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Retention Marketing Manager
Full-time, Competitive

Ref: 12875

Salary: Competitive

Hours: Full-time

Contracted Hours: 39

Contract Type: Permanent

Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF

Description

This is a fantastic opportunity to come and work for a company voted 5th in the Great Place to Work (Best Large Workplaces) awards 2018, and Number 15 in Europe in 2017! We have over 450 stores, over 310 Groom Rooms and we’re the UK's number one pet care business. Our business is fast-paced, innovative and fun and it's our people that make the difference.

We are recruiting for a Retention Marketing Manager. We welcome applications from those looking to work remotely but please note that our Support Offices are located in Handforth (Cheshire) and you may be required to travel to the office on a frequent basis.

The role is responsible for leading on the CRM engagement & retention strategy for our group Pet Care Plan business; to on board, deepen engagement and to reduce churn with the member base.

Key Responsibilities;

  • Based on a deep understanding of the customer develop a Pet Care Plan CRM journey that delivers a personalised on-boarding experience and delivers ongoing plan value to deepen the relationship.
  • Develop the contact strategy with the customer across multiple channels (email, direct mail, app and SMS).
  • Develop automated journeys, mapping and analyse touch-points to drive scale and efficiency
  • Continually optimise the journey through customer insight to shape trial
  • Based on the development of an affinity & churn model convert Pet Care Plan members to other group services and increase retention across Pet Care Plan portfolio.
  • Develop the contact strategy with the customer across multiple channels (email, direct mail, app and SMS).
  • Develop automated journeys, mapping and analyse touch-points to drive scale and efficiency
  • Continually optimise the journey through customer insight to shape trial
  • Facilitate and share customer insight, programme results and customer value to drive further activity plans
  • Continually research and understand the competitive environment to ensure the business remains at the forefront of the industry and front of mind for the customer.
  • Act as a brand advocate for Pet Care Plans ensuring all communications are on brand
  • Adopt a customer first approach, to ensure the CRM is customer focused to maximise effectiveness

Skills Required

  • Experience with Salesforce Marketing Cloud
  • 5+ years of CRM experience
  • Strong commercial ability and experience of working to KPI’s and CRM metrics
  • Proven experience managing retention strategy in a subscription based business
  • A confident and articulate communicator capable of inspiring strong collaboration and change
  • Able to give clarity, direction as well as problem solve
  • Able to prioritise, structure work and effectively manage time
  • Good project management and negotiation skills
  • Multi agency experience

The Benefits;

  • Competitive salary plus bonus
  • 36 days paid annual leave (including bank holidays), rising to 38 days after two years
  • Birthday Leave - 1 day extra leave to celebrate your Birthday!
  • The option to buy extra holidays
  • An extra days holiday when you become a new pet parent (Dog/Cat/Horse)
  • Pension Scheme
  • Colleague Discount- 20% discount for you (plus one family member). This can be used in Pets at Home Stores, Groom Rooms, Companion Care Veterinary Services, and Pet Plan Insurance!
  • “Treats” benefits- an online range of offers and discounts which are available exclusively to Pets at Home Colleagues
  • Life assurance
  • Contributory Private Health Care
  • Charity Leave- You are entitled to have one paid day’s leave each year to work for your favourite animal related charity.
  • Celebrating Special Celebrations? You’ll get 1 extra week off and a gift to celebrate your wedding or civil partnership, and a gift from us if you are expecting or adopting a baby!
  • Free Car Parking
  • Free Gym
  • Colleague of the Month Awards
  • Cycle to Work Scheme

Organisation: Pets at Home

Date Posted: 13-09-2020

Expiry Date: 31-10-2020