CRM Manager

A bit about us: Established in 1994, The Fragrance Shop is the UK’s leading independent fragrance retailer. Our aim is to make mainstream and luxury fragrances affordable and accessible to all. We showcase more than 130 fragrance brands in over 220 stores throughout the UK and online at www.thefragranceshop.co.uk. We are expanding and are looking for a CRM Manager to join the team and be part of a growing and vibrant brand.

Why you’ll love working here:

Enjoy work-life balance with our flexible working scheme - including 15 work from home days a year, duvet days and the choice to flex your working hours.

Vibrant state-of-the-art office, conveniently located in Trafford Park with great transport links and free onsite parking

No need to travel to the gym – we have one here for you! Take advantage of our free onsite gym facilities before/after work or even pop in at lunch time

Generous staff discounts on a wide range of fabulous fragrances

Excellent progression and development opportunities - work with teams who are passionate about what they do and develop your expertise within a creative and collaborative space

The role:
As CRM Manager, you are accountable for CRM as a commercial growth channel, driving engagement, retention and repeat purchase through data led, multichannel CRM activity.

You own the day to day execution and optimisation of always on CRM across Email, SMS, App/Browser Push and WhatsApp, and the ongoing management of the MyTFS membership and subscription customer lifecycle. Your focus is on delivering incremental revenue, increased customer lifetime value and measurable performance improvement.

Working closely with Ecommerce, Digital, Marketing and BI teams, you translate strategy into high performing CRM activity and provide day to day leadership to the CRM Assistant, ensuring high standards of execution, accuracy and commercial impact

What you’ll be doing:
CRM Channel Delivery

Own end to end execution and optimisation of daily CRM activity across all channels

Ensure best in class targeting, 121 personalisation, QA and in flight optimisation

Translate business priorities into commercially focused CRM activity, supporting growth in membership, subscriptions, app/digital wallet adoption, profile completion and opt in rates

Support the Head of CRM in delivering a scalable, always on CRM growth engine

Lead brand partnership CRM activity, taking a consultative, insight led approach to align partner goals with CRM strategy and execution.

Membership & Subscription

Own CRM delivery for the MyTFS membership and subscription programmes

Drive member onboarding, engagement, retention and reactivation journeys

Optimise membership communications to increase frequency, spend, retention and LTV

Manage auto‑renewal messaging and reporting, with a clear objective to reduce friction, churn and chargebacks and increase retention rate

Performance & Optimisation

Own weekly CRM performance reporting across engagement, revenue and efficiency metrics

Analyse results to identify key drivers and provide clear, prioritised optimisation recommendations

Deliver a structured test‑and‑learn roadmap, including hypothesis‑led testing and incremental uplift measurement

Collaboration & Leadership

Partner closely with Marketing, Digital, Ecommerce and BI to support key campaigns and initiatives

Communicate CRM plans, performance and learnings clearly and commercially to stakeholders

Line manage and develop the CRM Assistant, setting priorities and ensuring consistently high execution standards

What you’ll bring:

Hands‑on CRM delivery experience within retail or ecommerce

Strong experience working with CDP/CRM platforms (Bloomreach preferred)

Experience supporting or managing a loyalty, membership or subscription programme

Highly organised, detail‑focused and comfortable QA‑ing complex campaigns, segmentations

Commercially minded, with confidence interpreting engagement, revenue and incrementality metrics

Success Looks Like

CRM consistently delivers provable incremental value against agreed OKRs

Membership and subscription activity drives measurable increases in engagement, frequency and LTV

CRM execution is accurate, scalable, insight‑led and commercially credible across the business

The Fragrance Shop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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