CRM Manager

Reporting directly to the Head of Loyalty & CRM, you'll own the planning, prioritisation and orchestration of CRM communications to existing customers. This is a highly collaborative role, working with partner teams and CRM Managers balancing commercial demands with customer empathy to ensure our communications are relevant, timely and never overwhelming. You'll translate business needs into a clear, cohesive customer contact plan, guiding what we send, when we send it and why, all while supporting engagement, sales and long-term customer lifetime value. This role offers hybrid working (two office days per week) from our Support Office in Handforth, Cheshire. Key responsibilities will include:

• Overseeing the CRM activity plan for existing customers, ensuring a joined-up approach across Retail, Grooming, Vets and Insurance
• Acting as the central point of control for customer communications and discounts, balancing multiple stakeholder priorities into an optimal contact strategy
• Planning and overseeing segmented, targeted and test-and-learn CRM programmes across multiple channels
• Being the voice of the Pets Club customer, using insight and performance data to shape plans and influence decision-making
• Leading delivery through internal teams, CRM Executives and external agencies
• Driving quality, efficiency and accuracy across CRM communications and associated vouchers
• Supporting continuous improvement of the Pets Club experience, working closely with Trading, Pricing, Promotions and Analytics teams
• Deputising for the Senior CRM Manager and helping develop the wider CRM team, Our new salary calculator is designed to give you a clear picture of your potential salary, bonuses, and pension at Pets at Home. But that's just the start-we also offer a range of additional benefits, from holiday purchase options to private health and life assurance. These are all part of our commitment to your well-being, ensuring you're supported in every aspect of your life. With this tool, you can begin to see how rewarding your future with us could be.
Calculate your reward Enter your salary and we will calculate your overall reward. Total amount you earn per year Base Salary £ Annual Performance Related Bonus £ Employer Pension £ Total Reward £ Please note that the salary calculator provides an indicative estimate of your potential earnings, including salary, bonuses, and pension contributions. While we strive for accuracy, the figures displayed are for guidance purposes only and do not constitute a guarantee of actual remuneration. Final compensation details will be confirmed during the hiring process.


• Proven experience activating CRM programmes in a Business to Customer (B2C) environment
• Strong planning and organisational skills, with a hands-on, delivery-focused mindset
• Confidence managing agencies and multiple stakeholders in a fast-paced business
• A commercial outlook combined with genuine customer empathy
• The ability to prioritise ruthlessly, separating strategy from tactics and influence at all levels
• A test-and-learn mentality, supported by strong numerical and analytical skills
  
  At Pets at Home, our Pets Club sits at the heart of how we build lasting relationships with millions of pet owners. We're now looking for an experienced CRM Manager to take a lead role in shaping and planning our customer-first communications, acting as the "air traffic controller" for CRM activity, offers and vouchers across our pet care ecosystem., Why Pets at Home?
You'll be joining a passionate, purpose-led business where pets and their owners are always at the centre of decisions. This is a high-impact role with real visibility, ideal for a CRM leader who thrives on planning complexity, customer-first thinking and making things happen. Because when it comes to CRM at Pets at Home, every message matters! Pets just see people. They aren't biased and they don't discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don't perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!