Different Dog
CRM Manager
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4-6-month contract (initial)
Location: Remote
Reporting to: Head of Growth
Salary: Competitive, DOE
Apply: careers@differentdog.com
We’re looking for an analytical, process-driven CRM specialist to join our growing DTC pet subscription brand. This is a hands-on role for someone who enjoys building campaigns and automations, as well as identifying opportunities to improve performance. We’re looking for someone who can start ASAP, with the potential for the role to become permanent.
About the brand
At Different Dog, we’re on a mission to change dogs’ lives with real food. We are a team of passionate dog lovers who believe that nutrition matters, and our recipes are built on proven science, with support from our in-house vet and nutritionist. Having seen behind the curtain of the processed pet food industry, we decided to do everything differently. We are a subscription-based B Corp™ delivering hand-cooked, healthy food to over 20,000 UK dogs; our nutritional rating and customer reviews speak for themselves.
What you'll do:
Lead conversion & onboarding (core revenue)
- Own email/SMS journeys converting marketing-generated leads into first orders, through both flows and carefully executed campaigns.
- Own and execute our Refer-a-friend programme; optimising touchpoints and leveraging offers to support new customer acquisition
- Maintain and optimise onboarding flows to reduce early churn and improve first-box to second-box retention
- Work closely with the wider Performance team and Brand team to align CRM timing, messaging and offers, while using data and knowledge of past performance to ensure KPIs are met.
- Support our outbound call team, sharing cross-channel learnings and plans to ensure customers experience a seamless journey.
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Reactivation of paused & churned customers
- Own CRM programmes targeting: paused and recently churned customers along with longer-term churn cohorts where relevant
- Integrate CRM activity with outbound call team workflows
- Ensure CRM and outbound efforts are coordinated, sequenced and measurable
Lifecycle flows & automation (business-critical)
- Maintain, troubleshoot and improve all existing flows in Klaviyo, including: Onboarding, Pre-renewal, Cancellation / pause, Winback, Loyalty / retention
- Ensure flows remain stable, documented and high performing
- Build only where clearly justified - this is not a greenfield role
Analytics, insight & decision support
- Be deeply hands-on with data
- Analyse, conversion by cohort, retention curves, churn triggers and timing, impact of CRM changes on LTV
- Produce clear, decision-ready analysis, and either execute improvements directly or partner with the wider business to ensure data-driven optimisations are carried out.
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Subscription & systems understanding
- Work confidently across:
- Chargebee (subscription logic, states, events)
- Klaviyo (events, profiles, segmentation, flows)
- Ensure CRM logic reflects real subscription states and customer reality
- Flag system limitations or data issues early and clearly
Who you are
- Proven track record owning retention and lifecycle CRM, not just campaigns
- Advanced working knowledge of Klaviyo
- Comfortable working with subscription platforms (Chargebee or equivalent)
- Experience working in DTC or subscription businesses
- Experience collaborating cross-functionally with sales and customer success (Nice to have)
- Very strong analytical mindset
- Comfortable interrogating data directly (not just reading dashboards)
- Pragmatic, with a test and learn mindset
- Ability to prioritise ruthlessly
- Able to take over something mid-flight without redesigning everything
- Comfortable operating with ambiguity and imperfect systems
At Different Dog, we’re an equal-opportunity employer. We embrace diversity in all forms and work hard to foster an inclusive environment that supports everyone to do their best work.
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