Customer Care Representative jobs in United States

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Wild Nutrition does supplements differently. Unlike 95% of the supplement market, Food-Grown ingredients are as close to their original food form as possible. Better recognised, better absorbed, better retained.

We’re looking for a highly motivated, data-driven and customer-obsessed CRM Manager to develop and implement CRM strategies that drive customer retention, increase lifetime value, and build long-term loyalty for our growing supplement subscription brand. This is a strategic and hands-on role with a clear focus on maximising customer lifetime value, reducing churn, and deepening customer loyalty—particularly through subscription.

You'll take full ownership of CRM performance, using insights and segmentation to shape every touchpoint and deliver personalised, data-driven journeys that build long-term customer relationships, from welcome journeys and nurture flows to churn prevention and winback campaigns. With a deep understanding of our customers and their needs, you’ll ensure every message adds value, builds trust, and strengthens the relationship. You will lead and develop a CRM Executive, and will work in close partnership with a number of teams in the business including eCommerce, Growth Marketing, Finance, Customer Care & Operations to ensure we have a holistic plan to accelerate growth and drive engagement across the business.

At Wild Nutrition, we offer more than just a job. We provide a rewarding and meaningful career in a supportive environment that values collaboration, innovation, and wellbeing. Your work will help shape our future and contribute directly to our mission of empowering women's health through pioneering, science-backed supplements.

• Develop and implement a CRM roadmap to enhance customer retention, drive loyalty, and support subscription growth.
• Monitor and analyse key performance metrics (LTV, churn, AOV, CTR, OR, repeat purchase rate, skip rate), with a test-and-learn approach using real-time data to pivot strategy and optimise for improving engagement, conversion, and retention.
• Use high levels of data insight, analysis and segmentation to understand the different behaviours and needs of our consumers. Identify VIP and high-value subscriber segments and implement new ideas to continuously attract, delight and re-engage these customers, driving AOV and LTV.
• Design and implement data-driven customer lifecycle campaigns (e.g., onboarding, replenishment, churn prevention, winback), using email automation flows, SMS, social (and new channels), based on customer segmentation, ensuring timely, relevant, and personalised communications at every stage of the customer journey.
• Define and lead a database growth plan, through collaboration with the eCommerce team & Brand Marketing team to drive lead generation via organic, direct, and referral initiatives.
• Lead creative testing and A/B experimentation (copy, design, subject lines, send times) to drive higher engagement, CTR, conversion, retention, and LTV, through cohesive storytelling and customer experience.
• Partner with the eCommerce and Brand team to build and deliver cost-efficient growth of a rewards and referral programme, to drive advocacy and long-term loyalty, optimising subscriber LTV.
• Develop creative reactivation and winback strategies using both digital and offline approaches like direct mail.
• Own the creation and execution of the CRM content calendar – with a focus on email and SMS – ensuring copy, creative and timing are optimised for impact.
• Partner closely with our eCommerce Product Manager and Senior Growth Manager to identify and deliver loyalty content, onsite touch points, and behaviour-based automations which optimise our acquisition, conversion and retention efforts, to elevate the customer experience.
• Ensure data privacy and compliance with GDPR and other relevant legislation in all CRM activities.
• Champion a culture of insight-led thinking and continuous improvement within the CRM function, staying ahead of trends and best practice in customer engagement.
  

Requirements

• Highly analytical with a love for data, testing and insights – you’re as comfortable in a spreadsheet/ analytics tool as you are writing a brief.
• Proven track record in data-driven customer lifecycle marketing, ideally within a subscription-based or D2C brand.
• Has a deep understanding of customer retention and is able to think outside of the box to solve complicated problems
• Deep experience with Klaviyo. Hands-on experience with other CRM platforms (e.g., HubSpot, Bloomreach etc.) is a bonus.
• Takes accountability and leads from the front, and brings the best out of their team.
• Highly ambitious: Determined to make an impact and willing to go the extra mile to ensure tasks are executed to a high level.
• Thrives on taking responsibility and initiative, possessing the autonomy to make informed decisions that drive our retention efforts forward.
• Experience with automation and analytics automation tools (e.g., GA4, Triple Whale etc.)
• Strong communication and collaboration skills – able to work across teams to drive customer-first thinking.
• Passionate about health, wellness, and helping people build better habits through supportive, value-led communication.
• Time given every year to volunteer with a local charity of your choice
• All the latest tech you need
• Flexible hybrid working model
• Summer Fridays
• Private health insurance
• Enhanced Leave package with added years of service extras
• Employee Assistance Programme
• Team discount on all Wild Nutrition supplements and personalised consultations
• Cycle to work scheme
• Enhanced parental leave policies
• Be part of a passionate, friendly and transparent culture