CRM Retention Director – Lifecycle & Growth

Butternut Box; London; Hybrid; NOK 1,141,000 - 1,775,000; Full time

Benefits offered by this job

Paws days off

Share options

Flexible hours

Pension

Job summary

Butternut Box seeks a strategic, commercially-obsessed Head of Retention CRM to own the customer experience. This brand-new role transitions CRM from reactive support to a proactive, world-class lifecycle engine, reporting to the Director of CRM & Commercial, and leading a 4–5 person team across 10+ markets.

You’ll design the CRM strategy, optimise Iterable-based journeys and ensure every touchpoint drives RoI and customer delight, from hello to re-onboarding, with a focus on LTV and churn

Qualifications

• CRM programmes and teams across 5+ markets and languages
• Experience designing customer journeys across lifecycle stages
• High-growth subscription/ecommerce retention expertise
• Fluency in retention metrics, LTV, churn economics, ROI trade-offs
• Ability to prioritise ruthlessly in a high inbound workload environment
• Strong data analysis, cohorts, and incrementality mindset
• Proficiency in modern CRM stacks and engineering collaboration
• People-first leadership with coaching and team development
• Passion for dogs is a plus

Responsibilities

• Own end-to-end CRM lifecycle strategy across the active customer journey
• Scale CRM architecture for international markets and timely delivery
• Collaborate with Product, Marketing and Customer Love to integrate CRM
• Own revenue-impacting KPIs: retention, churn deflection, engagement
• Define measurement, attribution and prioritisation for lifecycle CRM
• Manage CRM vendor relationships and explore RoI-improving options
• Lead and develop a team of 4 people
• Foster innovation and accountability within the team

Skills

CRM expert

Lifecycle architect

D2C/subscription

Commercial navigator

Prioritisation

Analytical rigour

Tech-savvy

Empathetic leader

Dog lover

Tools

Iterable

SMS

Job description

Butternut Box seeks a strategic, commercially-obsessed Head of Retention CRM to own the customer experience. This brand-new role transitions CRM from reactive support to a proactive, world-class lifecycle engine, reporting to the Director of CRM & Commercial, and leading a 4–5 person team across 10+ markets.

You’ll design the CRM strategy, optimise Iterable-based journeys and ensure every touchpoint drives RoI and customer delight, from hello to re-onboarding, with a focus on LTV and churn