Head of Customer & Retention in Buckfastleigh

This job is with Riverford Organic Farmers, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Reporting to the Ecommerce Director, you will be commercially savvy and purpose‑led, joining a thriving B2C team committed to growth and transformation, with a specific focus on becoming customer focused and performance‑led.

At Riverford, our passion for organic vegetables is unmatched. We’re not just about delivering veg boxes; we're dedicated to sustainable farming and community building. As a part of our team, you become a co‑owner, sharing in our successes and contributing to a mission that goes beyond profit. We aim to make Riverford a fulfilling place to work, where our co‑owners feel valued. Our HQ at Wash Farm in Devon is a beautiful place to work, surrounded by good people, good food, and plenty of fresh air.

As a co‑owner, you’ll benefit from 33 days holiday (pro rata, including bank holidays), an ethical & generous company pension scheme, and an annual profit share, where 10% of all profits are split equally among co‑owners. We also offer heavily discounted organic breakfasts and lunches, free organic fruit and veg to take home and free parking.

Grow with Riverford – Take the next step in your personal and professional journey with training tailored to help you grow and achieve your goals. As our Head of Customer & Retention, you’ll help shape Riverford’s future. In this new role, you will bring together the core customer functions across CRM, insights and customer services, to lead a new single customer function. Your purpose is to nurture customer value and retention from early life through to loyal tenure, and to join Riverford where, together, we collaborate to endorse exceptional organic food and to connect consumers with what they eat.

Salary: Up to £75k per annum d.o.e

Location: We encourage flexitime and hybrid working, based at Wash Farm, Buckfastleigh, Devon, TQ11 0JU.

Hours: 40 hours per week, Monday to Friday, different working patterns can be considered.

Responsibilities:

• Customer Communications & CRM: Lead our CRM and loyalty strategy to grow engagement, retention and customer value. Deliver personalised campaigns and customer journeys across email, SMS and app. Use insight, testing and automation to improve customer and commercial performance.
• Customer & Market Insights: Champion the voice of the customer across the business. Turn customer insight and market trends into actions that support growth. Build understanding of our customers and what matters to them.
• Data & Analytics: Use data and insight to shape strategy and improve decision making. Track customer behaviour, retention and performance trends. Drive personalisation, automation and continuous improvement.
• Customer Services: Lead a customer service experience that feels personal and true to Riverford. Support and develop the Customer Service team to deliver great outcomes. Work cross‑functionally to improve service, quality and self‑serve experiences.
• Tools & Capabilities: Shape the tools, tech and data capability needed to support great customer experiences. Work with IT and partners to improve systems, performance and efficiency.

What You’ll Bring…

• Proven experience in a senior customer role within a B2C environment.
• Experience in a senior CRM role, driving retention, loyalty and RFV models.
• Experience of working with data and qualitative insights to drive customer engagement and business performance, understanding KPI setting and segmentation.
• Experience of contact centre operations and customer contact strategy.
• Demonstrable experience of blending data and qualitative insights to tell the customer story.
• Desirable: experience of working for a subscription or repeat order brand.

What We’re Looking For…

• Exceptional leadership and collaborative style, able to build relationships and influence across business functions.
• Highly numerate, analytical and curious, plus able to extract the meaning and tell the story to different audiences.
• A true bridge between strategy and execution i.e. strategic thinker, able to roll their sleeves up to get the job done.
• Customer‑centric and highly empathetic to customer needs.
• Commercial and goal‑oriented, able to set targets and lead teams to deliver them across commercial and customer metrics.
• A self‑starter who can work independently and autonomously.

Please refer to the full job description for further information on the role and responsibilities. We’re reviewing applications on a rolling basis and may close the advert early, so we encourage you to apply soon.