Lifecycle CRM Leader for Global D2C Pets

Butternut Box | B Corp; Greater London; Hybrid; GBP 90,000 - 140,000; Full time

Benefits offered by this job

Holiday allowance

Paws days off

Learning budget

Share options

Dog discount

Enhanced parental leave

Flexible hours

Cycle to work

Nest pension

Private medical

Private dental

Fertility & pregnancy leave

Sabbaticals

Gym discount

Office dogs

Job summary

Butternut Box, a UK-based B Corp, is seeking a Head of Retention CRM to own the end-to-end customer lifecycle across 10+ markets. You’ll lead a 4–5 person team, design the CRM strategy, and drive ROI with Iterable and SMS at scale.

Reporting to the Director of CRM & Commercial, you will partner with Product, Marketing and Customer Love to ensure CRM is embedded in the wider experience, optimise for LTV, reduce churn and deliver commercial impact.

Qualifications

• CRM programmes and teams across 5+ markets and languages
• Lifecycle customer journeys design and execution
• Experience in high-growth subscription ecommerce
• Commercial focus on retention, LTV and ROI

Responsibilities

• Own end-to-end CRM lifecycle strategy across onboarding, engagement, upsell, churn prevention and re-onboarding.
• Design CRM architecture for international markets with fast delivery and low incident rates.
• Collaborate with Digital Product, Marketing, and Customer Love to integrate CRM into the wider customer experience.
• Lead a team of 4 managers and coach the team to hit objectives and foster innovation.

Skills

CRM expert

Lifecycle design

D2C / subscription

Commercial mindset

Prioritisation

Analytical rigour

Tech-savvy

People leadership

Dog lover

Tools

Iterable

SMS

Job description

Butternut Box, a UK-based B Corp, is seeking a Head of Retention CRM to own the end-to-end customer lifecycle across 10+ markets. You’ll lead a 4–5 person team, design the CRM strategy, and drive ROI with Iterable and SMS at scale.

Reporting to the Director of CRM & Commercial, you will partner with Product, Marketing and Customer Love to ensure CRM is embedded in the wider experience, optimise for LTV, reduce churn and deliver commercial impact.