CRM Manager (Ecommerce)

TL;DR

CRM Manager (Ecommerce): Driving engagement, retention and repeat purchase through data-led multichannel CRM activity across Email, SMS, App/Browser Push and WhatsApp with an accent on membership and subscription lifecycle management. Focus on delivering incremental revenue, optimising customer lifetime value and providing performance reporting with test-and-learn roadmaps.

Location: Manchester (hybrid with 15 work from home days a year)

Company

UK’s leading independent fragrance retailer established in 1994 with over 220 stores and online presence at www.thefragranceshop.co.uk.

What you will do

• Own end-to-end execution and optimisation of daily CRM activity across all channels, ensuring best-in-class targeting, personalisation and QA.
• Manage CRM for MyTFS membership and subscription programmes, driving onboarding, engagement, retention and reactivation journeys.
• Deliver weekly performance reporting, analyse results and implement structured test-and-learn roadmaps for optimisation.
• Collaborate with Ecommerce, Digital, Marketing and BI teams to align CRM with business priorities and campaigns.
• Line manage and develop the CRM Assistant, providing day-to-day leadership.

Requirements

• Hands-on CRM delivery experience within retail or ecommerce.
• Strong experience with CDP/CRM platforms (Bloomreach preferred).
• Experience supporting or managing loyalty, membership or subscription programmes.
• Highly organised and detail-focused with QA skills for complex campaigns and segmentations.
• Commercially minded, able to interpret engagement, revenue and incrementality metrics.

Culture & Benefits

• Flexible working with 15 work from home days a year, duvet days and flex hours.
• State-of-the-art office in Trafford Park with free onsite parking and gym facilities.
• Generous staff discounts on fragrances.
• Excellent progression and development opportunities in a creative, collaborative environment.