CRM Retention Manager

Omni Pet; United Kingdom; Remote; GBP 35,000 - 55,000; Full time

Job summary

An innovative company is seeking a passionate CRM Retention Manager to enhance customer experiences and drive sustainable value. In this role, you will collaborate with a dynamic team to define and implement retention strategies that resonate with pet parents. Your analytical skills will be crucial in understanding customer insights and improving our CRM practices. This remote-first workplace values work-life balance and fosters a supportive environment where your contributions can make a real difference. Join us in our mission to provide exceptional care for pets and their owners!

Benefits

Bupa cover

Product discounts

Work-life balance

Supportive team environment

Qualifications

• 3+ years in a CRM role with a focus on retention and acquisition.
• Strong analytical skills for data-driven decision making.

Responsibilities

• Manage customer lifecycle and retention metrics.
• Collaborate with teams to implement retention strategies.

Skills

CRM strategy development

Customer journey mapping

Data analysis

Communication skills

Collaboration

Emotional intelligence

Education

Bachelor's degree

Tools

Klaviyo

Job description

3 days ago Be among the first 25 applicants

We’re Omni, a remote-first, pet-obsessed company on a mission to support pets and their people with expert advice and great nutrition. We're looking for an experienced CRM Retention Manager to join our growing team and support us drive sustainable lifetime value from pet parents across the UK.

What's the role?

As part of our small, passionate team you’ll work with the Head of Growth to define and implement our customer retention strategy. Combining skills across analysis, customer insight, and CRM best practice you’ll play a vital role in creating a positive, trusted experience for our customers that makes a real impact on our rapidly scaling company.

Responsibilities

• Ownership of the customer lifecycle and Retention & CRM metrics
• Identify and implement strategies that maximise lifetime value of Omni customers.
• Collaborate with teams, internally and externally, to deliver strategies that are on brand and maintain a consistent tone of voice
• Be hands-on in our ESP, Klaviyo, managing campaigns, data and flows
• Use quantitative and qualitative data analysis to drive customer insight
• Work with the Customer Excellence Team to understand the customer experience
• Work with Head of Growth to influence acquisition activity to drive best value campaigns
• Support Head of Growth in delivering a best-in-class Manage Account area on omni.pet
• Inspire the wider business with results, insights and ideas

Who we're looking for:

We’re seeking an experienced and hands-on CRM Retention Manager who is:

• 3+ years’ experience in a CRM role developing customer journeys for acquisition and retention, ideally in a subscription business
• A good understanding of DTC subscription businesses and customer retention activities
• Experience in launching audience-specific dynamic content lifecycle and event-triggered CRM programmes.
• Proficiency across CRM software, particularly Klaviyo
• Top-quality analytical skills. A big part of your job involves testing, gathering and analysing data to help you understand your customer base.
• Strong communication skills, with a natural tendency to collaborate and lead both people and projects
• Passionate about pets and dedicated to delivering a great customer experience
• Positive and adaptable – every day at Omni is a little different
• Self-motivated, reliable, and comfortable working independently
• Calm under pressure, with strong emotional intelligence

Why join Omni?

• Remote-first – Work from home, always.
• Supportive team – Genuinely kind, collaborative people.
• Work-life balance – Remote work that actually works.
• ???? Perks – Bupa cover, product discounts, and more.

Who we are:

At Omni, we’re on a mission to allow allergy-prone and overweight pets to live healthier, happier lives. We're a UK-based pet food and supplements brand driven by innovation, ethics, and real care. Our allergy-friendly, vet-backed products are made to help dogs thrive without compromising on flavour—and we even offer free consultations because we truly stand by our support-first approach.

We believe in building an inclusive and diverse workplace where everyone feels respected, valued, and empowered. We actively seek team members who reflect the communities we serve and celebrate different perspectives. Your voice matters here.

Ready to join a company where pets (and people) come first?

We’d love to hear from you!

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Manufacturing