Head of Retention CRM

<h2>Fresh Food, Happy Dogs.</h2> <p data-path-to-node="5">We believe dogs deserve the healthiest, most natural and tastiest meals - with none of the nasties. That’s why we make FRESHly prepared food, cooked just like you would at home and delivered direct to our customers in perfect portions. As a B-Corp certified company, you’re joining a sustainable business that genuinely cares about our people, our products and our impact on the planet. Our goal is simple: to help dogs live healthier, happier, and longer lives, while leaving humans smiling after every interaction.</p> <p data-path-to-node="7">We’ve come a long way since our co-founders (Kev & Dave), hand delivered the very first Butternut Box. Today, we feed hundreds of thousands of hungry dogs across the UK and Europe - but we won’t stop until we’re feeding dogs everywhere. To get there, we need a team of brilliant people who share that ambition to come and work for us. </p> <h2>🐾 The job: </h2> <p>Please note that this role will close on: 25th September 2026. </p> <p>We are looking for a strategic, commercially-obsessed <strong>Head of Retention CRM</strong> to own the experience of our customers. This is a brand-new role designed to take our CRM function from a "reactive service" to a proactive, world-class lifecycle engine. Reporting to our Director of CRM & Commercial, you will lead a talented team of 4-5 to own the end-to-end customer lifecycle across 10+ markets.</p> <p>You’ll be the architect of our CRM strategy - optimising our tech stack (we use Iterable and SMS at scale), refining our event-based journeys, and ensuring every touchpoint, from the first "hello" to a re-onboarding journey, is optimised for both RoI and customer delight lens. This role is not about open and click rates; it’s about LTV, churn prevention, and commercial impact.</p> <p><strong>❓ What you’ll do:</strong></p> <p><strong>Strategy & Architecture</strong></p> <ul> <li><strong>Lead the North Star:</strong> Own the end-to-end CRM lifecycle strategy across the active customer journey: onboarding, engagement, upsell, churn prevention and re-onboarding.</li> <li><strong>Scale the Plumbing:</strong> Design and execute a CRM architecture that works seamlessly across international markets, ensuring quick delivery times and low incident rates.</li> <li><strong>Break the Silos:</strong> Partner with Digital Product, Marketing, and Customer Love to ensure CRM is integrated into the wider customer experience, not just an island.</li> </ul> <p><strong>Commercial & Financial Ownership</strong></p> <ul> <li><strong>Own the Numbers:</strong> You are directly responsible for revenue-impacting KPIs: retention rates, churn deflection performance, engagement.</li> <li><strong>Prove&Prioritise:</strong> You’ll help define how lifecycle CRM is measured and attributed and how competing initiatives can be prioritised accordingly.</li> <li><strong>CRM Vendor Management:</strong> Manage CRM vendor relationships, renegotiate contracts and explore new options to increase RoI.</li> </ul> <p><strong>People Leadership</strong></p> <ul> <li><strong>Manage the Managers:</strong> You’ll lead a team of 4.</li> <li><strong>Coaching & Upskilling:</strong> Your goal is to inspire and elevate the team, helping them hit their objectives while fostering a culture of innovation and accountability.</li> </ul> <h2>👀 What we're looking for: </h2> <ul> <li><strong>CRM Expert</strong> - You have strong experience managing CRM programmes and teams