At a Glance
- Tasks: Drive CRM strategies to boost engagement and retention in a vibrant retail environment.
- Company: The Fragrance Shop, the UK's leading independent fragrance retailer since 1994.
- Benefits: Flexible working, onsite gym, generous discounts, and excellent career progression.
- Other info: Dynamic team culture focused on creativity and collaboration.
- Why this job: Join a growing brand and make a real impact in fragrance retail.
- Qualifications: Experience in CRM delivery and familiarity with CDP/CRM platforms.
The predicted salary is between 40000 - 50000 € per year.
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. 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:
- 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.
- 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 in 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.
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.
CRM Manager in Manchester employer: The Fragrance Shop
At The Fragrance Shop, we pride ourselves on being an excellent employer, offering a vibrant work culture that prioritises work-life balance with flexible working options, including 15 work from home days and duvet days. Our state-of-the-art office in Trafford Park is not only conveniently located but also features free onsite gym facilities, generous staff discounts, and ample opportunities for professional growth within a passionate team dedicated to making fragrances accessible to all.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at The Fragrance Shop. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or examples of successful CRM campaigns, bring them along to interviews. It’s a great way to demonstrate your hands-on experience and creativity.
✨Tip Number 3
Prepare for the interview by understanding The Fragrance Shop’s brand and values. Tailor your answers to show how your experience aligns with their mission of making fragrances accessible to everyone.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the team at The Fragrance Shop.
We think you need these skills to ace CRM Manager in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the CRM Manager role. Highlight your hands-on CRM delivery experience and any work with CDP/CRM platforms, especially Bloomreach. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about fragrance retail and how you can drive engagement and retention. Let us know what makes you the perfect fit for our vibrant team.
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your impact in previous roles. We love numbers, so if you can quantify your success in driving membership or subscription growth, even better!
Apply Through Our Website:Don’t forget to apply through our careers page! It’s the easiest way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at The Fragrance Shop
✨Know Your CRM Stuff
Make sure you brush up on your CRM knowledge, especially around platforms like Bloomreach. Be ready to discuss your hands-on experience and how you've driven engagement and retention in previous roles.
✨Showcase Your Analytical Skills
Prepare to talk about how you've used data to optimise CRM activities. Bring examples of how you've analysed performance metrics and made recommendations that led to measurable improvements.
✨Understand the Brand
Familiarise yourself with The Fragrance Shop's mission and values. Think about how you can align your CRM strategies with their goal of making fragrances accessible and affordable, and be ready to share your ideas.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle specific CRM challenges, like improving membership engagement or reducing churn. Prepare structured responses that highlight your problem-solving skills and strategic thinking.
