifetime value, retention, frequency and churn
• Experience using customer data and insight to drive decisions
• Strong digital and app understanding
• Cross-functional leadership and influencing skills
• Entrepreneurial mindset with test, learn and scale

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 opportunities within the member base and translate insights into priorities
• Shape the end-to-end member experience across stores, web and app
• Establish a disciplined test-and-learn approach focused on measurable behavioural change
• Work with Finance, Trading and BI to measure incremental performance and ROI
• Lead cross-functional teams across Marketing, CRM, Brand, Digital, Retail and Technology

Job description

The Fragrance Shop is seeking a commercially minded Head of Membership to lead MyTFS strategy, proposition and commercial performance. You will identify opportunities to increase customer value, define priorities and mobilise teams across Marketing, CRM, Digital, Retail and Finance.

You will shape acquisition, activation, engagement, retention and lifetime value, while developing the app as the digital home of membership and driving measurable growth in customer value.