Customer Retention Manager

Pilgrim's

  • Chippenham, Wiltshire
  • Permanent
  • Full-time
  • 5 days ago
My job📍 Chippenham ¦ Full-time ¦ Customer Retention ManagerAbout Oakhouse FoodsOakhouse 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 Customer Retention Manager to help us take customer loyalty to the next level.The RoleAs Customer 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
  • Analyse customer behaviour and define segmentation strategies.
  • Collect and act on insights from customer feedback, complaints, NPS and Trustpilot reviews.
  • Develop and implement retention and loyalty plans that achieve business objectives.
  • Define and manage the customer journey, ensuring a high-quality experience at every touchpoint.
  • Plan, launch and evaluate retention tests to reduce churn and increase lifetime value.
  • Collaborate with colleagues, the franchise network and external partners to deliver strategies by channel.
  • Present strategies to the franchise network and sales teams to secure buy-in.
  • Track KPIs such as conversion, onboarding, churn and CLV, reporting on results and making data-driven improvements.
  • Directly manage and develop one team member.
  • Manage budgets and ensure marketing activities deliver strong ROI.
What We're Looking For
  • 2+ years' proven experience in customer retention, CRM, 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 CRM systems (HubSpot experience a bonus).
  • Ability to work collaboratively across teams and influence stakeholders.
  • Experience in the franchise sector is desirable.
What We ValueDetermination. 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.The companyPilgrim's Europe produces some of the best-known and most iconic brands in the UK and Ireland, including Fridge Raiders, Rollover, Denny, Richmond, Oakhouse and Moy Park, alongside a diverse range of industry leading own-label products in categories including fresh pork, lamb and chicken, working with all the major retailers and food service outlets.Our portfolio extends to authentic chilled and frozen ready meals, snacking ranges, added value and food service products.Across Pilgrim's Europe we combine 20,000 of the best people in the industry, united by a shared set of core values and a passion for producing the highest quality, most delicious and innovative food, which is enjoyed by millions of people in the UK, Ireland and Europe every day. Our Pilgrim's Europe team are based in our Pilgrim's UK, Moy Park, Pilgrim's Food Masters and Pilgrim's Shared Services businesses.What we'll bring to the tablePeople matterOur valuesDeterminationSimplicityAvailabilityHumilityDisciplineSincerityOwnership

Pilgrim's