CRM / Customer Marketing Manager, First Mile
3+ days a week in office (Holborn, London)
Recycling and waste management services
Open for applications
Recycling and waste management services
101-200 employees
Open for applications
3+ days a week in office (Holborn, London)
101-200 employees
Company mission
To revolutionise business sustainability, starting with waste and recycling.
Role
Who you are
- Amazing customer instinct – be natural at thinking like a customer e/g what will make them fall in low with First Mile? What pain points are they experiencing that First Mile can solve?
- Proven experience in customer marketing, CRM or lifecycle marketing delivering strategies across multiple touchpoints that have driven customer engagement and revenue
- Strong understanding of customer data, segmentation and automation tools – being analytical and commercially minded is important to make data-driven decisions with sound commercial rationale and ROI
- Excellent communicator who can craft clear, compelling messages. Ability to write effective copy is a must, design and HTML capabilities are a plus
- Passion for sustainability, innovation, and delivering standout experiences
- A self-starter mindset with curiosity, creativity, and drive who can also collaborate with team mates to find the best solutions together
What the job involves
- We’re looking for a Customer Marketing Manager / CRM Manager to take our customer experience to the next level – someone who knows how to turn customers into fans, and fans into lifelong advocates
- This is your chance to lead and evolve our customer lifecycle strategy – from onboarding and education, to engagement, retention, and expansion. You’ll work closely with Marketing, Sales, Customer Support and Product to ensure every customer interaction delivers value and impact
- You’ll be obsessed with customer insight, customer experience, smart automation, and segmented journeys that make our customers feel known, supported, and inspired to recycle more and waste less
- You’ll join a high-performing, high-growth Marketing team (30% YoY growth)
- You'll have ownership and freedom to build a world-class CRM and customer marketing function that reduces churn and drives loyalty
- You’ll work in a business that’s genuinely making a difference – with an award-winning service and tech stack and an ambitious growth plan
- You’ll collaborate across the business to drive sustainable behaviour change at scale and deliver on an amazing customer experience
- Lead the CRM and lifecycle marketing strategy from onboarding to reactivation
- Plan an build campaigns that drive engagement, retention and upsell to boost recycling rates
- Collaborate with Customer Support, Sales, Operations and Product to champion the voice of the customer as a key part of the Customer Experience group
- Design and implement automated journeys and trigger-based messaging
- Report on performance and continually optimise using data and testing – owning onboarding and churn metrics
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 have even expanded its operations to Biremingham. Backed by Growth Capital PArtners, the copmpany has continues to grow its sustainable srvices and has become al eading player in the sector. It's alreso became the first business in the waste management industry to achieve BCorpor Cetification - recognisiong not just ithe quality of its services, but its commitment to repsonbile and ethical business pracitces.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Fitzrovia, London, UK
Leadership
Bruce Bratley
(Founder & CEO)Previously founded the waste and recycling consultancy, Envictor and worked as a Commercial Director for Valpak.
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