Customer Marketing Manager

Are you a results-driven CRM manager looking for a new and exciting opportunity in an ambitious company? Do you have a knack for engaging customers through marketing and a passion for sustainability and the environment?

If so, First Mile, the UK's leading sustainability and waste management company, could be the place for you. With over 30,000 customers from SMEs and independents to big names like Pret, Zara, and Netflix, we are a growing business making a significant impact in the environmental space.

We are seeking a talented and motivated CRM Manager/Customer Marketing Manager to join our dynamic team to help us delight and grow our customer base. Our Marketing department is industry-leading, growing at 30% YoY, and plays a crucial role in reaching new customers and delivering an exceptional customer experience.

The CRM Manager/Customer Marketing Manager will create value by effectively communicating our proposition, building strong customer relationships, driving loyalty and retention, and supporting other teams such as Sales and Customer Support.

Our company values are Amaze Customers, Love the Planet, and Be One Team. This role exemplifies these values daily by helping our customers reduce carbon emissions and increase recycling with First Mile.

This is a hybrid role based at our Head Office in central London (High Holborn), with a mix of in-office and remote days.

Responsibilities

• Build and implement a best-in-class customer journey focused on creating value and reducing churn, including onboarding programs for new customers to improve retention and rebuy rates.
• Plan, develop, and execute customer marketing campaigns, including automated email workflows and ad hoc emails, while monitoring and optimizing performance.
• Monitor, report on, and optimize key retention metrics such as churn, rebuy revenue, and order frequency to maximize customer lifetime value.
• Collaborate with teams like Customer Success to ensure all customer interactions are considered and improved, fostering a customer-centric culture.
• Utilize data-driven insights to shape the Customer Experience strategy, gather customer feedback, run surveys, and communicate findings to keep the customer at the heart of all communications.
• Work with the Head of Marketing to define a content strategy that engages customers through online and in-person events, email campaigns, education, and other channels, identifying gaps and opportunities.
• Increase sales of recycling products via upselling and cross-selling through our online Customer Portal.
• Showcase customer success stories, testimonials, collaborations, and referral initiatives to demonstrate impact.

Candidate Profile

• Strong customer instincts-able to think like a customer and understand what proof points matter at sign-up and beyond.
• Experience in delivering CRM strategies across multiple touchpoints to drive engagement and revenue.
• Proven ability to develop retention strategies.
• Excellent storytelling, written, and verbal communication skills; copywriting is essential, design and HTML skills are a plus.
• Confidence in managing multiple stakeholders and influencing cross-departmental projects.
• Analytical, commercially minded, and data-driven-familiarity with tools like Google Analytics and Excel formulas is desirable.
• Understanding of B2B marketing, lead generation, and sales processes.
• Team-oriented, autonomous, collaborative, and communicative.
• Ambitious-able to think big and contribute to the company's growth in a fast-paced, sector-critical environment.

Benefits

• Salary: £55,000 - £65,000 depending on experience
• Enhanced maternity/paternity scheme
• Regular company events and parties
• Monthly employee recognition
• Company pension
• 25 days holiday plus bank holidays, with additional days based on service
• Monthly allowance of £60 for personal use (e.g., gym, travel, treats)
• A fun, collaborative workplace in a rapidly growing, multi-award-winning business in a vital sector.