CRM Manager

1 day ago

London, United Kingdom Field & Flower Full time

*If you are interested in joining the Field & Flower team, please provide a cover letter alongside your application or send directly to anna.carnevale@fieldandflower.co.uk*


Who are we?

Field & Flower was founded in 2011 by two friends after meeting at agricultural university, one a farmer and the other a food lover. We are a leading UK food subscription business specialising in grass fed, free-range meat and responsibly caught fish, connecting farming communities to people that care.


Job overview

We are looking for a CRM manager who will be responsible for developing and implementing the CRM strategy for Field & Flower, driving customer engagement and retention. The customer database will be your responsibility with two commercial objectives: increasing revenue through targeted customer marketing and improved customer retention. You will ensure high levels of customer loyalty by overseeing customer interactions and identifying opportunities to enhance the customer experience using data, segmentation and personalisation throughout the customer lifecycle.

This role has one direct report, our Customer Service Manager, and will work closely with the Marketing Manager, Ecommerce Manager and Head of Product.


About you

This is an exciting and new role within Field & Flower and we’re looking for candidates who have relevant experience but might not currently be a CRM Manager and are looking to take a step up.


Key Responsibilities

CRM management and strategy

  • Develop and lead Field & Flower’s CRM strategy.
  • Continuously monitor and improve key customer lifecycle and subscription metrics.
  • Drive incremental revenue through the Field & Flower database by creating strategies to improve customer retention, repeat purchasing and lifetime order value.
  • Work closely with the Marketing, Product, and Ecommerce teams to ensure consistency across the customer experience at every stage of the customer lifecycle.
  • Own and manage CRM platforms, data, reports and agency partners.

Marketing, automation and segmentation

  • Increase automation across the customer journey, optimising marketing flows and creating personalised journeys, including but not limited to welcome flows, abandoned cart flows, and win-back campaigns.
  • Segment the customer database, based on behaviour, purchase history & demographics to create targeted marketing campaigns and enhance engagement.
  • Own the email marketing strategy, using data and performance to develop and improve campaigns and always-on marketing.
  • Working in partnership with the Marketing Manager who is responsible for email assets, content and brand campaigns.

Customer Loyalty

  • Integrate the customer service team into the CRM strategy whilst ensuring great service and NPS levels are maintained. Using customer service insight to aid decision making on CRM strategy.
  • Monitor core Customer Service team metrics and manage our Customer Service Manager to deliver best-in-class customer experience, building customer trust and loyalty.
  • Enhance the customer lifecycle through tailored marketing campaigns and the ownership and development of our loyalty scheme.

Data analysis and reporting

  • Analyse and report on retention and marketing performance, identifying trends, challenges and where there might be commercial opportunity.
  • Collect and analyse data on customer interactions, satisfaction levels, and feedback to make key decisions.
  • Providing regular updates to SLT on customer performance and retention.


Experience

  • Proven experience in CRM management, preferably in a DTC business
  • Highly analytical and data-driven, with the ability to translate this data into strategies
  • Strong understanding of email marketing best practices, automation flows, data segmentation
  • Experience managing customer loyalty programs & retention
  • Knowledge of key subscription metrics is preferred
  • Project management
  • Strong communication skills
  • Customer focused
  • Thrive in a fast-paced environment


Employment benefits

  • 40% off all Field & Flower products
  • Friends & family discount
  • Private health and dental care
  • A social team with regular meet ups
  • Sabbatical leave opportunity every 5 years
  • Enhanced parental leave
  • Volunteering days
  • Access to a variety of national and high street discounts

Included

  • NEST Pension scheme.
  • 30 days’ holiday (including bank holidays)
  • Plus, your birthday day off + 1-day extra holiday after 2 years’ service up to a maximum of +5 extra days’ holiday. (pro-rated)


Full time, Permanent role, Monday-Friday, 9am-5.30pm. London based.

Hybrid working, 3 days working from home, 2 days a week (Weds & Thurs) working from our office in SW London.

Salary: £40-50kpa

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