You will love bringing data and creativity together to create thoughtful, personalised experiences that truly connect. Whether it is a timely reminder, a helpful nudge, or a perfectly crafted message, you will help shape the way our customers experience Petstock at every stage of their journey.

In this role, you will take ownership of customer communications across the full lifecycle. You will ensure each message lands at just the right moment, through the right channel, and in a way that feels relevant, helpful and human. The Specialist will play a key role in strengthening engagement, building loyalty, and delivering long-term value for our customers, their pets, and our brands.

• Own lifecycle and automated customer communications across email, SMS, push notifications and other CRM channels, bringing each interaction to life

• Build, manage and continuously refine customer journeys such as welcome, post-purchase, replenishment, winback and retention flows

• Use data to deeply understand our customers and deliver personalised, relevant communication at scale

• Test, learn and optimise campaigns across content, timing, triggers and channel mix to unlock better performance

• Track and interpret performance, turning insights into meaningful improvements in engagement, retention and revenue

• Collaborate with teams across digital, brand and customer experience to ensure every message feels consistent, thoughtful and on brand

What success looks like:

• Proven CRM marketing experience (2–4 years) across lifecycle or customer marketing roles

• Hands-on experience with CRM platforms such as Klaviyo, Insider or similar tools

• Strong experience building automated journeys and triggered communications across multiple channels

• Analytical capability with the ability to interpret performance data and turn insights into action

• Attention to detail and strong execution skills, ensuring communications are accurate, timely and customer-focused