About Creature Comforts We’re redesigning the entire veterinary experience from the ground up, using a membership model to make access to care seamless, joyful everyday for pets and their parents. No more struggling to get an appointment, waiting around in drab clinics, and being treated by a different vet every time. We’re delivering personal service, beautiful spaces, clever tech, and - of course - plenty of treats for pets and people alike. We’re also looking to bring the joy back to vetcare for the professionals themselves. Vets have felt overworked and underappreciated for too long and are leaving the industry in droves. We want to turn the tide of this industry crisis, creating healthier pets and happier vets. As we grow, we’re looking to hire an experienced, insight-led Head of CRM. Based in London and reporting to our CMO, this role is perfect for a candidate who applies a data-led approach to their strategic thinking and is still able to and tactically deliver technically and creatively. You’ll fit the bill if you can demonstrate that you understand customer lifecycles, and how to engage, educate and entertain customers to deliver business objectives. Your responsibilities Collaborate with your manager and key business stakeholders to lead the development and implementation of a comprehensive customer engagement and retention strategy, ensuring alignment with organisational goals and driving measurable outcome Work hand in hand with the rest of the sales and marketing team to support activities that drive new customer acquisition and continued revenue growth Create and own a data-driven customer segmentation plan to increase lifetime value amongst our key member segments In concert with the Experience team, design and deliver ongoing customer lifecycle communications and ad hoc activity to reduce customer churn Develop a reporting and measurement framework to share progress with the wider team Partner with Customer Experience, Product and Clinical teams to deploy tactical and strategic initiatives with the goal of improving customer and revenue retention Reimagine and establish Creature Comforts’s customer referral and reward programmes Rollout a robust test-and-learn strategy to continuously improve results Assess and identify innovative marketing technology to help us deliver against our goals; highlighting and prioritising opportunities for automation and optimisation Collaborate with multiple teams to effectively deliver all essential transactional comms Work with the wider marketing team to unify customer communications across all touch points to deliver a consistent brand experience A bit about you With your can-do attitude, hitting big targets is easy as 1, 2, 3… Data is your friend – you find it easy to use insights to back up your instincts You’ll be comfortable working as a one-man-band or playing your part in a team Nothing gets by you - you have a no stone left unturned approach to every last detail You’re a professional plate juggler (though perhaps not literally) – having multiple projects on-the-go is the kind of thing that gets you out of bed in the morning Your background 7 years of CRM / customer lifecycle marketing experience (preferably client roles) Proven hands-on expertise delivering successful large-scale, CRM programmes Deep experience with CRM / ESP push platforms (eg. Braze, Customer.io) Working knowledge of sales CRM platforms (eg. Freshsales, Pipedrive, Hubspot) Knowledge of web / app analytical tools (eg. GA4, HotJar, Firebase, Amplitude) Proven understanding of building loyalty and reward programmes Demonstrable inspiring leadership skills and effective team building experience Previous high-growth startup or membership business exposure is a big plus Prior hyper-local marketing or subscription experience is a bonus too Working at Creature Comforts Hybrid working with a dog-friendly Edgware Road office Being part of a people (and animal)-first culture 25 days annual leave, plus your birthday off Salary Sacrifice Pension Scheme provided by Nest World-class team with room to grow and learn from those around you Regular company social events A secure, well-funded (growing) business A little more about us Creature Comforts is rebuilding the vet experience from the ground up with the goal of healthier pets and happier vets. Co-founded by COO Russell Welsh, a vet of 23 years, and CEO Daniel Attia, who previously co-founded the online estate agency Yopa, Creature Comforts already boasts two London-based clinics in Notting Hill and St. John’s Wood with several more planned for 2024. The business raised £10M in seed capital in 2023, co-led by Torch Capital, Hanaco VC and Boost Capital Partners. Active Partners, Tarek Abuzayyad of Initial Capital and Steve Rosengarten of Vet One also participated in the funding round. www.creaturecomforts.co.uk