CRM Manager - 12 Month FTC

Cheadle, Stoke-on-Trent, UK (Hybrid)

Salary Not AvailableSenior Level5+ years expFull time

Posted 4 weeks ago

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Job Summary

Own end-to-end CRM activation for Pets Club and Vets, turning business goals into customer-led journeys that lift retention and value through targeted testing and rollout.

  • CRM execution: plan, test, and roll out campaigns with Analytics, ensuring accurate delivery and voucher integrity.
  • Customer insight and activation: champion the voice of the customer, align cross-functional priorities, and optimize segmentation and churn.
  • Collaboration and measurement: partner with analytics, finance, and suppliers to measure campaign performance and voucher strategy.

Job Description

Responsibilities

  • Deliver a cohesive engagement plan for Pets Club and Vets, driving value from existing customers
  • Lead targeted CRM campaigns with Analytics, from testing through to rollout
  • Translate business goals into clear, customer-led activation plans
  • Improve key metrics including customer value, segmentation and churn
  • Manage and prioritise customer activity within an effective contact strategy
  • Align priorities across Own Brand, Grooming, Vets and Insurance
  • Champion the voice of the customer using insight and data
  • Ensure high-quality, accurate delivery of CRM communications and vouchers
  • Oversee CRM plan delivery across internal teams and agencies
  • Coach and support team members on tools, processes and best practice

Requirements

  • You’ll bring at least 5 years’ experience delivering and activating CRM programmes within a B2C environment, alongside the ability to effectively manage external suppliers.
  • With at least one direct report, this role is ideal for someone with around 2 years’ people management experience.
  • Strong track record of building relationships with stakeholders at all levels, including Heads of and Director-level, and feel confident leading in the absence of the Senior CRM Manager.

Nice to Have

  • Experience with Salesforce Marketing Cloud and Power BI would be beneficial, but is not essential.
Pets at Home logo

Pets at Home

3.2 Glassdoor

Since 1991, when we were a wholesaler with a team of just 15, we’ve been focused on getting better every day. By putting pets before profit, working as a team and taking pride in everything we do, we’ve grown into a 451 store network with more than 8,913 colleagues working in our Stores, Grooming Salons, Distribution Centres and Support Office.We are the UK’s leading pet specialist, providing pet owners with all their product needs, as well as our Vets for Pets practices and Grooming salons. We support our colleagues to work with pride and passion, to bring honesty and integrity to work every day, and to do it all with a sense of fun and fearlessness. We never shy away from having the important conversations and doing what we say we’ll do.Our values and behaviours are practiced daily across the business and are what really makes us an enjoyable, exciting place to work. We're always striving to develop and reward our colleagues with an extensive in-house series of training programmes, wellbeing initiatives and a comprehensive benefits package. In 2018 we were delighted to be voted top 5 in the Great Place to Work UK’s Large category. Our colleagues are central to the success of the business and are fully trained in pet care and dedicated to animal welfare. Pets are central to everything that we do and 93% of colleagues have their own pets too! If you like the sound of life at Pets at Home, you can find out more on our dedicated careers site: https://www.petsathomejobs.com/

Founded in 1991
Handforth, England, GBR
5.4K employees (102 in marketing)
44% recommend to a friend
36% CEO approval

Traffic Signals

Monthly Visitors
4.4M
Monthly Google Ads Budget
$2.1K
Traffic Source Mix
Search
62%
Direct
32.6%
Referral
3.6%
Social
0.8%
Paid
0.8%

Headcount Trend

Current headcount: ~5.4K

Marketing Team

Marketing Roles Posted (Last 30 Days)
2

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