Retention & CRM Lead

Grub Club is hiring a Fractional Retention & CRM Lead

• 2-3 days/week
• hybrid (epic London Bridge office with some of the UK's best consumer brands)
• Day rate/retainer depending on experience
• Start: ASAP

If you love turning first-time buyers into loyal regulars, reducing subscription churn, and building retention systems that actually move LTV, keep reading.

Grub Club, a certified B-Corp, makes sensitive-friendly dog food, treats, and supplements powered by novel protein ingredients. We’re a fast-growing challenger brand with a loyal DTC subscription base and retail listings (Pets at Home, Planet Organic + more). We’re juicing up acquisition off the back of a big H2 2025, and we’re ready to level up on retention, CRM, and our LTV.

Important: this is not an email marketing role. Email and SMS matter, but they are just two levers. We’re looking for someone who can own the subscription + loyalty + upsell mechanics end-to-end.

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🕵️ ABOUT THE ROLE

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🔁 Own Retention as a Growth Channel (not just comms)

• Treat CRM like performance marketing: drive measurable outcomes (repeat purchase, churn reduction, subscription retention, AOV, referral/reviews)
• Build a lifecycle strategy that improves LTV:CAC and reduces early churn
• Think out (in) the box by working closely with Ops and Fulfilment to test inserts and other in-home strategies to drive LTV and retention.

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🤝 Loyalty, Upsell, and Subscription Retention

• Build out and test loyalty mechanics and economics (Skio/Loyalty Lion: earn & burn, tiers, perks, etc.)
• Reduce early subscription churn and improve subscriber experience: reminders, education, “why it’s working”, routine reinforcement
• Upsell/cross-sell into treats/wet/supplements with smart bundles and personalised recs
• Drive more referrals, reviews, and repeat behaviour

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📱 Email & SMS (Klaviyo)

• Own the lifecycle calendar: campaigns + flows, aligned to launches, promos, and customer moments
• Build and optimise core flows: welcome, post-purchase, replenishment, cross-sell, winback, cancel save, review, referral, VIP/loyalty
• Improve customer segmentation and targeted comms through strong copy and clear commercial intent

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🔬 Experimentation, Optimisation, Collaboration

• Run structured tests (creative, offer, timing, segmentation, education vs promo)
• Increase testing velocity and standardise learnings and feedback loops
• Work closely with Growth, Creative, and Brand teams to align on overall growth direction, creative consistency, etc.
• Track and improve: repeat purchase rate, time to 2nd order, churn, save rate, flow + campaign revs, cohort retention

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🐕 A BIT ABOUT YOU

• 🔥 You’re a retention/lifecycle marketer who thinks about growth
• 🚀 You know e-comm inside and out
• 📈 You care deeply about LTV, churn, and conversion (more than vanity metrics)
• 🧠 You’re a strategic thinker but you’re ready to roll up your sleeves and do (you can build flows, launch campaigns, and run tests on your own). We can't stress this enough: equal parts strat and execution!
• ✍️You’ve got great copy instincts – you can write clear, punchy, on-brand copy that sells
• 🔍 You dive deep into data: cohorts, segments, behaviour, learnings, attribution
• 🤹 You’re organised and reliable: clear priorities and execution
• 🐶 You can speak “dog parent” and understand how customers make decisions in this category

🛠️Toolkit: experience with Klaviyo, Skio, Shopify is a huge plus.

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🐧 READY TO JOIN THE CLUB?

Let’s make sensitive dogs (and their humans) fall in love with Grub Club.

No recruiters please :)

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How to Apply

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