CRM Executive

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A Bit About Us

Established in 1994, The Fragrance Shop is the UKs 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

Location Manchester

Discipline: Marketing

Job type: Permanent

Job ref: 007463

Published: about 1 hour ago

A Bit About Us

Established in 1994, The Fragrance Shop is the UKs 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 Executive .

Why youll 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 lunchtime
• 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

Were looking for a technically skilled CRM Executive to develop, optimise and grow engagement, revenue from automated customer journey flows and triggered communications across our entire CRM ecosystem. This role is central to enhancing customer lifecycle engagement through personalised, and data-driven messaging across email, push notifications, SMS, and WhatsAppspanning The Fragrance Shop and group brands including Scentaddict, Fraegra, Beauty-Scent, and Scent-Outlet.

What Youll Do

• Design, build, and continuously optimise automated CRM journeys triggered by customer behaviours and lifecycle milestones.
• Ensure all automated flows are rigorously tested, approved, and running reliably 24/7.
• Collaborate with the development team to ensure tracking is correctly implemented and data flows are efficient and scalable.
• Monitor journey performance and deliver actionable insights to improve conversion and retention through structured testing programmes.
• Integrate multi-channel CRM (email, SMS, push, WhatsApp) into lifecycle flows to maximise engagement.
• Support the Performance team with audience setup, maintenance, and optimisation for paid media campaigns.
• Maintain strong domain reputation and ensure high inbox placement across all brands and markets.
• Regular reporting on trading results, tests and associated activities
• Provide support to the CRM team on daily trading campaigns when required through peak consumption periods, occasional holiday cover.

Success Metrics

• Revenue growth from CRM channels.
• Increased customer lifetime value and retention.
• Growth in engagement and revenue from automated flows.
• Database growth and improved segmentation accuracy.
• High inbox delivery rates and domain reputation scores.

What Youll Bring

• 23 years of hands-on CRM experience, ideally within e-commerce.
• Strong understanding of customer lifecycle marketing and automation.
• Experience with platforms such as Bloomreach / Exponea or similar.
• Practical experience with dynamic, personalised content across CRM channels.
• Skilled in data analysis, segmentation, and A/B/multivariate testing.
• Familiarity with Jinja, HTML/CSS, and Google Analytics.
• Analytical mindset with strong attention to detail.
• Excellent time management and communication skills.
• Proactive, collaborative, and adaptable to a fast-paced environment.

How To Apply

Simply upload your CV via our careers page.

Join us now and help shape the future of fragrance retail!

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

Due to the high volume of applications that we receive, we are regrettably not able to respond to everyone. If you have not heard from us within four weeks of your application, please assume that on this occasion you have not been successful.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing

• Industries

  Marketing Services

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