Head of Customer Engagement and Retention

Reigniting the Customer Orientation of Tails.com to deliver better customer experiences, leading to growth of key Life Time Value metrics.

Changing the world of pet food for good

We’re Tails.com, a dog food subscription company with a big difference. We create truly tailored food for each and every dog we serve. We start by asking people a few simple questions about their dog. Then we use that information to create their dog’s unique Tails.com recipe – so their dog gets exactly the nutrition they need, in the taste they love, delivered to their door every month. It’s clever stuff.

We’ve got bold plans. Having created an entirely new category in pet food, we’re now scaling fast in the UK – backed by Purina, one of the world’s largest pet food companies. You’ll join a bunch of smart people working towards the same goals – and a bunch of smart-ish dogs, all working on their own thing.

Together, we’ll change the world of pet food for good.

Build our brand

We are an ambitious DTC subscription business revolutionising the pet food category with tailored nutrition designed for each dog’s specific needs. Our mission is to help pets live healthier, happier lives with fresh, customised meals delivered straight to our customers' doors. As we scale, we are looking for an ambitious and commercially savvy Head of Customer Engagement and Retention to drive the customer orientation of Tails.com , and CRM, Trading and CX activities that deliver excellent customer metrics and hence LTV.

Sound like a team you want to join? Here’s how you’ll make a difference:

The role

As Head of Customer Engagement and Retention, you will work closely with the Marketing Director, and other cross-functional teams, to drive our engagement and retention strategy. You will be responsible for bringing together separate customer related teams across the business, into a newly created single customer function.

You will be responsible for:

• Directly leading the newly formed “Customer Engagement and Retention Team” which includes CRM, Trading, and CX teams, to develop and execute impactful plans that deliver the agreed performance across a suite of metrics, while always looking for continuous improvement opportunities in effectiveness and efficiency

• Develop and implement the customer engagement and retention plan, working with all areas of the business, such as CRM, CX, Digital Product, Physical Product, Marketing, Data and Research

• Lead the goal setting and delivery of critical metrics that are driven through delighting our customers e.g. Retention rate, ARPO, LTV, NPS

• Develop the customer contact strategy and optimal channel solution (interactive, social, direct, email, SMS, online etc) to aid and step-change Customer Success outcomes and operational efficiencies

• Own/ actively contribute to the development of segmented customer journeys, working with Proposition, Product Management and Design to optimise the experience, capitalise on opportunities and remove friction at each stage

• Work with the Head of Product to develop a self-serve model (using dynamic tooling, FAQs, content etc) and reduce time and cost to serve

• Develop and deliver campaigns that drive revenue growth by upselling and cross-selling additional products and services

• Own the end-to-end Pricing Strategy and its application in the Digital Product to improve the quality of new ACDs, ARPO and LTV

The skills you’ll bring:

• Strong leadership skills with the ability to inspire, motivate, and empower mixed teams to achieve and exceed targets

• Excellent communication and interpersonal skills, with the ability to build rapport and influence key stakeholders

• Proven experience in Customer and/or Commercial leadership roles including leading multifunctional teams directly or via initiatives - specifically exposure to leading Subscription / Trading teams, CX, and CRM is desired

• Broad understanding of Contact Centre operations, technologies, and metrics

• Highly numerate and analytical, with an ability quickly to synthesise data, draw out accurate insights and implications and present these in different ways to different audiences

• Developing annual targets, forecasting delivery through the months, and leading teams to deliver them, across a suite of commercial and customer metrics

What's in it for you?

• Competitive salary, reviewed annually

• Annual bonus, based on company performance

• Flexible core hours, giving you true work life balance

• Hybrid role to ensure this role works for you

• 25 days of holiday (excluding bank holidays) which increases over time to a max of 27 days

• 9/10 day working week to enhance your wellbeing without a reduction in pay and leave allowance

• Optional 5 days unpaid leave and 1 paid volunteer day each year

• When you need a change of scenery, you can work from abroad 2 weeks every 6 months

• Health insurance for you, paid by Tails.com

• Extended maternity, paternity, shared parental and adoption pay. 6 months at 70% pay

• Flexible paid care leave to support immediate dependants, people close to you and pets

• In house L&D team, with access to year round courses to help drive your development

• 50% discount on all Tails.com

• Discounted gym membership

What’s next

If this sounds like it matches your experience and what you’d love to do, we can’t wait to hear from you! If you’re unsure whether you fit our criteria exactly, please get in touch anyway. And because we believe that diverse teams perform better, we’d especially love to hear from you if you’re from an under-represented demographic.

Here’s a taster of how our recruitment process works:

1. Once you have applied your CV will be reviewed by the Talent Acquisition Team.

2. If selected, you will then have a call with the Hiring Manager to understand more about your skills and experience (60 mins).

3. Should you be successful, the next stage will be a video call with another member of the leadership team (60 mins).

4. If successful, you will be invited to present a task back to a panel of interviewers (60/90 mins).

Our Commitment

We’re proud to be an active equal opportunity employer. We want to give everyone a fair chance to join us in changing the world of pet food for good. We do this by conducting a structured recruitment process for all candidates, as well as actively promoting our roles to communities that are under-represented at Tails.com.

During your interview process you’ll meet some of our team with varying levels of responsibility and experience. We want to give every candidate a fair interview process and if you need any reasonable adjustments made, please let us know.