Pets at Home Limited
Subscriptions Trading Manager
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Hybrid
We welcome applications from those looking for hybrid working, based 2 days (Monday, Tuesday or Wednesday) per week in our Handforth (Cheshire) Office.
About the Role
As our Senior Manager Retail Subscriptions, you'll own the end-to-end subscription proposition across both our stores and online channels, shaping the strategy that drives customer acquisition, retention, customer lifetime value and long-term business growth.
This is a highly strategic role, responsible for defining and delivering a clear three-year roadmap for our subscription offering. You'll continuously evolve the proposition, ensuring a seamless customer experience at every stage of the journey, from acquisition and onboarding through to fulfilment, engagement, renewal and retention.
Working closely with stakeholders across Product, Commercial, CRM, Trade and Store teams, you'll identify opportunities to enhance the customer experience, strengthen loyalty and maximise commercial performance. With significant visibility across the business, you'll use customer insight, data and market trends to influence decision-making, align priorities and successfully deliver change.
Success in this role will be built on your ability to develop strong relationships and bring people together around a shared vision. You'll collaborate with a broad range of stakeholders, balancing different priorities, influencing at all levels and creating alignment to deliver impactful results.
You'll also have the opportunity to work closely with key supplier partners, building strong external relationships and collaborating on initiatives that enhance our subscription proposition, drive innovation and deliver value for both our customers and the business.
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If you thrive on developing long-term strategies, building meaningful relationships, influencing key stakeholders and delivering commercial growth, this is an exciting opportunity to shape the future of a key area of the business.
Key Responsibilities
- Own and deliver the subscription strategy and long-term roadmap, ensuring it supports business objectives and drives sustainable growth.
- Identify opportunities to increase customer acquisition, retention and lifetime value through proposition development, innovation and market insight.
- Monitor customer trends, competitor activity and performance data to shape future opportunities and priorities.
- Develop and deliver strategies that drive subscription growth across both retail and digital channels.
- Lead initiatives to improve acquisition, conversion, engagement, renewal and retention, using customer insight and performance data to reduce churn and increase member value.
- Partner with Product, CRM, Commercial, Trade and Store teams to optimise subscription performance throughout the customer journey.
- Own the subscription trading calendar and commercial plan, driving performance against key KPIs including subscriber growth, retention, revenue, profitability and customer lifetime value.
- Provide clear performance analysis, forecasts and recommendations, identifying risks and opportunities to maximise results.
- Own the end-to-end subscription journey across online and in-store touchpoints, ensuring a seamless customer experience from sign-up through to renewal.
- Use customer insight, testing and data-led decision making to continuously improve journeys, processes and proposition performance.
- Collaborate with Product, Technology, Operations and Customer Services teams to deliver enhancements, remove customer friction and support the ongoing growth of the subscription proposition.
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About You
- Experience leading a subscription, membership, loyalty or recurring revenue proposition.
- Strong commercial understanding of acquisition, retention, churn, lifetime value and customer economics.
- Proven experience owning and improving end-to-end customer journeys.
- Experience working with Product, CRM, Marketing, Technology, Operations and Commercial teams.
- Strong analytical capability and confidence interpreting performance data and customer insight.
- Experience developing growth strategies and translating them into measurable outcomes.
- Excellent stakeholder management and influencing skills
Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.
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