Head of Membership

A bit about us:

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  We are expanding and are looking for a Head of Membership to join the team and be part of a growing and vibrant brand.

• 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

MyTFS is one of The Fragrance Shop’s most important customer and commercial assets, with a significant active member base and a substantial proportion of sales generated through members.

The next stage of growth is to evolve MyTFS beyond a predominantly discount-led proposition and build the UK’s leading fragrance membership community — increasing customer value, purchase frequency, retention and lifetime value while creating a genuine competitive advantage for The Fragrance Shop.

We are looking for a commercially minded, customer-led Head of Membership to lead that next phase.

The Head of Membership will lead the strategy, proposition and commercial performance of MyTFS.

This is a senior, cross-functional role responsible for identifying the biggest opportunities to grow and strengthen membership, translating customer insight and commercial opportunity into clear priorities and mobilising the wider business behind them.

The role will span membership acquisition, activation, frequency, retention, renewal, customer proposition, digital experience, member value, customer insight and commercial partnerships.

The core question:
How do we make customers materially more valuable to TFS after becoming a MyTFS member, while making MyTFS increasingly valuable to them?

• Develop and deliver the long-term MyTFS strategy and annual growth plan.
• Set clear objectives across acquisition, activation, engagement, frequency, retention, renewal and lifetime value.
• Identify the biggest customer and commercial opportunities within the existing and future member base.
• Monitor customer behaviour, market trends and competitor propositions to continually evolve the strategy.

• Continually develop the MyTFS proposition to ensure it remains compelling, relevant and differentiated.
• Build reasons to join and remain a member beyond discount alone, including value, discovery, access, exclusives, experiences and rewards.
• Develop business cases for changes to pricing, benefits and membership mechanics, balancing customer value with commercial return.

• Build a clear understanding of MyTFS economics, including member revenue, frequency, lifetime value, acquisition cost, gross margin and benefit investment.
• Increase the incremental value generated by an active MyTFS member.
• Identify opportunities to increase second purchase, repeat frequency and share of fragrance wallet.
• Work with Finance, Trading and BI to measure incremental performance and return on investment.

• Shape the end-to-end member experience across…