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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 flexible 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 CRM experience, and a knack for data analysis.
- Other info: Be part of a diverse team committed to workplace happiness and growth.
The predicted salary is between 24000 - 36000 £ per year.
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-one that looks like no other and feels like no other.
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.
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.
Retention Manager 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
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at INSPIRED Pet Nutrition or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s values and culture. Understand their mission to create happiness and how you can contribute to that as a Retention Manager. Tailor your examples to show how you align with their goals.
✨Tip Number 3
Show off your data skills! Be ready to discuss specific metrics you've improved in past roles, like customer retention rates or lifetime value. Use numbers to back up your claims and demonstrate your impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the INSPIRED team.
We think you need these skills to ace Retention Manager
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 DTC marketing and customer loyalty, showing us how you can bring value to our team.
Show Off Your Data Skills: Since this role is all about data-driven decisions, don’t forget to mention your experience with CRM platforms and how you've used data insights to improve retention strategies in the past. We love numbers!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not just qualified but also a great fit for our culture. Share your passion for pets and customer happiness!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to see your application and get you into our recruitment process smoothly. Plus, it shows you’re keen on joining our INSPIRED family!
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 prepared to discuss how you've used data to drive retention strategies in the past. Bring examples of how you've turned insights into actionable plans.
✨Showcase Your CRM Experience
Familiarity with CRM platforms like Klaviyo or Mailchimp is crucial. Be ready to talk about specific campaigns you've managed, how you automated flows, and the results you achieved. This will demonstrate your hands-on experience and understanding of customer engagement.
✨Understand Customer Experience
Since this role focuses on improving customer loyalty and satisfaction, think about how you've enhanced the end-to-end consumer experience in previous roles. Prepare to share stories about 'surprise and delight' initiatives you've implemented that made a real impact.
✨Collaborate and Communicate
This position requires working closely with various teams, including Consumer Care. Highlight your collaborative projects and how effective communication has helped resolve issues impacting retention. Being able to demonstrate your teamwork skills will set you apart.