At a Glance
- Tasks: Lead customer retention strategies and enhance engagement through innovative campaigns.
- Company: Join Riverford, a purpose-driven B2C team passionate about organic food.
- Benefits: Enjoy 33 days holiday, generous pension, profit share, and free organic meals.
- Other info: Flexible working options available in a collaborative environment.
- Why this job: Shape the future of customer experience while promoting sustainable food choices.
- Qualifications: Proven leadership in customer roles with strong analytical and CRM skills.
The predicted salary is between 75000 - 75000 £ per year.
As our Head of Customer & Retention, you’ll help shape Riverford’s future. 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. As a regular, repeat‑order business, retention is key. 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.
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
- 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
Benefits
- 33 days holiday (pro rata, including bank holidays)
- An ethical & generous company pension scheme
- An annual profit share, where 10% of all profits are split equally among co‑owners
- Heavily discounted organic breakfasts and lunches
- Free organic fruit and veg to take home
- Free parking
Head of Customer & Retention in Buckfastleigh employer: Riverford Organic Farmers
Riverford is an exceptional employer that prioritises a collaborative and purpose-driven work culture, where employees are empowered to shape the future of customer engagement in the organic food sector. With generous benefits including 33 days of holiday, a robust pension scheme, and profit-sharing opportunities, Riverford fosters an environment that values employee growth and well-being, all while being based in the picturesque setting of Buckfastleigh, Devon, which encourages a healthy work-life balance through flexible and hybrid working arrangements.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer & Retention in Buckfastleigh
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their values, mission, and recent news. We want you to walk in feeling confident and ready to show how you can contribute to their customer-centric goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Head of Customer & Retention. We suggest rehearsing with a friend or in front of the mirror to nail that delivery.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. We believe it’s a great way to keep you top of mind for the hiring team.
We think you need these skills to ace Head of Customer & Retention in Buckfastleigh
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Customer & Retention role. Highlight your experience in CRM, customer engagement, and retention strategies that align with our mission at Riverford.
Showcase Your Data Skills:We love numbers! Include examples of how you've used data and insights to drive customer engagement and improve performance. This will show us you're the analytical thinker we're looking for.
Be Authentic:Let your personality shine through in your application. We value a collaborative and empathetic approach, so share your passion for customer-centric strategies and how you connect with customers on a personal level.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Riverford.
How to prepare for a job interview at Riverford Organic Farmers
✨Know Your Customer Inside Out
Before the interview, dive deep into Riverford's customer base and their preferences. Understand what makes them tick and how retention strategies can be tailored to enhance their experience. This will show your genuine interest in the role and your ability to connect with the company's mission.
✨Showcase Your Data Savvy
Be prepared to discuss specific examples of how you've used data and insights to drive customer engagement in previous roles. Highlight any successful CRM campaigns you've led and the measurable outcomes they achieved. This will demonstrate your analytical skills and your ability to turn data into actionable strategies.
✨Emphasise Collaboration Skills
Since this role involves working cross-functionally, share experiences where you've successfully collaborated with different teams. Talk about how you’ve built relationships and influenced others to achieve common goals. This will illustrate your leadership style and your ability to foster a team-oriented environment.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific customer scenarios or challenges. Think through potential situations related to customer retention and be ready to outline your approach. This will showcase your problem-solving skills and your customer-centric mindset, which are crucial for this role.
