Marketing Executive, First Mile

• Some experience (ideally 1–2 years) in a marketing role
• Experience writing effective copy and creating content for digital channels such as email, social media or websites
• Understanding of email marketing, CRM and customer lifecycle marketing
• Working knowledge of organic social media platforms and content scheduling
• Confidence using, or ability to quickly learn, a website CMS
• Awareness of GDPR and good data practice in marketing
• Strong customer instincts: naturally thinks like a customer, including what proof points matter at sign-up, what will make them love First Mile and what pain points we can solve
• Excellent written and verbal communication skills
• Organised and able to juggle requests from several teams while hitting deadlines
• Curious and eager to learn, with a proactive approach to developing new skills and taking on new challenges
• A team player, comfortable working on own initiative and thriving in an open, collaborative team
• Ambitious, and keen to grow with a fast-growing business in the environmental sector

Desirable

• The Marketing Executive supports the delivery of customer marketing activity that engages, retains and grows the value of First Mile's customer base. The role combines hands-on CRM and lifecycle marketing with day-to-day management of First Mile's organic social media channels and the creation and upkeep of content on thefirstmile.co.uk and the Customer Portal
• Customer Marketing is the role's primary focus, covering customer journeys, email campaigns and retention activity that reduce churn and drive revenue. The role also supports the Brand & Comms and Performance Marketing teams, helping to keep First Mile's channels active, accurate, on-brand and focused on commercial outcomes
• Internally, the Marketing Executive works across the wider Marketing team and with the Strategy, Customer Success and Customer Support teams, and contributes to the cross-functional Customer Experience group
• Build, maintain and optimise customer journeys that create value for customers, reduce churn and drive revenue, in line with the agreed customer marketing plan
• Build and deliver customer email campaigns, including automated workflows and ad hoc sends, monitoring, reporting on and optimising performance
• Support the monitoring and reporting of key retention metrics such as churn, rebuy revenue and order frequency, flagging risks and opportunities
• Support the upsell and cross-sell of recycling products through onsite and Customer Portal campaigns
• Gather customer feedback and run customer surveys, collating findings to share with the business
• Contribute to the cross-functional Customer Experience group alongside Customer Success, helping to improve customer touchpoints
• Manage First Mile's organic social media channels day to day, planning, scheduling and publishing content against an agreed content calendar
• Amplify company news, campaigns, events and thought leadership in support of the Brand & Comms team
• Monitor and respond to comments and messages, escalating customer queries to Customer Support where appropriate
• Report monthly on social performance and recommend improvements
• Build and update pages and content on thefirstmile.co.uk through the website CMS, supporting requests from the Customer Marketing, Brand & Comms and Performance teams
• Support the Performance team with landing pages, SEO-friendly copy and on-page updates that help conversion
• Support the Brand & Comms team with news, blog posts and case studies
• Keep website and Customer Portal content accurate, up to date and on-brand, including regular checks for broken links and outdated information
• Manage own workload and prioritise requests across teams in line with agreed marketing priorities
• Follow brand, GDPR and data governance guidelines across all activity
• Keep up to date with best practice in CRM, social media and digital content, and share ideas with the team
• Key Measures of Success:
• Email and customer journey engagement: open, click-through and conversion rates
• Contribution to churn reduction, rebuy revenue and order frequency
• Cross-sell and upsell sales generated through the Customer Portal
• Customer survey response rates and customer sentiment
• Social media engagement rate, reach and follower growth, with consistent posting against the content calendar and timely responses to comments and messages
• Turnaround of website page and content requests, traffic and conversion on supported pages, and the accuracy and freshness of website content
• Campaigns and content delivered on time and to brief, with positive feedback from Customer Marketing, Brand & Comms and Performance stakeholders