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- Tasks: Design and deliver retention strategies to boost customer loyalty and satisfaction.
- Company: Join INSPIRED Pet Nutrition, a leading pet food manufacturer with a vibrant culture.
- Benefits: Enjoy hybrid working, competitive pay, and unique perks like paw-ternity leave.
- Why this job: Make a real impact on customer experiences while working with passionate pet lovers.
- Qualifications: 3+ years in DTC roles, strong data analysis skills, and CRM experience required.
- Other info: Be part of a diverse team committed to workplace happiness and growth.
The predicted salary is between 24000 - 36000 £ per year.
Part Time - 22.5 hours Wednesday-Friday | Thirsk or Crick | Permanent | Site-based
We’re excited to be recruiting for a Retention Manager to join our DTC Marketing team. This is a fantastic opportunity for an experienced, data-driven retention specialist, perfect for someone passionate about customer loyalty, lifetime value, and creating exceptional end-to-end consumer experiences.
You’ll be responsible for using data insight and the DTC marketing toolkit to design and deliver retention strategies that increase loyalty, frequency of purchase, and long-term customer value across our direct-to-consumer brands.
About us: INSPIRED Pet Nutrition is an innovative, well-established, and award-winning pet food manufacturer employing over 1,200 colleagues across the UK and Europe. Our ambition is simple: to become a global leader in pet nutrition.
Our Purpose: To create happiness. We’re on a mission to set a new standard of workplace happiness within the pet nutrition industry. Our culture is built on INSPIRED’s unique behaviours and colleague experience, creating an environment that excites, empowers, and puts people and pets at the heart of everything we do.
Responsibilities:
- Use data from multiple sources to identify causes of dissatisfaction and customer churn, turning insight into clear action plans.
- Build and lead bespoke retention strategies and projects to improve customer loyalty and satisfaction.
- Identify and resolve issues impacting retention, including subscription processing, delivery, inventory, product quality, unboxing experience, and consumer care.
- Drive frequency of purchase, upsell, and cross-sell through automated CRM and email flows to increase lifetime value.
- Own and manage loyalty schemes, driving engagement, advocacy, referrals, and retention.
- Work closely with Brand Managers to deliver "surprise and delight" initiatives and improve the end-to-end customer experience.
- Lead win-back strategies for churned subscribers in partnership with Consumer Care teams.
- Act as the key link between Marketing and Consumer Care, identifying recurring issues and supporting retention agents with tools, promotions, and insights.
- Monitor and report on key DTC KPIs including churn, retention, LTV, Trustpilot, CSAT, and email performance.
About you:
- Degree calibre, with 3+ years’ experience in a DTC role within a branded or FMCG environment.
- Proven track record of driving retention, loyalty, and lifetime value, ideally within a subscription model.
- Strong experience using CRM platforms such as Klaviyo, Mailchimp, or similar.
- Experience working closely with Consumer Care / Customer Service teams and platforms such as Zendesk or Gorgias.
- Confident analysing data and turning insight into practical, commercial actions.
- Collaborative, proactive, and motivated by continuous improvement and customer happiness.
At INSPIRED, we want to inspire colleagues to join, stay, develop, and achieve, creating an inclusive and sustainable business fit for growth. One of the enablers of achieving this is offering competitive pay and benefits to all colleagues.
Total Reward Benefits include:
- Hybrid and flexible working.
- Annual bonus related to personal and company performance.
- Enhanced pension, life assurance, and enhanced maternity, paternity, sick pay, and holiday buy options.
- People and Pets First benefits, including paw-reavement and paw-ternity leave and bring your dog to work.
- Healthcare cashback plan and Hertility at-home fertility testing.
- Heavily discounted pet food and lifestyle benefits (Netflix, Spotify, or breakdown cover).
- Retail and gym discounts, electric car scheme, and free onsite parking and electric car charging.
- Onsite canteen, free hot drinks, and modern facilities.
Equality, Diversity & Inclusion:
INSPIRED Pet Nutrition is committed to building an inclusive workplace that reflects the diversity of the colleagues and communities we serve. We believe everyone should feel valued, respected and able to be themselves at work. We welcome applications from people of all backgrounds and do not discriminate on the basis of age, disability, gender identity or expression, marital or civil partner status, pregnancy or maternity, race, religion or belief, sex or sexual orientation.
We are also committed to providing reasonable adjustments throughout the recruitment process and in the workplace, ensuring equitable access and opportunity for all.
Retention Manager in London employer: Inspired Pet Nutrition Ltd
Contact Detail:
Inspired Pet Nutrition Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Manager in London
✨Tip Number 1
Get to know the company inside out! Research INSPIRED Pet Nutrition, their brands, and their mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Retention Manager. Be ready to share specific examples of how you've driven customer loyalty and retention in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you top of mind.
We think you need these skills to ace Retention Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Retention Manager role. Highlight your experience in driving customer loyalty and retention strategies, as this is what we’re really looking for!
Show Off Your Data Skills: Since this role is all about using data insights, don’t forget to mention any relevant tools or platforms you’ve used, like CRM systems. We want to see how you can turn data into actionable plans!
Be Authentic: Let your personality shine through in your application. At INSPIRED, we value a culture of happiness and collaboration, so showing us who you are can really make you stand out!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people and shows your enthusiasm for joining our team!
How to prepare for a job interview at Inspired Pet Nutrition Ltd
✨Know Your Data
As a Retention Manager, you'll be diving deep into data insights. Brush up on your analytical skills and be ready to discuss how you've used data to drive retention strategies in the past. Prepare specific examples that showcase your ability to turn insights into actionable plans.
✨Understand Customer Loyalty
Familiarise yourself with concepts of customer loyalty and lifetime value. Be prepared to share your thoughts on what makes a successful loyalty programme and how you would enhance customer satisfaction. This shows you're not just experienced but also passionate about the role.
✨Collaborate Like a Pro
This role requires working closely with various teams, especially Consumer Care. Think of examples where you've successfully collaborated across departments to resolve issues or improve processes. Highlighting your teamwork skills will demonstrate your fit for their culture.
✨Bring Ideas to the Table
INSPIRED is looking for someone who can innovate. Come prepared with a few ideas for retention strategies or 'surprise and delight' initiatives you could implement. This shows initiative and that you're already thinking about how to contribute to their mission.