Head of Retention CRM
hace 6 días
London
Fresh Food, Happy Dogs. \n We believe dogs deserve the healthiest, most natural and tastiest meals - with none of the nasties. That’s why we make FRESHly prepared food, cooked just like you would at home and delivered direct to our customers in perfect portions. As a B-Corp certified company, you’re joining a sustainable business that genuinely cares about our people, our products and our impact on the planet. Our goal is simple: to help dogs live healthier, happier, and longer lives, while leaving humans smiling after every interaction. \n We’ve come a long way since our co-founders (Kev & Dave), hand delivered the very first Butternut Box. Today, we feed hundreds of thousands of hungry dogs across the UK and Europe - but we won’t stop until we’re feeding dogs everywhere. To get there, we need a team of brilliant people who share that ambition to come and work for us. \n ?? The job: \n Please note that this role will close on: 25th September 2026. \n We are looking for a strategic, commercially-obsessed Head of Retention CRM to own the experience of our customers. This is a brand-new role designed to take our CRM function from a "reactive service" to a proactive, world-class lifecycle engine. Reporting to our Director of CRM & Commercial, you will lead a talented team of 4-5 to own the end-to-end customer lifecycle across 10+ markets. \n You’ll be the architect of our CRM strategy - optimising our tech stack (we use Iterable and SMS at scale), refining our event-based journeys, and ensuring every touchpoint, from the first "hello" to a re-onboarding journey, is optimised for both RoI and customer delight lens. This role is not about open and click rates; it’s about LTV, churn prevention, and commercial impact. \n ? What you’ll do: \n Strategy & Architecture \n\n • Lead the North Star: Own the end-to-end CRM lifecycle strategy across the active customer journey: onboarding, engagement, upsell, churn prevention and re-onboarding.\n, • Scale the Plumbing: Design and execute a CRM architecture that works seamlessly across international markets, ensuring quick delivery times and low incident rates.\n, • Break the Silos: Partner with Digital Product, Marketing, and Customer Love to ensure CRM is integrated into the wider customer experience, not just an island.\n\n Commercial & Financial Ownership \n\n • Own the Numbers: You are directly responsible for revenue-impacting KPIs: retention rates, churn deflection performance, engagement.\n, • Prove&Prioritise: You’ll help define how lifecycle CRM is measured and attributed and how competing initiatives can be prioritised accordingly.\n, • CRM Vendor Management: Manage CRM vendor relationships, renegotiate contracts and explore new options to increase RoI.\n\n People Leadership \n\n • Manage the Managers: You’ll lead a team of 4.\n, • Coaching & Upskilling: Your goal is to inspire and elevate the team, helping them hit their objectives while fostering a culture of innovation and accountability.\n\n ?? What we're looking for: \n\n • CRM Expert - You have strong experience managing CRM programmes and teams across 5+ markets and languages and across different remits\n, • Lifecycle Architect - Significant experience designing and executing customer journeys\n, • D2C/Subscription Expert: You have deep experience in a high-growth subscription or high purchase frequency ecommerce environment. You understand the "habit formation" required to keep customers coming back.\n, • Commercial Navigator: You think in terms of P&L. You're fluent in retention curves, LTV, discount economics and subscription churn, and you're comfortable building business cases and making ROI-driven trade-offs.\n, • Focused Prioritisation: You've run a function with far more inbound than capacity. You're assertive, you prioritise ruthlessly, and you have the humility to listen and the confidence to push back on low-impact requests.\n, • Analytical Rigour: You don't just report on data; you find the "so what." You're comfortable with test vs control, cohort analysis and incrementality, and you can attribute impact in areas where it isn't obvious.\n, • Tech-Savvy: You know your way around a modern CRM stack. You can partner effectively with Engineering and Data teams to launch scalable templates, event schemas, deliverability measurement.\n, • Empathetic Leader: You’re a "people first" leader who enjoys coaching senior individual contributors and managers. You have the humility to listen and the assertiveness to push back on low-impact requests.\n, • Dog Lover: It’s a plus if you have a furry friend at home, but a love for dogs is mandatory! ??\n\n ? The interview process: \n\n • Initial call with your dedicated Talent Acquisition Partner, carried out remotely.\n, • Skills interview, for 90 minutes, in person. This stage will include an in interview task.\n, • Behaviours interview, for 45 minutes, followed by two 45 minute Leadership interviews with members of our C-suite in person.\n\n We usually expect our interview process to take 3-5 weeks, end to end. \n ?? Our benefits: \n\n • 25 days holiday (plus 8 bank holidays) and an additional day for every year of service up to 5 years\n, • 5 additional, paid 'paws' days off per year dedicated to your learning, development or personal wellbeing. Hit pause when you need it most\n, • £500 personal learning & development budget to sharpen your skills\n, • Share options grant - everyone owns a piece of Butternut's success.\n, • A significant discount on our Fresh food, to keep your own dogs as healthy as our customers\n, • Enhanced parental leave\n, • Flexible core working hours\n, • Cycle to work scheme\n, • Pension with NEST\n, • Private Medical Insurance with Vitality\n, • Private Dental Insurance with Bupa\n, • Paid time off for fertility treatments and pregnancy loss\n, • Paid sabbaticals for squad members with 5 or more years service at Butternut\n, • Discounted gym access through MyGymDiscounts\n, • Lots of office dogs (Ajax, Peggy, Chief, Louis, Hansen, Winnie and many more….)\n\n ?? Important things to note: \n\n • We recommend getting your application in as soon as possible. We reserve the right to close the role early.\n, • \n Our team thrives on collaboration. We spend 3 days a week in our West London office (Monday, Wednesday, and Thursday) and 2 days working from wherever you’re most productive. Because being together is a big part of our culture, we’re looking for someone within a comfortable... \n