Senior Customer Behaviour Executive

The Perfume Shop; High Wycombe; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Discretionary Bonus

Stream pay access

Hybrid Working

TPS Perks

Buy & Sell Holiday

Life Assurance

Staff discount (20%+)

Discounts at partners

RetailTrust support

Cycle to work

Job summary

The Perfume Shop in the United Kingdom is seeking a Senior Customer Behaviour Executive to join our Customer team, helping us understand customers and shape experiences that matter. You will translate insights into actions that improve engagement, personalise journeys and loyalty, collaborating with CRM, Digital and Brand teams in a hybrid working model.

You will turn customer data and feedback into clear recommendations, track impact and guide the business on customer experience improvements.

Qualifications

• Experience in an insight, customer, CRM or analytics-focused role.
• Experience using customer data, feedback or behavioural analysis to identify insights.
• Strong analytical and problem-solving skills with turning data into recommendations.
• Excellent communication and storytelling to influence stakeholders.
• Understanding of customer behaviour, engagement and loyalty drivers.

Responsibilities

• Interpret data, feedback and insights to identify trends and opportunities.
• Combine VOC insights to provide a clear view of customer needs and behaviours.
• Translate behaviour and feedback into actionable recommendations for engagement.
• Partner with CRM, Digital and Brand teams to shape journeys and personalisation.
• Present insights in an engaging, accessible way for stakeholders.
• Track impact of customer-focused changes and identify further opportunities.

Skills

Insight analytics

CRM analytics

Analytical thinking

Storytelling

Stakeholder influence

Customer behaviour

Job description

We're looking for an insight-driven Senior Customer Behaviour Executive to join our Customer team and play a key role in helping us better understand our customers and the experiences that matter most to them.

You'll help build a deeper understanding of how our customers think, feel and behave, using insight to shape how we engage, communicate and build long-term relationships. Working as part of the Insight Team, you'll specialise in understanding customer behaviour and translating insight into actions that improve customer experience and business performance.

What You'll Do

• Interpret customer data, feedback and insight outputs to identify trends, patterns and opportunities that help shape business decisions.
• Bring together Voice of Customer insight, combining qualitative and quantitative feedback to create a clear view of customer needs and behaviours.
• Translate customer behaviour, sentiment and feedback into clear recommendations that improve customer engagement and lifecycle experiences.
• Partner with CRM, Digital and Brand teams to ensure insight informs customer journeys, personalisation, content and experience design.
• Present insight in a way that is engaging, accessible and actionable for stakeholders across the business.
• Track the impact of customer-focused changes and identify further opportunities to improve customer experience and engagement.

What You'll Bring

• Experience in an insight, customer, CRM or analytics-focused role.
• Experience working with customer data, feedback or behavioural analysis to identify meaningful insights.
• Strong analytical and problem-solving skills, with the ability to turn complex information into practical recommendations.
• Excellent communication and storytelling skills, with the ability to influence and engage a range of stakeholders.
• A strong understanding of customer behaviour, engagement and loyalty drivers.
• A collaborative, customer-focused approach and a genuine interest in improving customer experiences.

What You'll Gain

• Discretionary Bonus - We love to share our success with you!
• Access to Stream, to support your financial wellbeing needs, giving you more control and flexibility with your pay.
• Hybrid Working! 3 days office and 2 days off-site.
• Access to our TPS Perks which offers you a variety of saving and discount options.
• Buy & Sell Holiday scheme and Life Assurance.
• 20% staff discount, as well as discounts at Superdrug and Three Mobile.
• Round the clock support from our partnership with RetailTrust.
• Cycle to work scheme for those who don't mind riding up the hills of High Wycombe.

"We're a sociable bunch of down-to-earth people, who enjoy our work and each other's company"

Agencies: We are not accepting speculative CVs or profiles and kindly request that you refrain from contacting us.

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.