Customer Retention Manager

3 weeks ago

Chippenham, United Kingdom Pilgrims Europe Full time

?? Chippenham ¦ Full-time office based ¦ CRM Retention Manager About Oakhouse Foods Oakhouse Foods, part of Pilgrim's Europe, has been delivering delicious frozen meals direct to our customers' doors for over 25 years. With the backing of a leading global food business, we combine the care and personal touch of a trusted local service with the strength and resources of a larger group. We're proud to support thousands of loyal customers across the UK — and we're now looking for a CRM Retention Manager to help us take customer loyalty to the next level. The Role As a CRM Retention Manager, you'll play a key role in shaping and delivering retention and loyalty strategies. Working cross-functionally, you'll use customer insight to design journeys that improve satisfaction, build long-term relationships, and deliver measurable business results. What You'll Be Doing Plan, build and optimise CRM campaigns across email, outbound calling and other channels, using RFM and personalised segmentation to drive engagement and retention. Manage and continually refine customer journeys and automations, ensuring timely, relevant and high-quality communications at every stage of the lifecycle. Support the delivery of loyalty and retention initiatives, helping to shape programmes that increase customer value and long-term loyalty. Use customer insights—including feedback, complaints, NPS and Trustpilot reviews—to identify opportunities to improve communications and customer experience. Monitor campaign and journey performance, tracking KPIs such as engagement, conversion, onboarding and churn, and actioning improvements where needed. Work closely with internal teams, the franchise network and external partners to deliver CRM and loyalty activity consistently and effectively across all channels. Present plans, campaign performance and recommendations to key stakeholders to secure alignment and buy-in. Manage day-to-day CRM operations, including scheduling, QA, data selections and compliance checks. Line-manage and develop one team member, supporting their growth and delivery. Oversee budgets and ensure CRM and loyalty activities are delivered efficiently and generate strong ROI What We're Looking For 2+ years' proven experience in customer retention, or loyalty marketing. Strong analytical and problem-solving skills with excellent numeracy and written communication. Strategic thinker with an eye for detail. Proficiency in Excel, Word, PowerPoint, and retention systems (HubSpot experience a bonus). Ability to work collaboratively across teams and influence stakeholders. Experience in the franchise sector is desirable. What We Value Determination. Ownership. Simplicity. Why Join Us? This is a fantastic opportunity to make a real impact in a growing, customer-focused business that's part of Pilgrim's Europe. You'll have the autonomy to shape retention strategies, the support of a collaborative team, and the chance to deliver measurable results that drive both customer loyalty and business success. Competitive salary 25 days holiday plus bank holidays Pension and life assurance schemes Wellbeing support, including Employee Assistance Programme Opportunities for career development and progression withing Pilgrim's Europe If you're passionate about customer experience, thrive on data-driven insight, and want to be part of a business that truly values its people, we'd love to hear from you. Apply today and help us shape the future of customer loyalty at our Oakhouse Foods business unit.TPBN1_UKTJ

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