Shape the Future of Loyalty & CRM at Pets at Home!
About the Role
We are searching for an experienced and dynamic Senior CRM Manager to join our team and lead the evolution of our Pets Club loyalty program. This role offers the chance to make a significant impact, driving customer loyalty and creating meaningful, long-term growth for Pets at Home.
This role offers hybrid working from our Support Office in Handforth, Cheshire (two days per week in the office).
Key responsibilities will include;
1. Developing and executing the strategy for Pets Club with a 1-2 year horizon, optimising customer journeys and driving loyalty through omni-channel communications
2. Designing and overseeing a segmented and targeted broadcast plan, balancing customer objectives to shape how they think, feel and act
3. Collaborating with stakeholders across the business to translate requirements into actionable CRM strategies that deliver measurable results
4. Acting as the “voice of our consumers,” using insights and analytics to shape campaigns and identify future opportunities
5. Managing the CRM broadcast plan, ensuring relevant offers and content are delivered effectively through multiple channels and aligned with our wider campaigns plan.
6. Leading with a customer first approach considering the value exchange we can offer to keep customers engaged and grow LTV
7. Partnering with CRM Analytics to understand opportunities, test new methodologies and analyse results
8. Building and maintaining strong relationships with internal teams and external suppliers, providing leadership and prioritisation across multiple projects
About You
9. Proven experience managing CRM programs in retail
10. Strong organisational skills with the ability to balance strategic planning and hands-on execution
11. A consumer-first mindset with a passion for understanding and responding to customer needs
12. Excellent stakeholder management skills, able to influence at all levels of the business
13. Highly analytical, commercially savvy and detail-oriented, with experience managing budgets
14. Strong team player with a collaborative approach and a track record of delivering results in a fast-paced environment
15. Curious about what makes customers tick with a passion to test and learn.
Why Join Us?
16. Be a key player in shaping the future of our loyalty program and customer engagement strategy
17. Work alongside passionate, driven colleagues in a results-oriented and pet-focused culture
18. Enjoy the opportunity to lead innovative projects and see the direct impact of your work on pet owners and their furry friends
19. Benefits including annual bonus potential of 15%, private healthcare, company pension contribution of 6.5%, free shares, 20% discount across the business and more
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.