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Love Dogs & Happy, Loyal Customers? This could be the perfect role for you!

Role: Retention Marketing Manager

Hybrid Working - 3 days Old St, London - 2 days remote

Reporting to: COO

PetsPyjamas, the UK’s leading dog-friendly travel company, is seeking a strategic and dynamic Retention Marketing Manager to develop and lead retention marketing through targeted personalised communications. You will devise and execute programs to acquire, nurture and retain customers through the whole customer lifecycle.

This could be perfect for somebody looking for a step up the ladder from an executive role in an E-commerce/Sales environment.

The ideal candidate will thrive on working omnichannel with a customer-first mindset, and the ability to define strategy and drive implementation. A proven track record of delivering commercial growth through CRM and personalisation strategies is a must.

This is a fantastic opportunity to work at the very heart of PetsPyjamas and have a direct impact on consumer performance in an award-winning, market-leading travel business.

Key Responsibilities

• Leading the CRM campaign and personalisation strategy across all consumer touchpoints to deliver growth and improved retention of customers, from concept to delivery, across a customer's lifecycle starting by nurturing our new customers, engaging and retaining them and driving frequency, and finally winning them back
• Define, implement and optimise triggered email and SMS programmes
• Build, schedule and launch BAU and automated campaigns across email and other channels to tight deadlines
• Launch and iterate new retention campaigns spanning beyond emails (ie. Meta retargeting) working with colleagues to implement
• Own the day-to-day relationship with Mapp (our current ESP platform)
• Lead the PetsPyjamas CRM marketing calendar, collaborating with the Product and Sales Teams
• Continuously look for opportunities to improve the effectiveness of activity and head new activities to drive innovation, best practices and incremental gains
• Report on all retention activities and performance (including supporting partners/suppliers/hotels with insights)
• Adhere to brand, legal and GDPR requirements and guidelines

Expectations and KPIs

• Deliver against PetsPyjamas traffic, revenue, LTV and active subscriber targets
• Double our email share of traffic
• Running an RFP with a view to migrate or upgrade platforms later in 2023

Experience required

• Deep understanding of and experience with CRM, digital marketing and personalisation, and its value in delivering revenue and growth - likely a minimum of 2-3 years experience
• Experience in migrating from one ESP to another
• Experience in driving retention across multiple touchpoints (ie. beyond emails) within a sales/e-commerce environment - experience in the Travel industry is a plus
• Hands-on experience with CRM technologies and methodologies and familiarity with HTML, CSS and email coding
• Strong knowledge of different segmentation models and experience in setting up triggered communications

Key Attributes

• Attention to detail is second to none, with stringent QA, ensuring communications have a high impact
• Ability to define strategy and drive implementation
• Robust analytical skills, ability to spot trends, report to stakeholders as well as run AB tests and control group approaches
• Effective prioritisation skills, someone who takes the initiative and is self-motivated
• Confident in stakeholder and agency management and able to maintain positive relationships
• Comfortable working independently whilst having a collaborative approach working alongside different departments with individuals of differing levels of knowledge

The PetsPyjamas Pack & Package

Being part of the PetsPyjamas Pack is being part of an energised and enthusiastic team who are building this business to grow!

The Pack are proactive, agile and able to work collaboratively whilst thriving on independence and empowered to make key decisions. You’ll be hands-on, question everything, passionate about providing an excellent customer experience and ultimately love our brand!

• Competitive Salary
• 25 Days Holiday excluding bank holidays
• A personal development plan focused on career progression and supported training
• 3% pension contribution, matched
• Personal annual training budget plus time off to train
• Excellent staff travel benefits
• Generous friends & family discounts
• Regular socials of all kinds including community contribution activities
• Dog-friendly office which makes everyone smile!

Please send your CV & Cover Letter outlining your experience to date to marketing@petspyjamas.com.

Job Type: Full-time

Pay: £40,000.00-£45,000.00 per year

Benefits:

• Casual dress
• Company pension
• Work from home

Work days:

• Monday to Friday

Education:

• Bachelor's (preferred)

Experience:

• CRM software: 2 years (required)
• Email marketing: 2 years (required)

Work Location: Hybrid remote in London

Reference ID: Retention Marketing Manager