At a Glance
- Tasks: Lead customer engagement and retention strategies to enhance loyalty and value.
- Company: Join Riverford Organic Farmers, a purpose-driven, employee-owned business.
- Benefits: Enjoy 33 days holiday, profit sharing, and discounted organic meals.
- Other info: Flexible working options available in a beautiful Devon location.
- Why this job: Shape the future of sustainable food while making a real impact.
- Qualifications: Experience in senior customer roles and strong analytical skills required.
The predicted salary is between 75000 - 75000 £ per year.
This job is with Riverford Organic Farmers, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
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.
Work with us at Riverford, and join a thriving employee-owned business. Be part of a friendly, fast-paced and customer-focused Commercial team.
Beyond the Veg Box - 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. 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.
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.
Application Process: We’re reviewing applications on a rolling basis and may close the advert early, so we encourage you to apply soon.
Head of Customer & Retention employer: Riverford Organic Farmers
At Riverford Organic Farmers, we pride ourselves on being an inclusive employer that values our co-owners and fosters a friendly, fast-paced work environment. Located at our picturesque HQ in Devon, we offer generous benefits including 33 days of holiday, a robust pension scheme, and profit-sharing opportunities, all while promoting personal and professional growth through tailored training. Join us in our mission to connect consumers with exceptional organic food and be part of a team that truly cares about sustainability and community.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer & Retention
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to Riverford. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Riverford's values and mission. Show them you're not just about the role but genuinely care about their commitment to organic farming and community.
✨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you. Focus on articulating how your experience aligns with their customer-centric approach and retention strategies.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you note expressing your enthusiasm for the role. It shows you're keen and keeps you fresh in their minds.
We think you need these skills to ace Head of Customer & Retention
Some tips for your application 🫡
Show Your Passion for Organic:When writing your application, let your love for organic farming and sustainability shine through. We want to see how your values align with Riverford's mission, so don’t hold back on sharing your enthusiasm!
Tailor Your Experience:Make sure to highlight your relevant experience in customer retention and CRM. We’re looking for someone who can bring their expertise to the table, so be specific about how your past roles have prepared you for this position.
Be Data-Driven:Since this role involves a lot of data and analytics, include examples of how you've used data to drive customer engagement and improve performance. We love numbers, so show us how you can turn insights into action!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t wait too long, as we’re reviewing applications on a rolling basis!
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 values. Understand what makes them tick and how the company’s mission aligns with customer needs. This will help you demonstrate your customer-centric approach during the interview.
✨Showcase Your Data Savvy
Be prepared to discuss how you've used data and insights in previous roles to drive customer engagement and retention. Bring specific examples of campaigns or strategies you've implemented that resulted in measurable success, as this aligns perfectly with the role's focus on data-driven decision making.
✨Emphasise Collaboration Skills
Since the role involves working cross-functionally, highlight your experience in collaborating with different teams. Share stories that showcase your ability to build relationships and influence others, which is crucial for leading a customer service experience that feels personal and true to Riverford.
✨Demonstrate Your Passion for Sustainability
Riverford is all about organic farming and sustainability. Make sure to express your passion for these values during the interview. Discuss any relevant experiences or initiatives you've been involved in that reflect a commitment to ethical practices and community building.
