Butternut Box on cord

Butternut Box

Head of Retention CRM

External position
London, UK
Hiring internally for Butternut Box?
FoodTech
At Butternut, we put the food back into dog food. We believe dogs deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we make freshly prepared dog food.
Active
over 6 months ago
Posted
a month ago
Checked
cord regularly checks that external positions are still open
23 hours ago

Skills & Experience

Job roles: Head of Customer
Experience level: Lead, Leadership
Core skills considered: CRM, Building Teams, Business Analysis, Business Development Strategy, Customer profiling
Other skills considered: Customer service, Customer support, Data Analysis, Stakeholder Management

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

We are looking for a strategic, commercially-obsessed Head of Retention CRM to own the experience of our customers. This is a brand-new role designed to take our CRM function from a "reactive service" to a proactive, world-class lifecycle engine. Reporting to our Director of CRM & Commercial, you will lead a talented team of 4-5 to own the end-to-end customer lifecycle across 10+ markets.

You'll be the architect of our CRM strategy - optimising our tech stack (we use Iterable and SMS at scale), refining our event-based journeys, and ensuring every touchpoint, from the first "hello" to a re-onboarding journey, is optimised for both RoI and customer delight lens. This role is not about open and click rates; it's about LTV, churn prevention, and commercial impact.


What you'll do

Strategy & Architecture

  • Lead the North Star: Own the end-to-end CRM lifecycle strategy across the active customer journey: onboarding, engagement, upsell, churn prevention and re-onboarding.
  • Scale the Plumbing: Design and execute a CRM architecture that works seamlessly across international markets, ensuring quick delivery times and low incident rates.
  • Break the Silos: Partner with Digital Product, Marketing, and Customer Love to ensure CRM is integrated into the wider customer experience, not just an island.

Commercial & Financial Ownership

  • Own the Numbers: You are directly responsible for revenue-impacting KPIs: retention rates, churn deflection performance, engagement.
  • Prove&Prioritise: You'll help define how lifecycle CRM is measured and attributed and how competing initiatives can be prioritised accordingly.
  • CRM Vendor Management: Manage CRM vendor relationships, renegotiate contracts and explore new options to increase RoI.

People Leadership

  • Manage the Managers: You'll lead a team of 4.
  • Coaching & Upskilling: Your goal is to inspire and elevate the team, helping them hit their objectives while fostering a culture of innovation and accountability.

What we're looking for

  • CRM Expert - You have strong experience managing CRM programmes and teams across 5+ markets and languages and across different remits
  • Lifecycle Architect - Significant experience designing and executing customer journeys
  • D2C/Subscription Expert: You have deep experience in a high-growth subscription or high purchase frequency ecommerce environment. You understand the "habit formation" required to keep customers coming back.
  • Commercial Navigator: You think in terms of P&L. You're fluent in retention curves, LTV, discount economics and subscription churn, and you're comfortable building business cases and making ROI-driven trade-offs.
  • Focused Prioritisation: You've run a function with far more inbound than capacity. You're assertive, you prioritise ruthlessly, and you have the humility to listen and the confidence to push back on low-impact requests.
  • Analytical Rigour: You don't just report on data; you find the "so what." You're comfortable with test vs control, cohort analysis and incrementality, and you can attribute impact in areas where it isn't obvious.
  • Tech-Savvy: You know your way around a modern CRM stack. You can partner effectively with Engineering and Data teams to launch scalable templates, event schemas, deliverability measurement.
  • Empathetic Leader: You're a "people first" leader who enjoys coaching senior individual contributors and managers. You have the humility to listen and the assertiveness to push back on low-impact requests.
  • Dog Lover: It's a plus if you have a furry friend at home, but a love for dogs is mandatory!

Company Benefits

  • 25 days holiday (plus 8 bank holidays) and an additional day for every year of service
  • £500 personal learning&development budget
  • Co-working office space
  • Butternut Box employee discount
  • Cycle to work scheme
  • Pension with NEST
  • Flexible working hours and work from home options
  • Friday drinks and monthly team socials
  • Lots of office dogs (Apple, Chambo, Willow, Pugwash, Bella, Gizmo, River, Pip and many more….)
Head of Retention CRM at Butternut Box
Position posted a month ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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