Ogilvy One UK Appointed to Lead Pets at Home Strategic CRM Programmes

Ogilvy One UK has been appointed by Pets at Home as their customer experience agency to drive the transformation of their nationwide CRM and loyalty strategy. The remit also covers collaborating with the brand’s other agency partners to engage with customers across the Pets at Home portfolio, including retail, vets and grooming. 

The appointment follows a five-way competitive pitch, resulting in success for Ogilvy One who drew on their celebrated specialism in creatively-led customer experience, proven to foster long-term affinity for brands.  

The Pets at Home win follows Ogilvy One re-emerging with a new suite of global leaders as the business dials up next-generation customer experience with a differentiating approach to ‘relationship by design’ for brands. The discipline offers a range of services spanning customer acquisition, service design and continuous commerce and CRM and loyalty.  

Clare Lawson, CEO, Ogilvy One EMEA said, “Building meaningful connections with new and existing customers remains a challenge that keeps CEO’s awake at night. Pets at Home has one of those unique privileges as a brand - they are the staple of their category and top of mind when consumers think about pet care. We are delighted to help Pets at Home drive next generation connections with their customers. The marriage of innovative creative thinking with the power of data from the UK’s number one pet retailer will help us create valuable relationships for the brand, for customers, and for pets.”  

Maddy Shaw, marketing director, Pets at Home said, “Ogilvy One consistently blew us away throughout the pitch. Their understanding of our rational and emotional customer needs and where they can take experience – all underpinned by creativity and technology – led to some of the best creative we’ve seen in a long time.”