Senior CRM & Loyalty Growth Lead

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

Benefits offered by this job

25 days holiday

Discretionary Bonus

Hybrid Working

TPS Perks

Buy & Sell Holiday

Life Assurance

Staff discount

Job summary

The Perfume Shop Limited is seeking a strategic Customer Loyalty Manager to shape our CRM and loyalty strategy and drive customer engagement. You’ll lead the loyalty proposition and CRM programme, partnering with cross-functional teams to boost retention, growth, and profitability.

Salary up to £50,000 per year. This role offers hybrid working and perks, with a focus on delivering customer value and commercial performance.

Qualifications

• Experience in CRM, loyalty or customer marketing at senior level.
• Experience developing customer strategies or loyalty propositions.
• Strong strategic thinking and commercial awareness.
• Ability to influence stakeholders and set direction across teams.
• Strong analytical skills and use of performance insights.
• Passion for customers and long-term value.

Responsibilities

• Lead delivery of 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.

Skills

CRM

Loyalty marketing

Stakeholder influence

Data-driven decisions

Team leadership

Job description

The Perfume Shop Limited is seeking a strategic Customer Loyalty Manager to shape our CRM and loyalty strategy and drive customer engagement. You’ll lead the loyalty proposition and CRM programme, partnering with cross-functional teams to boost retention, growth, and profitability.

Salary up to £50,000 per year. This role offers hybrid working and perks, with a focus on delivering customer value and commercial performance.