CRM Specialist

Join Our Pack
🐶🍽️

From a bold idea to revolutionising dog food,
Years
has grown into a fast-scaling business dedicated to helping dogs live longer, healthier lives.

In just three years, we’ve built an incredible startup, serving thousands of
happy customers
while staying true to our mission. Our goal? To give dog owners a better, fresher, and healthier way to feed their pets. We provide
human-cut, personalised meals
tailored to each dog’s needs. This is with no preservatives, no compromises, just real nutrition delivered to their door.

Our customers span the UK, and we’re only just getting started. With ambitious plans to scale internationally, we’re continuing to transform how people care for their dogs.

As our
CRM Specialist
, you’ll own and elevate customer communications across
email, SMS, and Whats App
, turning lifecycle marketing into one of the most powerful growth and retention drivers in the business.

This role is central to how we engage, retain, and grow our customer base especially within our
subscription model
. You’ll blend strategy, creativity, and data to deliver highly personalised, high‑performing campaigns and automated journeys that drive lifetime value and build long‑term loyalty.

• Build meaningful, personalised relationships with customers throughout their lifecycle.
• Drive retention, repeat purchase, and subscription growth.
• Improve consistency, performance, and strategic direction across email and Whats App.
• Unlock revenue opportunities through better segmentation, automation, and testing.

• Execute the CRM strategy across email, SMS, and Whats App.
• Scale automated lifecycle flows to reduce churn and increase LTV.
• Improve campaign planning, performance tracking, and experimentation.
• Deliver a seamless, on‑brand customer experience across all CRM touchpoints.

• Directly reports into the Digital Lead who is led by the Head of Retention & community.
• Workload will naturally require communication and data reporting to the Head of Subscriber Growth also.
• May take on more ownership of workflows as the team grows.

• Partners with developers for more complex flows and automations along with designers for specific creative campaigns.
• Developers for design-focused emails.
• Works with commercial and data teams to align messaging with trading priorities.
• Supports customer service initiatives with thoughtful, timely communications and with specific campaign or flow ticket responses.

• Hands-on ownership of campaigns, flows, and day‑to‑day CRM execution.
• Strategic oversight of lifecycle, segmentation, and testing roadmaps.
• Continuous optimisation using performance insights and experimentation.

• Work closely with the Digital Lead to execute CRM activity across
  email, Whats App, and SMS
  .
• Build and optimise automated flows including welcome, onboarding, abandoned cart/browse, post‑purchase, replenishment, win‑back, and churn prevention.
• Plan and deliver weekly campaign calendars aligned to trading and marketing goals.
• Develop CRM strategies specifically for
  subscription customers
  .
• Design emails in
  Klaviyo
  , building directly.
• Lead A/B testing across subject lines, creative, messaging, offers, and send times.
• Manage segmentation and personalisation to improve relevance and engagement.
• Track performance and share insights on revenue, retention, and engagement.
• Ensure best practice around consent, GDPR, and deliverability.

• Hands‑on experience with
  Klaviyo
  and
  Shopify
  .

• Experience working within a
  subscription eCommerce
• Strong understanding of segmentation, personalisation, and lifecycle marketing.
• Ability to design and build emails with a strong eye for UX and conversion.
• Experience running campaigns and flows across
  Whats App
  (and ideally SMS).
• Confident analysing performance metrics such as open rate, CTR, CVR, revenue per recipient, churn, and LTV.

• Basic HTML/CSS for email editing.
• Experience with SMS platforms.
• Knowledge of email deliverability best practices.
• Experience running structured experimentation programmes.

• Annual £250.00 Learning & Development budget…