Customer Marketing Manager, First Mile
£55-65k
Office located in High Holborn, London
Recycling and waste management services
Job no longer available
Recycling and waste management services
101-200 employees
Job no longer available
£55-65k
Office located in High Holborn, London
101-200 employees
Company mission
To revolutionise business sustainability, starting with waste and recycling.
Role
Who you are
- 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 and HTML 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 maximize the potential
What the job involves
- 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
- Build and implement a best-in-class customer journey focused on creating value for customers and reducing churn, delivering on, for example, an onboarding program for new customers that drives retention and rebuy rates
- Plan, develop and execute customer marketing campaigns, including automated email workflows and ad hoc emails – monitoring, reporting on and optimising performance
- Monitor, report on and optimise key retention metrics such as churn, rebuy revenue and order frequency to maximise customer lifetime value and identify key risk stages
- Work with other teams such as Customer Success in a cross-functional Customer Experience group to ensure that all customer interactions with First Mile are considered and improved ; building a customer-centric culture
- Work with the strategy team to utilize data-driven customer insights for shaping the Customer Experience 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
- Work closely with the Head of Marketing to define a customer content strategy to engage with customers with online and in person events, emailing, education 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 and referral initiatives
Salary benchmarks
Our take
First Mile is an environmental and waste management business based in London. It works with over 30,000 London-based businesses to reduce their carbon impact through services regarding waste, recycling, and renewable energy.
The company has a differentiated approach to waste and recycling, with a focus on supporting businesses through high levels of customer service and the use of technology to efficiently and cost-effectively collect waste across the city. It allows companies to avoid sending any waste to landfill, an attractive proposition for the sustainability-conscious business.
With a track record of excellent growth, First Mile is in a strong position in the London waste market and has recently expanded its business operations to Birmingham. Through investments from Growth Capital Partners, the company has been able to develop its services further and become a leading player in the sustainable market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Westminster, London, UK
Leadership
Bruce Bratley
(CEO)Previously founded the waste and recycling consultancy, Envictor and worked as a Commerical Director for Valpak.
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