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CRM Manager / Customer Marketing Manager
Location: Central London
Earnings: £(phone number removed) to £(phone number removed)
Are you a results-driven CRM manager looking for a new and exciting opportunity? Do you have a knack for engaging customers through marketing and a passion for sustainability and the environment?
If so, First Mile, London’s top recycling company, could be the place for you. With over 30,000 customers from SMEs and independents to big names like Pret, Zara and Netflix, we are a growing business making a big impact in the environmental space.
We are looking for a talented and motivated CRM Manager / Customer Marketing Manager to join our dynamic team to help us delight and grow our customer base. The Marketing department at First Mile is industry-leading, growing at 30% YoY and is an essential part of reaching new customers and delivering an incredible customer experience.
The CRM Manager / Customer Marketing Manager will create value in the team by being able to effectively communicate our proposition, build strong relationships with customers, drive loyalty and retention, and support our Sales, Customer Support and other teams to do the same.
Our company values are Amaze Customers, Love the Planet and Be One Team – and this role is one which will demonstrate these every day through helping our customers to avoid carbon emissions and recycle more with First Mile.
This a hybrid role with a mix of in-office and work from home days, and is based at our Head Office in central London (near Oxford Street).
Responsibilities
- Build and implement a best-in-class customer journey focused on creating value for customers and reducing churn, delivering on, for example, a customer onboarding program for new customers that drives retention and rebuy rates
- Plan, develop and execute email marketing campaigns, including automated workflows and ad hoc emails – monitoring and optimising email performance
- Monitor, report on and optimise key retention metrics such as churn, rebuy revenue and order frequency to maximise customer lifetime value
- Educate customers on how to recycle through creating content such as video, guides, or a resource and learning hub on our website
- Work closely with the Head of Marketing to define a customer content strategy to engage with key customers with online and in person events, emailing and other comms; identifying gaps and opportunities to create content and campaigns that are needed to reach our goals
- Increase the number of recycling products sold through upselling and cross-selling onsite, through an integrated marketing and product strategy; selling through our online Customer Portal
- Showcase our success through up-to-date customer stories, testimonials and customer collaborations and advocacy initiatives
- Help the rest of the business, especially the Sales and Customer Service teams, to effectively and consistently represent the brand and tell the First Mile story to support our customers
- Work with the strategy team to utilise data-driven customer insights for shaping the CRM strategy, and be the voice of the customer by gathering customer feedback and running surveys - communicate this back to the business and ensure the customer is at the heart of all of our comms
Knowledge and skills
- Amazing customer instincts – be natural at thinking like a customer e.g., what proof points really matter to a customer at the point of sign-up? What will make them fall in love with First Mile when they join us? What pain points are they experiencing that First Mile can solve?
- Demonstrable experience in delivering CRM strategies and programs across multiple touchpoints driving customer engagement and revenue
- Proven experience in developing and implementing retention-focused strategies
- Excellent communication and story-telling skills with fantastic written and verbal abilities. Ability to write effective copy is a necessity, design capabilities are a plus
- Ability and confidence to manage multiple stakeholders with differing priorities across cross-departmental projects, to influence and engage other teams to buy into customer focused initiatives
- Analytical and commercially minded – the ideal candidate with be highly analytical and able to make data-driven decisions that have sound commercial rationale and ROI. Proven experience using Google Analytics, Excel formulas, or other equivalent tools desirable
- Familiarity with B2B marketing, lead generation and sales processes
- A team player – an ideal candidate will be comfortable working autonomously but will thrive in a team environment being open, collaborative and communicative
- Ambitious – You will be working for a rapidly growing, fast-paced company in the environmental sector. We believe this role could become a major part of the future growth of our business and need someone who is ambitious and able to think bigger in order to maximise the potential.
Benefits
- Enhanced maternity/paternity scheme
- Regular company parties and events
- Employee recognition at our monthly town hall event
- Company pension
- 25 days’ holiday (plus bank holidays) as well as an extra day for each complete year of service
- A £60 a month allowance to spend on you. If you want a gym membership, loads of cookies, to pamper yourself or to pay for a flight it is totally up to you
- But most importantly, a fun, positive, collaborate workplace in which you can learn, working for a rapidly growing, multi award-winning business in a sector that has never been more important