Head of Retail Subscriptions & Growth

Pets at Home; England; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Pets at Home is seeking a Senior Manager Retail Subscriptions to own the end-to-end subscription proposition across stores and online channels. You will shape a three-year roadmap, drive acquisition, retention and value, and collaborate with Product, CRM, Trade and Store teams to optimise performance.

The role requires leading end-to-end journeys, leveraging customer insight and market trends, and delivering commercial growth with strong stakeholder management.

Qualifications

• 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.

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.

Skills

Subscription leadership

Customer retention

Data interpretation

Growth strategies

Stakeholder management

Cross-functional collaboration

Job description

Pets at Home is seeking a Senior Manager Retail Subscriptions to own the end-to-end subscription proposition across stores and online channels. You will shape a three-year roadmap, drive acquisition, retention and value, and collaborate with Product, CRM, Trade and Store teams to optimise performance.

The role requires leading end-to-end journeys, leveraging customer insight and market trends, and delivering commercial growth with strong stakeholder management.