(Part Time - 22.5 hours Wednesday-Friday) Thirsk or Crick | Permanent | Site-based We're excited to be recruiting for a Retention Manager to join our DTC Marketing team. This is a fantastic opportunity for an experienced, data-driven retention specialist, perfect for someone passionate about customer loyalty, lifetime value, and creating exceptional end-to-end consumer experiences. You'll be responsible for using data insight and the DTC marketing toolkit to design and deliver retention strategies that increase loyalty, frequency of purchase, and long-term customer value across our direct-to-consumer brands. About us INSPIRED Pet Nutrition is an innovative, well-established, and award-winning pet food manufacturer employing over 1,200 colleagues across the UK and Europe. Our family of brands includes Harringtons, Wagg, Barking Heads & Meowing Heads, AATU, Blink, Butcher's, Classic, Pro-Nutrition, and Ultra Premium Direct, along with a number of partner brands that trust us to produce food on their behalf. Our kitchens in Thirsk, Kinmel, and Crick produce a wide range of dry, wet, and baked foods enjoyed by dogs and cats all over the world. Our ambition is simple: to become a global leader in pet nutrition. Our Purpose: To create happiness We're on a mission to set a new standard of workplace happiness within the pet nutrition industry-one that looks like no other and feels like no other. Our culture is built on INSPIRED's unique behaviours and colleague experience, creating an environment that excites, empowers, and puts people and pets at the heart of everything we do. Responsibilities Use data from multiple sources to identify causes of dissatisfaction and customer churn, turning insight into clear action plans Build and lead bespoke retention strategies and projects to improve customer loyalty and satisfaction Identify and resolve issues impacting retention, including subscription processing, delivery, inventory, product quality, unboxing experience, and consumer care Drive frequency of purchase, upsell, and cross-sell through automated CRM and email flows to increase lifetime value Own and manage loyalty schemes, driving engagement, advocacy, referrals, and retention Work closely with Brand Managers to deliver "surprise and delight" initiatives and improve the end-to-end customer experience Lead win-back strategies for churned subscribers in partnership with Consumer Care teams Act as the key link between Marketing and Consumer Care, identifying recurring issues and supporting retention agents with tools, promotions, and insights Monitor and report on key DTC KPIs including churn, retention, LTV, Trustpilot, CSAT, and email performance About you Degree calibre, with 3 years' experience in a DTC role within a branded or FMCG environment Proven track record of driving retention, loyalty, and lifetime value, ideally within a subscription model Strong experience using CRM platforms such as Klaviyo, Mailchimp, or similar Experience working closely with Consumer Care / Customer Service teams and platforms such as Zendesk or Gorgias Confident analysing data and turning insight into practical, commercial actions Collaborative, proactive, and motivated by continuous improvement and customer happiness At INSPIRED, we want to inspire colleagues to join, stay, develop, and achieve, creating an inclusive and sustainable business fit for growth. One of the enablers of achieving this is offering competitive pay and benefits to all colleagues. Our Total Reward Benefits include Hybrid and flexible working Annual bonus related to personal and company performance Enhanced pension, life assurance, and enhanced maternity, paternity, sick pay, and holiday buy options People and Pets First benefits, including paw-reavement and paw-ternity leave and bring your dog to work Healthcare cashback plan and Hertility at-home fertility testing Heavily discounted pet food and lifestyle benefits (Netflix, Spotify, or breakdown cover) Retail and gym discounts, electric car scheme, and free onsite parking and electric car charging Onsite canteen, free hot drinks, and modern facilities Equality, Diversity & Inclusion INSPIRED Pet Nutrition is committed to building an inclusive workplace that reflects the diversity of the colleagues and communities we serve. We believe everyone should feel valued, respected and able to be themselves at work. We welcome applications from people of all backgrounds and do not discriminate on the basis of age, disability, gender identity or expression, marital or civil partner status, pregnancy or maternity, race, religion or belief, sex or sexual orientation. We make hiring decisions based on talent, potential and the experience you bring. We are also committed to providing reasonable adjustments throughout the recruitment process and in the workplace, ensuring equitable access and opportunity for all. If you need any adjustments or support to take part in our recruitment process, please let us know by emailing recruitment@ipn.co.uk. INDHP