Retention Manager

Overview

(Part Time - 22.5 hours Wednesday-Friday)

Thirsk or Crick |
Permanent |
Site-based

We re excited to be recruiting for a Retention Manager to join our DTC Marketing team. This is a fantastic opportunity for an experienced, data-driven retention specialist, perfect for someone passionate about customer loyalty, lifetime value, and creating exceptional end-to-end consumer experiences.

You ll be responsible for using data insight and the DTC marketing toolkit to design and deliver retention strategies that increase loyalty, frequency of purchase, and long-term customer value across our direct-to-consumer brands.

INSPIRED Pet Nutrition is an innovative, well-established, and award-winning pet food manufacturer employing over 1,200 colleagues across the UK and Europe. Our family of brands includes Harringtons, Wagg, Barking Heads & Meowing Heads, AATU, Blink, Butcher s, Classic, Pro-Nutrition, and Ultra Premium Direct, along with a number of partner brands that trust us to produce food on their behalf. Our kitchens in Thirsk, Kinmel, and Crick produce a wide range of dry, wet, and baked foods enjoyed by dogs and cats all over the world.

Our ambition is simple: to become a global leader in pet nutrition.

Our

Purpose:

To create happiness

We re on a mission to set a new standard of workplace happiness within the pet nutrition industry-one that looks like no other and feels like no other. Our culture is built on INSPIRED s unique behaviours and colleague experience, creating an environment that excites, empowers, and puts people and pets at the heart of everything we do.

• Use data from multiple sources to identify causes of dissatisfaction and customer churn, turning insight into clear action plans
• Build and lead bespoke retention strategies and projects to improve customer loyalty and satisfaction
• Identify and resolve issues impacting retention, including subscription processing, delivery, inventory, product quality, unboxing experience, and consumer care
• Drive frequency of purchase, upsell, and cross-sell through automated CRM and email flows to increase lifetime value
• Own and manage loyalty schemes, driving engagement, advocacy, referrals, and retention
• Work closely with Brand Managers to deliver  surprise and delight  initiatives and improve the end-to-end customer experience
• Lead win-back strategies for churned subscribers in partnership with Consumer Care teams
• Act as the key link between Marketing and Consumer Care, identifying recurring issues and supporting retention agents with tools, promotions, and insights
• Monitor and report on key DTC KPIs including churn, retention, LTV, Trustpilot, CSAT, and email performance

• Degree calibre, with 3+ years  experience in a DTC role within a branded or FMCG environment
• Proven track record of driving retention, loyalty, and lifetime value, ideally within a subscription model
• Strong experience using CRM platforms such as Klaviyo, Mailchimp, or similar
• Experience working closely with Consumer Care / Customer Service teams and platforms such as Zendesk or Gorgias
• Confident analysing data and turning insight into practical, commercial actions
• Collaborative, proactive, and motivated by continuous improvement and customer happiness

At INSPIRED, we want to inspire colleagues to join, stay, develop, and achieve, creating an inclusive and sustainable business fit for growth. One of the enablers of achieving this is offering competitive pay and benefits to all colleagues.

• Hybrid and flexible working
• Annual bonus related to personal and company performance
• Enhanced pension, life assurance, and enhanced maternity, paternity, sick pay, and holiday buy options
• People and Pets First benefits, including paw-reavement and paw-ternity leave and bring your dog to work
• Healthcare cashback plan and Hertility at-home fertility testing
• Heavily discounted pet food and lifestyle benefits (Netflix, Spotify, or breakdown cover)
• Retail and gym discounts, electric car scheme, and free onsite parking and electric car charging
• Onsite canteen, free hot drinks, and modern facilities

INSPIRED Pet Nutrition is…