CRM Manager
Location: London based (hybrid working)
Reporting to: SVP Marketing
Role type: Permanent / Full-time
About Us
At Wuffes, we're on a mission to improve pet health at scale - and we're doing it at pace Since launching in 2020, we've become the world's fastest-growing pet health company, building a science-led, high-performance business that's redefining premium pet care.
Our ambitions are huge. Every product we create is grounded in clinical efficacy, and we're powered by a global team committed to raising the bar. We expect excellence, act with urgency and care deeply about results - for our customers, our team and the business we're building together.
Wuffes is a fast-moving, high-accountability environment where performance matters and impact gets rewarded. If you're looking for somewhere to challenge yourself, operate at pace and scale something special - you'll thrive here. Plus, we have a lot of fun along the way
In 2025, Wuffes was honoured to be named in the Inc. 5000 list of fastest-growing companies in America, ranking #400 with over 1,000% growth in just three years. It's proof of our momentum and a reminder of the global impact we're here to make on pet health.
What You Can Expect
Ownership at Scale
- Whether you're growing our brand, supporting customers or scaling operations, your work drives real results. You'll be trusted to lead, take ownership and make an impact from day one.
High-Impact Work
- We empower all pack members to experiment and refine what truly moves our mission forward.
High-Performance Culture
- You'll join a team of smart, driven operators who move fast and push for exceptional outcomes. We value ownership, ambition, and a bias for action
Accelerated Career Growth
-
We move fast, and so do our people. Delivering impact opens doors to new skills, fresh challenges and opportunities that match your ambition.
Impact-Driven Growth
- We're building a generational science-backed pet health brand, one that scales globally and improves the lives of pets and their people.
Your Role in the Pack
As CRM Manager, you'll own the strategy, build, and optimisation of lifecycle marketing programmes - from onboarding flows to win-back campaigns - designing personalised journeys across email and SMS that drive retention, cross-purchase, engagement, and long-term loyalty. You'll work closely with Data, Brand, Growth, Product, and Design teams to ensure customer communications are data-led, on-brand, and commercially impactful, while identifying pain points and opportunities that deliver measurable results.
This is a hands-on, autonomous role for someone entrepreneurial and outcome-oriented. You'll turn customer insights into strategy, and strategy into tactics that move the needle, blending performance metrics with creative execution. With room for career progression, this is an opportunity to shape CRM and retention at scale while putting the customer experience at the heart of everything you do.
Your Responsibilities
* Own CRM Execution - Manage campaign planning, build, QA, and deployment across email and SMS.
* Build CRM Back End - Bring back to life an unloved CRM platform and optimize the back end build.
* Design Customer Journeys - Build lifecycle flows from onboarding and education to loyalty, and reactivation. Identify opportunities to lead the category from personalisation to AI.
* Data-Driven Optimisation - Use segmentation, cohort analysis, and A/B testing to sharpen performance.
* Best-in-class Segmentation: Identify opportunities to lead the category through optimised segmentation, identifying new audiences and cohorts for different goals.
* Improve Subscription Health - Support retention and upsell strategies across subscription journeys.
* Reporting & Insights - Track and analyse CRM performance, generating insights to refine strategy and execution.
* Innovate Through Insights - Turn data-driven learnings into smarter strategies and better customer experiences. Explore new channels where needed e.g. Whatsapp.
What You Bring
* Proven CRM/loyalty experience in a high-growth DTC or eCommerce environment, ideally within subscription.
* Deep understanding of the complex balance between churn and CRM, with a viewpoint on subscription economics.
* Proven track record of delivering commercial impact through email and SMS channels
* Hands-on experience with CRM platforms such as Klaviyo, Braze, or similar
* Strong understanding of segmentation, A/B testing, and data-driven optimisation
* A commercial mindset - able to link CRM activity to LTV, churn, and revenue growth
* Excellent project management skills, with the ability to deliver high-quality campaigns at speed
* Collaborative, proactive, and customer-obsessed - with a bias for action
Perks of the Pack:
* Time to recharge
* 25 days annual leave (plus bank holidays) to reset, relax and adventure
* Health & dental cash plan
* Everyday health and dental bills covered, because looking after our people comes first
* Core hours / Hybrid working
* Our set office days are Monday, Wednesday and Friday, with
core hours of 10am-4pm.
Early bird? Start at 7 and wrap by 4. Night owl? 10-7 works just as well
* Dog friendly office -
Obviously Bring your pup to work with you.
* Remote working -
Fancy a change? Work from anywhere (time-zone permitting) for two weeks in summer and two weeks in winter
* Bike to work scheme
* Ditch the commute stress and cycle to work
* Enhanced family leave
* More support for life's important moments and milestones
If you require any reasonable adjustments during the recruitment process, please do not hesitate to contact us - we will always be happy to help.