Planning the right message, to the right customer, at the right time!
At Pets at Home, our Pets Club sits at the heart of how we build lasting relationships with millions of pet owners. We’re now looking for an experienced CRM Manager to take a lead role in shaping and planning our customer-first communications, acting as the “air traffic controller” for CRM activity, offers and vouchers across our pet care ecosystem.
About the Role
Reporting directly to the Head of Loyalty & CRM, you’ll own the planning, prioritisation and orchestration of CRM communications to existing customers. This is a highly collaborative role, working with partner teams and CRM Managers balancing commercial demands with customer empathy to ensure our communications are relevant, timely and never overwhelming.
You’ll translate business needs into a clear, cohesive customer contact plan, guiding what we send, when we send it and why, all while supporting engagement, sales and long-term customer lifetime value.
This role offers hybrid working (two office days per week) from our Support Office in Handforth, Cheshire.
Key responsibilities will include:
1. Overseeing the CRM activity plan for existing customers, ensuring a joined-up approach across Retail, Grooming, Vets and Insurance
2. Acting as the central point of control for customer communications and discounts, balancing multiple stakeholder priorities into an optimal contact strategy
3. Planning and overseeing segmented, targeted and test‑and‑learn CRM programmes across multiple channels
4. Being the voice of the Pets Club customer, using insight and performance data to shape plans and influence decision-making
5. Leading delivery through internal teams, CRM Executives and external agencies
6. Driving quality, efficiency and accuracy across CRM communications and associated vouchers
7. Supporting continuous improvement of the Pets Club experience, working closely with Trading, Pricing, Promotions and Analytics teams
8. Deputising for the Senior CRM Manager and helping develop the wider CRM team
About You
9. Proven experience activating CRM programmes in a Business to Customer (B2C) environment
10. Strong planning and organisational skills, with a hands-on, delivery-focused mindset
11. Confidence managing agencies and multiple stakeholders in a fast-paced business
12. A commercial outlook combined with genuine customer empathy
13. The ability to prioritise ruthlessly, separating strategy from tactics and influence at all levels
14. A test-and-learn mentality, supported by strong numerical and analytical skills
Why Pets at Home?
You’ll be joining a passionate, purpose-led business where pets and their owners are always at the centre of decisions. This is a high-impact role with real visibility, ideal for a CRM leader who thrives on planning complexity, customer-first thinking and making things happen.
Because when it comes to CRM at Pets at Home, every message matters!
Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!
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