Manchester, UK

Scentaddict Proposition Manager

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Thu 30/11/2017

COMPANY: THE FRAGRANCE SHOP

JOB TYPE: Permanent

SALARY: Unspecified

Job Title scentaddict Proposition Manager

Report to Commercial Director

Location HQ, Trafford Park, Manchester

Working Hours Full-time, Monday-Friday

A bit about the company:

Established in 1994, The Fragrance Shop is the UK’s leading independent fragrance retailer. We showcase more than 130 fragrance brands available in over 185 stores throughout the UK, online at #removed#, and via our app and mobile site, as well as over the phone. The Fragrance Shop is on a steep growth track with many exciting new development plans on the horizon that will see us expand into new categories starting with beauty in 2017, new customer demographic groups that will come with their own specific niche and more premium brands, and further growth into new international markets.

Role Snapshot:

The scentaddict Proposition Manager will be responsible for overseeing the day-to-day delivery of scentaddict. This will initially be a UK proposition with the view to have 100,000 customers within the next 12 months. The vision of the product is to retain these customers, continue to acquire new ones and then expand into Europe. This role will need to continuously think of how we put the customer first and innovate in a way that really does challenge industry norms and truly sets us apart. The role will sit within the Ecommerce team and work closely with the Marketing, Retail, Buying & Merchandise, Warehouse and Customer Service teams to deliver a truly exceptional end to end customer experience.

Responsibilities:


·Manage the day-to-day delivery of scentaddict. This will include:

oEnsuring all Marketing collateral and content reflects the scentaddict brand (visually and TOV)

oManaging the customer communication plan for the program with the focus being on retaining the customer, increasing the number of transactions/value and turning them into brand advocates of scentaddict

oWorking with the Marketing teams to review the acquisition and retention plans (across PR, Social, Events, Instore, Media Partnerships, Creative Content, CRM)

oWorking closely with cross-functional teams (Retail, E-commerce, IT, Buying & Merchandise, Warehouse, IT and Customer Service) to ensure the end to end customer experience is seamless and always improving


·Manage the overall scentaddict budget


·Working with Finance and the CRM team to regularly measure and evaluate the programme performance against LTV of the customer


·Carry out customer research to understand, develop, and manage our scentaddict audience and regularly report useful data-driven insights


·Measure and evaluate all activities liaising closely with the BI team; regular progress reporting of results against KPIs and actionable insights to key stakeholders


·Forecasting and budgeting; budget management and further investment business cases


·Any other duties as reasonably requested

What success will look like (non-exhaustive list):


·Buy-in of the scentaddict plans from the CEO and Commercial Director


·Priority KPIs include, but not limited to:

o100,000 new customers

oRetention rate of 50% in year one and 80% for customers beyong year one


·Effective member of Ecommerce team

Experience/Skills:


·Bachelor Degree: Marketing, Business or related (or equivalent experience)


·5+ years related Marketing, Digital and/or CRM experience with demonstrated success in the role(s)


·Proven track record of understanding customer segments, improving retention and acquisition of customer


·Ability to understand the external market place, competitive landscape and commercial models


·Ability to understand business customer needs and deliver non-technical propositions that to provide real-world business benefits or influence change


·Previous experience doing customer research and producing reports with customer insight


·Previous experience in understanding complex data management systems


·Subscription experience desirable


·Loyalty Program experience desirable


·Experience managing projects and cross functional team


·Excellent interpersonal and communication skills, proven ability to effectively manage key working relationships


·Excellent organisational and time management skills, with the ability to work to tight deadlines in a fast-paced environment


·Very good attention to detail


·A passion for retail, beauty and fragrance


·Excellent persuading and influencing skills at all levels


·Demonstrate passion for the customer


·Ability to work in collaboration with various stakeholders


·Proactive, self-starter and a team player

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