Trading Manager (Retention)

We’re looking for a Trading Manager (Retention) to join our Trading team at Tails.com. This person will be right at the heart of our subscription business. You will be responsible for creating strategies and plans that contribute to growing customer value. You’ll have ownership over your metrics, be responsible for understanding what drives them and partner closely with teams across Tails.com to ensure we deliver maximum value for our customers and for Tails.com.

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 ambitious plans. Having created an entirely new category in pet food, we’re now scaling fast in the UK and Europe – 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.

The Trading team

Sitting within the broader commercial group, the Trading team is responsible for customer lifetime value at Tails.com. We have a deep understanding of what drives value and we partner with teams across the business to create and execute strategies that drive growth for both customers and commercials.

This role will focus on customer loyalty. You’ll have ownership of the retention metrics and you’ll work with teams across the full customer lifecycle to create experiences that ensure customers and their dogs continue to feed Tails.com for longer. 

The role

The Trading Manager (Retention) will be right at the heart of our subscription business. You will be responsible for creating strategies and plans that contribute to growing LTV at Tails.com. You’ll have ownership over your metrics, be responsible for understanding what drives them and partner closely with teams across the business to ensure we deliver maximum value for our customers and for Tails.com. 

You will be responsible for:

• Owning and driving the trading plan for your area
• Understanding the full customer journey and working with key stakeholders to build, maintain and optimise a seamless customer experience
• Identifying, scoping and delivering trading opportunities in collaboration with teams including Creative, CRM, Digital Product and Range teams
• Partnering with Insight and Proposition teams to generate insights that inform and improve your trading plan
• Understanding and flexing activities across subscription and ecommerce sales
• Defining approach to a discount strategy which maximises volume and margin
• Owning, monitoring and reporting on your commercial metrics
• Being a key driver and shaper in our value driving cross-functional initiatives
• Representing the Trading team across the wider business, sharing trading plans and commercial results to influence and educate cross-functionally

The skills you’ll bring:

• Commercial acumen – you understand the drivers of growth within a subscription business, and are able to effectively prioritise activities to deliver improved commercial value and customer satisfaction.
• Results focused - you have proven experience managing initiatives from insight to execution. You’re comfortable defining and tracking metrics and keeping stakeholders at all levels engaged and informed.
• Great collaborator – you work well with teams of any shape and size. You’re able to lead and partner across multi-functional teams, with a proven ability to deliver strong, clear guidance and context to others.
• Numerical insight - you’re comfortable gathering insights from various sources and drawing out the so-what for teams.

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.

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 and discounted gym membership
• Extended maternity, shared parental and adoption pay. Up to 6 months at 70% pay, linked to statutory parental pay
• Flexible paid care leave to support immediate dependents, people close to you and pets
• An external financial coach to support a range of topics - debt management, savings and investments
• In house L&D team, with access to year round courses to help drive your development
• 50% discount on all Tails.com and 40% on Republic of Cats products

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. Upon submission, your application and CV will be reviewed by the Hiring Manager.
2. If selected, you will be invited to have a call with the Hiring Manager so we can learn more about your background, experiences, and skill sets in greater depth (30 mins).
3. Should you be successful, you will then be invited to our office to present your recommendations in response to a provided case study to a panel of interviewers (60 mins).
4. Lastly, the final interview will be a video call with a manager from within the Commercial team (60 mins).