Customer Relationship Management Strategist

1 week ago

London, Greater London, United Kingdom First Mile Ltd Full time
About First Mile Ltd

First Mile Ltd is London's top recycling company, serving over 30,000 customers from SMEs and independents to big names like Pret, Zara, and Netflix.

We are a growing business making a significant impact in the environmental space. Our mission is to delight and grow our customer base while promoting sustainability and reducing carbon emissions.

The Role

We are seeking an experienced CRM Manager/Customer Marketing Manager to join our dynamic team. The successful candidate will be responsible for creating value in the team by effectively communicating our proposition, building strong relationships with customers, driving loyalty and retention, and supporting our Sales, Customer Support, and other teams to do the same.

This hybrid role comes with a mix of in-office and work-from-home days, based at our Head Office in central London (near Oxford Street).

Key Responsibilities
  • Email Marketing Campaigns: Plan, develop, and execute email marketing campaigns, including automated workflows and ad hoc emails – monitoring and optimizing email performance.
  • Customer Education: Educate customers on how to recycle through creating content such as videos, guides, or a resource and learning hub.
  • Customer Content Strategy: Work closely with the Head of Marketing to define a customer content strategy to engage with key customers through online and in-person events, emails, and other communications; identifying gaps and opportunities to create content and campaigns that are needed to reach our goals.
  • Upselling and Cross-Selling: 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.
  • Brand Representation: 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.
  • Data-Driven Insights: Work with the strategy team to utilize 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 communications.
Requirements
  • Candidate Profile: We are looking for a talented and motivated CRM Manager/Customer Marketing Manager with demonstrable experience in delivering CRM strategies and programs across multiple touchpoints driving customer engagement and revenue.
  • Skills and Qualifications: The ideal candidate will have analytical and commercially minded skills, ability to manage multiple stakeholders with differing priorities across cross-departmental projects, and confidence to influence and engage other teams to buy into customer-focused initiatives.
  • Technical Skills: Familiarity with B2B marketing, lead generation, and sales processes is desirable, along with proven experience using Google Analytics, Excel formulas, or other equivalent tools.
What We Offer

We offer enhanced maternity/paternity schemes, regular company parties and events, employee recognition at our monthly town hall event, a company pension, 25 days holiday (plus bank holidays) as well as an extra day for each complete year of service. Most importantly, we offer a fun, positive, collaborative workplace in which you can learn, working for a rapidly growing, multi-award-winning business in a sector that has never been more important.

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