At a Glance
- Tasks: Lead customer engagement and retention strategies to enhance loyalty and value.
- Company: Join a thriving B2C team focused on growth and transformation.
- Benefits: Enjoy 33 days holiday, ethical pension scheme, and free organic meals.
- Other info: Flexible working options available in a supportive and collaborative environment.
- Why this job: Make a real impact by shaping customer experiences and driving performance.
- Qualifications: Proven experience in senior customer roles and data-driven decision making.
The predicted salary is between 75000 - 75000 € per year.
Reporting to the Ecommerce Director, you will be commercially savvy and purpose‑led. You’ll join 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.
Location: Wash Farm, Buckfastleigh, Devon, TQ11 0JU.
Salary: Up to £75k per annum d.o.e.
Hours: 40 hours per week, Monday to Friday with flexible and hybrid working available.
Benefits: 33 days holiday (pro rata, including bank holidays), an ethical & generous pension scheme, annual profit share (10% split equally among co‑owners), free discounted organic breakfasts and lunches, free organic fruit & veg, free parking.
Responsibilities- Customer Communications & CRM – Lead the 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.
- 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 of 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.
- Exceptional leadership and collaborative style, able to build relationships and influence across business functions.
- Highly numerate, analytical and curious, plus able to extract meaning and tell the story to different audiences.
- A true bridge between strategy and execution – a strategic thinker who can 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.
Head of Customer & Retention employer: Springfield Healthcare
At Riverford, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises customer focus and employee well-being. Located in the picturesque setting of Buckfastleigh, Devon, we provide our team with flexible working options, generous benefits including 33 days holiday and an ethical pension scheme, and a commitment to personal and professional growth. Join us to be part of a purpose-driven team where your contributions directly impact customer satisfaction and business success.
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, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer focus and retention strategies so you can showcase how your experience aligns with their goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in CRM and customer insights can drive engagement and retention. Make it clear that you're not just looking for a job, but a chance to make a real impact.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are genuinely interested in joining our team and contributing to our mission.
We think you need these skills to ace Head of Customer & Retention
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of Customer & Retention. Highlight your experience in CRM, customer insights, and retention strategies. We want to see how your skills align with our mission to enhance customer engagement and loyalty.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer-centric roles and how your previous experiences have prepared you for this position. We love a good story that connects your journey to our goals.
Showcase Your Data Skills:Since data and analytics are key to this role, make sure to include examples of how you've used data to drive customer engagement and business performance. We’re looking for someone who can blend numbers with insights to tell a compelling customer story.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Springfield Healthcare
✨Know Your Customer Inside Out
Before the interview, dive deep into understanding the company's customer base. Familiarise yourself with their CRM strategies and how they engage with customers. Be ready to discuss how you can enhance customer retention and loyalty based on your insights.
✨Showcase Your Data Skills
Since this role heavily relies on data and analytics, prepare examples of how you've used data to drive customer engagement in previous roles. Bring specific metrics or case studies that demonstrate your ability to turn insights into actionable strategies.
✨Demonstrate Leadership and Collaboration
This position requires exceptional leadership skills. Think of instances where you've successfully led a team or collaborated across departments. Be prepared to share how you can bridge the gap between strategy and execution while fostering a customer-centric culture.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about challenges you've faced in customer service or retention and how you overcame them. This will show your analytical thinking and customer empathy, which are crucial for this role.
