CRM Manager in London

Fresh Food, Happy Dogs. 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.

The job:

This role is ideal for someone with ideally at least 3 years hands-on experience in e-commerce/lifecycle email marketing, who loves to combine creative thinking with a strong analytical mindset. You’ll own a part of our CRM customer journey and be instrumental in shaping how we connect with our customers through email, SMS, push and other digital channels. With a blend of tactical campaign execution and strategic planning, you’ll collaborate closely with our Physical Product, Digital Product, Operations, Creative and Business Intelligence teams to design and deliver a comprehensive roadmap of customer communications. This includes planning and introducing new flows, creating impactful campaigns, and ensuring that every touchpoint showcases the value we are able to deliver to our customers. This is a hybrid working role, offering flexibility with some work-from-home days each week. We expect you to spend 3 days at the Box Office in White City - London, with the possibility of occasional travel to other locations as your role evolves. If you're ready to make a significant impact, join us on this exciting adventure of growth and innovation.

What you’ll do:

• Strategic Planning: Partner with commercial owners to build and own the CRM roadmap for mid & late stage customers, covering proactive churn deflection, upsell campaigns, engagement programmes, and always-on lifecycle comms.
• Campaign Development: Ideate, build, and execute lifecycle campaigns across email, SMS, push and in-account - covering Extras x-sell, plan upsells, AP adoption, mid/late stage engagement, and proactive interventions for at-risk customers.
• Data & Analytics: Regularly monitor and analyse campaign and adoption performance to uncover trends, evaluate success, and implement learnings to improve results and grow revenue.
• A/B Testing: Design and execute testing strategies to refine communication and campaigns for better customer engagement.
• Stakeholder Collaboration: Work with creative, brand, product, and operations teams to craft on-brand, customer-focused communications that resonate with our audience.
• Personalisation: Leverage customer data to create segmented and personalised email content that feels relevant and timely.
• Innovation: Explore and implement new tools, trends, and best practices to keep strategies fresh and impactful.
• Campaign Execution: Ensure flawless execution of all email, SMS and push notifications to deliver on your goals.
• E-commerce Management: Responsible for activating / de-activating offers through our backend system, and monitoring demand levels to inform promotions roadmap.

What we're looking for:

• Experience: At least 3 years of CRM/lifecycle marketing experience, ideally within a direct-to-consumer business. Hands-on experience with retention, churn deflection or upsell campaigns is strongly preferred.
• Analytical Mindset: Exceptional ability to interpret campaign performance data, identify trends, and provide actionable recommendations to drive improvements.
• Technical Capabilities: Experience with automation platforms (we use Iterable), BI tools (we use Looker) and an understanding of email and e-commerce best practice.
• Strategic Thinker: We're looking for someone to take ownership of a clear CRM remit (mid/late stage, churn deflection, upsell). You'll need to plan proactively, prioritise across competing opportunities, and build a roadmap that delivers measurable LTV impact.
• Results-oriented: We have punchy commercial goals in mind, and are looking for someone who is motivated by a challenge, and is able to bring fresh, innovative ideas to the table.
• Project Management: Strong organisational skills, capable of managing multiple campaigns, projects and stakeholders.
• Creative Flair: A knack for storytelling and creating impactful, customer-centric campaigns that feel both engaging and on-brand.
• Stakeholder Management: A collaborative spirit and the ability to effectively present to, and work with, cross-functional teams to achieve shared goals.
• Obsessed with Dogs: Naturally.

The interview process:

Initial call with your dedicated Talent Acquisition Partner, carried out remotely. Sometimes the process will include a take home task, or a presentation of some kind. Skills interview, usually carried out remotely. Behaviours interview, usually carried out in person. Depending on the seniority of the role you're applying for, there may be a final Leadership interview as a final step. We usually expect our interview process to take 3-5 weeks, end to end.

Our benefits:

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service up to 5 years.
• 5 additional, paid 'paws' days off per year dedicated to your learning, development or personal wellbeing.
• £500 personal learning & development budget to sharpen your skills.
• Share options grant - everyone owns a piece of Butternut's success.
• A significant discount on our Fresh food, to keep your own dogs as healthy as our customers.
• Enhanced parental leave.
• Flexible core working hours.
• Cycle to work scheme.
• Pension with NEST.
• Private Medical Insurance with Vitality.
• Private Dental Insurance with Bupa.
• Paid time off for fertility treatments and pregnancy loss.
• Paid sabbaticals for squad members with 5 or more years service at Butternut.
• Discounted gym access through MyGymDiscounts.
• Lots of office dogs.

Important things to note:

We recommend getting your application in as soon as possible. We reserve the right to close the role early. Our team thrives on collaboration. We spend 3 days a week in our West London office (Monday, Wednesday, and Thursday) and 2 days working from wherever you’re most productive. Because being together is a big part of our culture, we’re looking for someone within a comfortable commutable distance to London. We’re a small (but mighty!) recruitment team. We aim to respond to everyone personally, but if we’re flooded with brilliant applications, we may need to close the role early. We appreciate your patience while we review applications. For this specific role, we’re unable to offer visa sponsorship, so you’ll need the right to work in the UK.

Butternut Box is an equal opportunity employer. We believe that to make the best food for all dogs, we need a team that represents all humans. We celebrate different nationalities, backgrounds, experiences and perspectives. We are specifically committed to increasing representation from underrepresented groups. We want a strong, diverse team built from different identities and lived experiences. We’re not perfect, but we are dedicated to the ongoing work of building an inclusive, supportive place where you can do the best work of your career.