Membership Manager

The Fragrance Shop is the UK’s premier fragrance retailer, with more than 200 stores nationwide and a high growth e-commerce business.

In December 2020, The Fragrance Shop launched My TFS – a brand new paid annual membership proposition offering customers the chance to receive an exclusive 20% off orders, along with other benefits and exclusive member perks.

Following the initial success of My TFS, we are looking for a Membership Manager with experience in subscription services / loyalty programmes to shape our future membership marketing programme and deliver a personalised customer experience which drives frequency and loyalty.

Responsibilities

• You will be responsible for end-to-end management of all My TFS member marketing, including onboarding, renewals and campaigns designed to maximise engagement, frequency and retention.
• Work with CRM team to ensure effective and efficient ‘end-to-end’ customer life cycle management, from onboarding, data collection, frequency, renewal and win-back.
• Create and develop a subscription marketing calendar designed to ‘surprise and delight’ My TFS members on a regular basis.
• Plan and implement integrated marketing campaigns for members using both online and offline channels
• Work closely with our Commercial, B&M, Retail, Brand, CRM and Digital teams to ensure member campaign executions are coordinated to maximum effect across all channels.
• Ensure all marketing activities follow GDPR compliance and CRM best practice principles.
• Deliver regular analysis, learnings and recommendations for all campaign and life cycle activity.

Who are we looking for?

Experience ‘must have’s’

• Experience of working in a subscriptions environment
• Good understanding of multi-channel marketing (online and retail)
• Experience of campaign management / coordination

‘Nice to have’s’

• Career experience in a retail / e-Commerce business.

Personal attributes we’re looking for

• Strong understanding of membership/subscription models
• Strong organisational skills.
• Enthusiasm and a ‘can do’ attitude.
• Confident communicator
• Ability to thrive in a fast-paced environment.
• Good time management, and ability to meet deadlines.

What can you expect:

Working at the UK’s largest independent fragrance retailer at our headquarters at Trafford Park you get to work for a retailer who prides itself on outstanding customer service and delivering fragrance and beauty products in a manner which best meets our customer needs. Our aim is to make mainstream and luxury fragrances affordable and accessible to all. We sell more than 200 fragrance brands in over 190 stores throughout the UK and online at www.thefragranceshop.co.uk, as well as operating a fragrance subscription service.

You can expect to join a team who work hard to achieve results and are focussed to ensure a great customer experience and you should expect to be an integral part of the team’s success. You can expect a competitive salary, along with flexible working options including an early finish on a Friday and duvet days. In addition, we also offer generous staff discount and an employee assistance programme.

The role will be based Monday-Friday at our HQ in Trafford Park, Manchester.