At Whittard, we’re passionate about bringing luxury tea and coffee to our communities. We’ve been achieving this goal since 1886, and have ambitious objectives to grow our business with each role being key in delivering these. The Retention Manager (6 Month FTC) is an exciting opportunity to be part of this journey join the Customer Retention team at our Milton Park offices.
Reporting to the Head of Retention you will support the team you’ll help shape how we communicate with our customers, support our loyalty programme and play an important part in driving customer engagement and repeat purchases. In return you’ll benefit from hybrid working, generous holiday allowance, fantastic product discounts and investments in your professional training and development.
Responsibilities
* Develop and deliver multichannel CRM campaigns across email, SMS, direct mail and other channels to drive engagement and repeat purchases.
* Lead the day‑to‑day optimisation of the Whittard Loyalty Programme, enhancing sign‑ups, engagement and customer value.
* Manage and optimise the subscription and referral programmes to support customer retention and incremental revenue growth.
* Analyse customer behaviour, campaign effectiveness and key CRM metrics, sharing insights that drive continuous improvement.
* Work closely with Ecommerce, Retail, Creative and Product teams to ensure CRM, loyalty and retention activity is aligned and integrated across the business
About You
* Minimum 3 years of experience in CRM or Email Marketing, ideally within retail or FMCG.
* A strong understanding of CRM, loyalty and customer lifecycle marketing.
* Insight‑driven, proactive and passionate about delivering customer‑first experiences
* A track record of analysing and providing recommendations to improve campaigns, results and sales
* Proven experience of working on lifecycle automated campaigns
Benefits
* Generous holiday allowance + enjoy your birthday off
* Up to 50% store discount on Whittard products.
* Monthly product allowance.
* Auto-enrolment Pension scheme.
* Access to our wellbeing portal and Employee Assistant Programme
* Flexible working opportunities.
* Selection of family friendly benefits.
… And much much more!
Whittard of Chelsea is an Equal Opportunity Employer. We thrive to be a diverse and an inclusive organisation. We want to be a place where differences are recognised and celebrated, with a workforce that builds teams from all individualities, backgrounds, and experiences.
Together as a Whittard family, we continue to create a culture that encourages, supports, and inspires all our employees to have a voice, to make a positive difference in helping to develop our ambitious brand.