Pets at Home Limited
CRM Manager - 12 Month FTC
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CRM Manager – Maternity Cover (12-Month Contract) | Hybrid Role (2 Days On-Site in Handforth, Cheshire)
As a CRM Manager in this temporary 12-month maternity cover position, you’ll play a strategic role in shaping and executing customer engagement initiatives. Reporting to the Senior CRM Manager, this hybrid role requires 2 days per week on-site, balancing remote work with team collaboration.
You’ll lead campaigns, optimise customer experiences, and drive commercial success across our pet care ecosystem.
Key Responsibilities
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Strategic customer engagement:
- Deliver a cohesive engagement plan for Pets Club and Vets, maximising value from the existing customer base.
- Develop and enhance key customer journeys (Pets Club Welcome, New Puppy & Kitten, Senior Pet) to improve engagement and commercial outcomes.
- Oversee targeted communications (e.g., vet-triggered triggers such as vaccination reminders, flea/worm treatments, care plans) and Vet Solus campaigns via timely, personalised interactions.
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Analytical and data-driven decision-making:
- Interpret data and analytics to identify opportunities, reduce customer attrition, and build long-term loyalty.
- Optimise channel selection, content, and timing to enhance campaign performance.
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Team leadership and stakeholder collaboration:
- Lead a small team (including at least one direct report) and deputise for the Senior CRM Manager as needed.
- Work closely with external partners and internal stakeholders across Own Brand, Grooming, Vets, and Insurance.
- Coach team members on tools, workflows, and best practice.
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Cross-functional project execution:
- Align commercial priorities, finance teams, and analytics teams on voucher strategies and campaign testing.
- Ensure high-quality, on-brand CRM communications and strategic alignment across marketing touchpoints.
Requirements
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Experience:
- 5+ years delivering and activating B2C CRM programmes (B2C experience is critical).
- Proven supplier management skills, balancing agency/partner relationships effectively.
- At least 2 years of people management experience to lead a small team.
- Confidence in handling campaign rollouts, from testing phase to project execution.
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Soft Skills & Mindset:
- Data-literate with strong customer advocacy—able to translate data insights into strategic actions.
- Agile and resilient—comfortable adapting plans when needed and rolling with challenges.
- Attention to detail—dimensional accuracy in campaigns and communications.
- Collaborative and client-centric—builds strong relationships across organisational levels.
- Creativity with passion for pets—bringing energy to enhance loyalty propositions.
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- Technical Skills (Advantageous but Not Essential):
- Experience with Salesforce Marketing Cloud or Power BI (data visualisation/analysis).
What You’ll Gain
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Impactful development & visibility: A fast-paced environment where you’ll gain exposure to senior stakeholders, influencing CRM strategy and customer loyalty initiatives.
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Impetus for growth: Even as a 12-month contract, this role offers unmatched leadership responsibility—ideal for those seeking hands-on experience to accelerate their career.
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eronment: Our dynamic, purpose-driven culture combines innovation with a customer-first approach. We celebrate diversity, inclusivity, and uncovering exceptional talent.
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A brand with purpose: Contribute to an industry where breeding loyalty (in pets and people) is at our core.
Are you our next CRM leader? Apply today—whether your focus is commercial acumen, team management, or a passion for pet care.
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