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- Tasks: Lead exciting CRM campaigns and enhance customer loyalty at Whittard.
- Company: Join a historic brand passionate about luxury tea and coffee.
- Benefits: Generous holiday, up to 50% product discount, and flexible working options.
- Why this job: Make a real impact on customer engagement and drive repeat purchases.
- Qualifications: 3+ years in CRM or Email Marketing, with a passion for customer experiences.
- Other info: Be part of a diverse team that celebrates individuality and growth.
The predicted salary is between 36000 - 60000 £ per year.
At Whittard, we’re passionate about bringing luxury tea and coffee to our communities. We’ve been achieving this goal since 1886, and have ambitious objectives to grow our business with each role being key in delivering these. The Retention Manager (6 Month FTC) is an exciting opportunity to be part of this journey join the Customer Retention team at our Milton Park offices. Reporting to the Head of Retention you will support the team you’ll help shape how we communicate with our customers, support our loyalty programme and play an important part in driving customer engagement and repeat purchases. In return you’ll benefit from hybrid working, generous holiday allowance, fantastic product discounts and investments in your professional training and development.
Responsibilities
- Develop and deliver multichannel CRM campaigns across email, SMS, direct mail and other channels to drive engagement and repeat purchases.
- Lead the day‑to‑day optimisation of the Whittard Loyalty Programme, enhancing sign‑ups, engagement and customer value.
- Manage and optimise the subscription and referral programmes to support customer retention and incremental revenue growth.
- Analyse customer behaviour, campaign effectiveness and key CRM metrics, sharing insights that drive continuous improvement.
- Work closely with Ecommerce, Retail, Creative and Product teams to ensure CRM, loyalty and retention activity is aligned and integrated across the business.
About You
- Minimum 3 years of experience in CRM or Email Marketing, ideally within retail or FMCG.
- A strong understanding of CRM, loyalty and customer lifecycle marketing.
- Insight‑driven, proactive and passionate about delivering customer‑first experiences.
- A track record of analysing and providing recommendations to improve campaigns, results and sales.
- Proven experience of working on lifecycle automated campaigns.
Benefits
- Generous holiday allowance + enjoy your birthday off.
- Up to 50% store discount on Whittard products.
- Monthly product allowance.
- Auto-enrolment Pension scheme.
- Access to our wellbeing portal and Employee Assistant Programme.
- Flexible working opportunities.
- Selection of family friendly benefits.
Whittard of Chelsea is an Equal Opportunity Employer. We thrive to be a diverse and an inclusive organisation. We want to be a place where differences are recognised and celebrated, with a workforce that builds teams from all individualities, backgrounds, and experiences. Together as a Whittard family, we continue to create a culture that encourages, supports, and inspires all our employees to have a voice, to make a positive difference in helping to develop our ambitious brand.
Retention Manager in Milton employer: Whittard Of Chelsea
Contact Detail:
Whittard Of Chelsea Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Manager in Milton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues 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 Whittard and understanding their values and products. Tailor your answers to show how your experience aligns with their mission of delivering luxury tea and coffee to communities.
✨Tip Number 3
Showcase your skills through practical examples. When discussing your experience in CRM or email marketing, use specific metrics or campaigns that highlight your success in driving customer engagement and retention.
✨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 being part of the Whittard family.
We think you need these skills to ace Retention Manager in Milton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Retention Manager role. Highlight your experience in CRM and email marketing, especially in retail or FMCG. We want to see how your skills align with our goals at Whittard!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for customer engagement and loyalty programmes. Let us know why you’re excited about joining the Whittard family and how you can contribute to our journey.
Showcase Your Analytical Skills: Since analysing customer behaviour is key for this role, include examples of how you've used data to improve campaigns in the past. We love insight-driven candidates who can back up their recommendations with solid metrics!
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 get you on board with the Whittard team!
How to prepare for a job interview at Whittard Of Chelsea
✨Know Your CRM Inside Out
Make sure you brush up on your CRM knowledge before the interview. Understand the latest trends in customer retention and be ready to discuss how you've successfully implemented multichannel campaigns in the past. This will show that you're not just familiar with the tools, but that you can use them effectively.
✨Showcase Your Analytical Skills
Be prepared to talk about how you've analysed customer behaviour and campaign effectiveness in previous roles. Bring specific examples of metrics you've tracked and how your insights led to improved results. This will demonstrate your ability to drive continuous improvement, which is key for the Retention Manager role.
✨Align with Whittard's Values
Familiarise yourself with Whittard's mission and values. During the interview, express your passion for delivering customer-first experiences and how you can contribute to their ambitious growth objectives. Showing that you resonate with their culture will set you apart from other candidates.
✨Prepare Questions About the Role
Have a few thoughtful questions ready to ask at the end of the interview. Inquire about the current challenges the Customer Retention team faces or how success is measured in this role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.