CRM Project Manager, Moonpig
12 Months Fixed-Term Contract
Online company for personalised cards, gifts and flowers
Job no longer available
Online company for personalised cards, gifts and flowers
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To help people connect and create moments that matter.
Role
Who you are
- This role may suit individuals with diverse career backgrounds who possess a solid understanding of HTML, CRM systems, and customer feedback management
- You are highly organised, with great attention to detail and have a solid understanding and background in managing and working in different CRM systems
- You are confident in HTML and always make sure your work is tested and best in class before released
- Next to your killer HTML skills you understand customer needs and you have interest in research and (actioning) customer feedback
- You are a problem solver, that takes initiative and is not afraid to lead in projects owing to your excellent time management and prioritisation
What the job involves
- We’re looking for a technical, user centric (CRM)professional to join the Moonpig & Greetz Customer Growth team
- This person will lead on three key projects to set us up for growth in the new year:
- Improve Moonpig & Greetz transactional messages
- Improve the collection and application of customer feedback through CRM strategies
- CRM harmonisation across brands (Moonpig & Greetz) and markets (UK, NL, IE, US, AUS)
- You will play an important role in driving customer retention and improve our customer experience through our (service led) CRM strategies
- This role is a new one in the team working across 3 bigger topics within CRM/Research
- Your biggest focus will be making sure our service and transactional messages are best in class, working closely together with stakeholders across Marketing, Product, Design, CS and Research on improving these across brands and systems
- You will play a key role in bringing Greetz and Moonpig brands closer together to scale for growth
- Next to the bigger CRM projects you will work closely together with the Sr. Research Manager, taking ownership of our NPS, reviews and research CRM flows, making sure we capture and action feedback in the best way possible
- Maintain a clear overview of service content, capabilities, and owners
- Transform feedback and analytical insights into actions to enhance the customer experience
- Understand and work with coding & HTML templates; create and adjust as needed
- Oversee the collection of customer feedback through CRM channels
- Increase response rates and implement CRM workflow initiatives to improve scores
- Establish processes to address poor customer experiences and learn from them
- Serve as the CRM point of contact for the research team, supporting segmentation, survey design, and performance monitoring
- Lead CRM harmonisation efforts to align Greetz and Moonpig brands, setting the stage for future growth
Our take
When Moonpig was founded in 2000, it bought into the idea that a personalised gift is always more meaningful, whether sent from the sofa, the commute, or the gym. Customers quickly bought into this vision, and Moonpig saw rapid growth culminating in its 2011 acquisition by Photobox for £120M.
Since then, Moonpig has seen continued success. Through expansion into new products such as flowers (Moonpig is now a top-3 online flower seller) and the development of its own app, Moonpig has established its place within the market for personalised gifts.
And it doesn't plan on slowing down anytime soon, as it looks to expand even further. Recent innovations have included the introduction of giant cards, and the company has also secured the ability to create exclusively branded ranges alongside Disney and Warner Bros. This commitment to innovation positions Moonpig to capture even more market share and strengthen its leadership in the industry.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Annual reviews
- Attractive annual bonus scheme - with increased earning potential based on business and individual performance
- Pension scheme where we match up to 5%
- Referral scheme with cash bonus available
- Interest-free travel loan
- Sharesave Plan - Save as you earn
- Generous staff Moonpig, Red Letter Days and Buyagift products
- Private medical insurance
- Private dental plan
- Life assurance paying 4x your salary
- Eye care vouchers
- Cycle to work scheme
- Free access to 24h mental health and wellbeing resource as well as one to one therapy sessions via Spill
- Dog-friendly offices
- Access to a broad range of training workshops and courses
- Technical and professional qualifications policy, allowing individuals to apply for a more formal professional qualification, using allocated individual allowance
- Career Conversations with your manager to create your Career Development Plan
- 25 days’ holiday plus 1 day per year of service (up to 30 days)
- Growing Your Family - 8 weeks paid supporting caregiver leave and 24 weeks full pay primary caregiver leave (based on qualifying criteria)
- Flexible working opportunities based on our Ways of Working - inclusive of Hybrid and Remote
- Summer Hours - We finish at 4pm on Friday's during the months of June, July and August
- Volunteering - 1 day - the equivalent of 8 hrs of time to give back - through a chosen charity or our MP Group Foundation
- Matched Funding Scheme - This scheme provides colleagues with a fundraising allowance to support causes close to their hearts
Company HQ
Farringdon, London, UK
Leadership
Catherine Faiers
(CEO)Previously Non-Exec Director at Allegro and COO of Auto Trader and Addison Lee. Was also Corporate Development Director at Trainline and a Director at DC Advisory.
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