CRM & Customer Service Assistant, Moth Drinks
Offers bonus up to 20% subject to personal and Company Performance, paid annually
3 days a week in office (Paddington, London)
Ready-to-drink cocktails
Be an early applicant
Ready-to-drink cocktails
21-100 employees
Be an early applicant
Offers bonus up to 20% subject to personal and Company Performance, paid annually
3 days a week in office (Paddington, London)
21-100 employees
Company mission
To make the best cocktails in a can - so that special mix can happen anywhere.
Role
Who you are
- Ideally 1 year+ of experience gained from a similar role and environment
- Exceptional communication skills, written and verbal
- Experience with website CMSs, ideally Shopify
- Experience with customer systems such as ReAmaze or Gorgias, or Klaviyo
- Team player, able to work with multiple business functions to achieve objectives
What the job involves
- Reporting to: CRM Manager
- This role is for someone who is looking to kickstart their career in CRM
- You will support our CRM strategy through email creation, data gathering and testing
- Alongside this, you will be responsible for driving customer retention by providing an exceptional level of customer service to all MOTH customers
- The role split will be approximately 70% CRM and 30% Customer Service, however during peak times there will be more emphasis on Customer Service
- You will need to have a passion for problem-solving that is driven by helping others and consistently improving customer experience
- As a small team, this is an great opportunity to develop your current skills whilst also expanding them across CRM
- Plan, execute and schedule all email campaigns using Klaviyo
- Manage the end-to-end email campaign briefing process, collaborating with the copy team to develop copy briefs
- Lead email briefing and sign-off meetings
- Contribute creative ideas for new email concepts and content
- Keep the email marketing calendar updated and accurate
- Segment the customer database to optimise campaign performance
- Support data collection, reporting, and run testing initiatives to inform strategy
- Update automated email flows with seasonal content, including imagery and copy
- Monitor customer satisfaction surveys and compile feedback for analysis
- Participate in weekly departmental meetings to stay aligned with wider team priorities
- Assist in documenting CRM workflows, processes, and best practices
- Provide customer support through a variety of channels including email, livechat, paid advertising and reviews
- Take ownership of enquiries and proactively reach customers to provide a swift resolution and achieve a positive outcome
- Amplify the voice of the customer by escalating customer feedback and ideas for improvement
- Complete weekly reports, proactively spotting patterns in customer communications, seeing where we can adapt our processes or product information to increase satisfaction
- Drive conversions through the engagement of customers, suggestive selling, and sharing product knowledge
- Working hours: 40 hours a week including a paid lunch hour. Flexible start (between 8am and 10am and finish (between 4pm and 6pm) times
Salary benchmarks
Our take
Moth is a rapidly growing brand that specialises in ready-to-drink cocktails. Launched in 2021, the company has quickly captured over 40% of this market in the UK, offering a convenient cocktail experience for those seeking bar-quality drinks without the hassle of mixing them.
The brand is expanding into the US market after successful launches in Massachusetts and Florida, with plans to also open its first US office. Moth's cocktails are already available in over 3,000 UK supermarkets and they sell at a remarkable rate of one can every seven seconds - a success they aim to replicate overseas.
To help achieve this, Moth recently secured substantial funding which supports expansion plans. With annual revenue rising by 200% in 2022 and 150% in 2023, the brand is certainly well-positioned for a future of success.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Sep 2024
$6.2m
EARLY VC
Total funding: $6.2m
Company benefits
- Annual leave - Accrual of annual leave (2.25 days per month worked)
- Snacks - Free Breakfasts and an abundance of chocolate covered rice cakes
- Socials - Weekly Cocktail Thursdays, monthly Socials and summer/Christmas Parties
- Free MOTH allowance - Free monthly MOTHs allowance and discount codes for family and friends
Company HQ
Westminster, London, UK
Leadership
Samuel Hunt
(Co-Founder)Graduated from the National Film & Television School with an MA in Digital Effects. Previously they worked as a 3D Generalist at Lexhag and LyonsComms, and also as a Lighting Artist at MPC and Locations Assistant at World Productions.
Rob Wallis
(Co-Founder)Graduated from the University of York with a BA in Music.
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