Senior CRM Manager

We're looking for a fabulous Senior CRM Manager to join our customer team and play a key role in developing The Perfume Shop VIP Rewards strategy to drive growth of our VIP loyalty programme.

You'll be working closely with all areas of our business, customers and suppliers to deliver an optimised commercial, communication and engagement plan to achieve our business KPI's.

WHAT YOU'LL DO

· Work closely with The Perfume Shop commercial teams to develop our VIP customer promotional activity including always on benefits for the programme, strategic promotional overlays around KCPs and events and programmatic activity to reactivate and grow customers based on the life-cycle

· Utilise customer segmentation to target Online and Offline and cross channel messaging to drive active rate and traffic/footfall. This includes AB and multi-variable message testing, identify new channels to contact customers and utilising our customer data across digital channels.

· Work closely with our operations team to deliver key messages to our store teams to drive engagement with our VIP programme and proactively take feedback to our systems teams to improve the customer journey and improve processes to drive conversion and sign up rates.

· Build strategic partnership with our suppliers to drive effective communication with customers and create funding for our programme including added benefits for customers to improve repeat and retention rates.

· Proactively look for the latest technology and developments to improve our services and customer journey, working across departments within The Perfume Shop and ASWatson to ensure smooth delivery online, in stores and for our customers.

· Manage a CRM budget ensuring a strong return on investment for any activity and working with finance to monitor the overall CRM programme costs.

· Manage a team of direct and indirect reports developing, coaching, and mentoring them, taking ownership for conducting regular one to one meetings and appraisals in a timely manner, setting clear and achievable objectives and ensuring development plans are in place.

· Experience in a similar CRM role

· Creative insight and someone that always thinks outside the box

· You are passionate about customers and building a fantastic customer experience

· Experience managing and developing a team

· Previous experience using CRM and campaign management tools

· Demonstrable knowledge of working with large data sets and developing lifecycle programmes

· Working knowledge of Google Analytics

The Perfume Shop is part of AS Watson Group, the world's largest international health and beauty retailer operating over 16,400 stores under 12 retail brands in 28 markets, with over 130,000 employees worldwide. For the fiscal year 2023, AS Watson Group recorded revenue of US$23 billion. Every year, it is serving over 5.5 billion shoppers via its O+O (Offline plus Online) platforms, providing tech-enabled retail experience to customers offline and online.

· 25 days holiday plus bank holidays with the option to buy additional days.

· Discretionary Bonus - We love to share our success with you!

· Access to Wagestream, 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.