CRM / Customer Marketing Manager

First Mile | Certified B Corp; London; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Continuous learning opportunities

Clear career progression

25 days holiday plus bank holidays

Monthly personal use allowance

Enhanced parental leave

Regular social events

Job summary

A leading sustainable waste management firm in London is seeking a Customer Marketing Manager to enhance customer experience. Your responsibilities will include leading CRM strategies, designing campaigns, and driving customer engagement. The ideal candidate has strong customer instinct and proven experience in customer marketing. A passion for sustainability is key, and this role offers dynamic career progression and a supportive workplace.

Qualifications

• Proven experience in customer marketing or lifecycle marketing.
• Strong understanding of customer data and segmentation.
• Ability to write clear and compelling copy.
• Excellent copywriting and clear communication.
• HTML capabilities are a plus.
• Sustainability passion and collaborative mindset.

Responsibilities

• Lead the CRM and lifecycle marketing strategy.
• Plan and build campaigns to drive engagement and retention.
• Design and implement automated journeys.
• Design automated journeys and trigger-based messaging.
• Report on performance and optimize with data and testing.

Skills

Customer instinct

Customer marketing experience

Customer data analysis

Effective communication

Passion for sustainability

Self-starter mindset

Tools

CRM tools

Segmentation tools

Automation tools

Job description

Base pay range

This range is provided by First Mile | Certified B Corp. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

About First Mile

At First Mile, we're on a mission to slow down climate change. How? By delivering smarter waste and recycling solutions that help businesses cut carbon, save money, and do good for the planet.

We're proud to be one of the UK's leading B2B sustainability and waste partners - working with over 30,000 businesses including names like Pret, Zara, and Amazon. We blend sustainability expertise with smart tech to deliver the best customer experience in the sector - and we're only just getting started.

Named Independent Operator of the Year 2024, we've got the pace and culture of a start-up with the stability of an established business - and we're having a big impact.

Your Mission

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.

What makes this role different?

• 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

What You'll Own

• Lead the CRM and lifecycle marketing strategy from onboarding to reactivation
• Plan and 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

Qualifications

What We're Looking For

• Amazing customer instinct - be natural at thinking like a customer e/g what will make them fall in love 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 touch points 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

Benefits

• Continuous learning and development opportunities
• Clear pathways for career (and salary) progression within our dynamic team
• 25 days holiday (plus bank holidays) with an additional day for each year of service
• A £60 monthly allowance for personal use (e.g., gym membership, pampering, travel)
• Enhanced parental leave scheme because family matters
• Regular social events, drinks, and food
• A supportive, collaborative workplace within a rapidly growing, award-winning company

Our Values

• Amaze Customers - through brilliant service and communications
• Love the Planet - every decision we make considers our impact
• Be One Team - we collaborate, support, and win together

Ready to make an impact? Apply now to help build a best-in-class customer experience that will enable businesses to boost their impact.