CRM Executive

Whittard of Chelsea; Abingdon; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a globally renowned tea and coffee brand as a CRM Executive in the Customer Retention Team! This dynamic role involves driving customer loyalty through strategic CRM campaigns across email, SMS, and on-site messaging. You'll develop engaging content, optimize automated customer journeys, and analyze performance metrics to enhance engagement and conversions. With a focus on innovation and collaboration, you'll have the opportunity to make a real impact in a high-performing team. Enjoy generous perks including a store discount, flexible working opportunities, and a supportive work environment that values your ideas and contributions.

Benefits

Generous holiday allowance

Up to 50% store discount

Monthly product allowance

Auto-enrolment Pension scheme

Access to wellbeing portal

Flexible working opportunities

Family friendly benefits

Qualifications

• Experience in CRM and email marketing with a focus on customer retention.
• Proficient in using ESPs and marketing automation tools.

Responsibilities

• Develop and execute targeted CRM campaigns to enhance customer loyalty.
• Analyze customer data to improve campaign effectiveness.

Skills

CRM Campaign Management

Email Marketing

Copywriting

Data Analysis

A/B Testing

Education

Marketing Degree

1+ Years in CRM/Email Marketing

Tools

Email Service Provider (ESP)

Marketing Automation Tools (Ometria, Bloomreach, Klaviyo)

Job description

Department – Customer Retention Join a globally renowned Tea & Coffee brand and shape the future of our product strategy! Join our dynamic Customer Retention Team as a CRM Executive, where you'll play a pivotal role in driving customer loyalty, repeat purchases, and lifetime value through strategic, insight-led CRM campaigns. Using email, SMS, and on-site messaging, you’ll craft targeted campaigns that resonate with our customers and deliver measurable results. Excited to blend your CRM expertise with a passion for great beverages? Apply now and help us create memorable moments in every sip! Please note this role is 3 days in our office – Abingdon, Oxfordshire (OX14 4SH) Why Join Us?

• Be part of an iconic British heritage brand with a rich history and a dedicated customer following.
• Make an Impact: Own and drive key customer retention strategies that shape our success.
• Gain hands-on experience with cutting-edge CRM tools and customer retention strategies.
• Exclusive perks & discounts—because we believe in sharing our love for our products.
• Be part of a collaborative, high-performing team where your ideas are valued.
  
  

Campaign & Content Planning

• Develop engaging, customer-first email content, ensuring brand consistency and an emotional connection to our products.
• Assist the Retention Manager in creating an email roadmap to drive customer growth and engagement with our unique blends and seasonal offerings.
• Collaborate with internal teams to design and execute impactful campaigns across multiple touchpoints.
• Support the execution of multi-channel campaigns, including paid media, to win back lapsed customers and reduce churn.
• Optimize and enhance automated customer journeys aligned with lifecycle stages, such as subscription renewals, product discovery, and seasonal promotions.
  
  

Segmentation & Automation

• Use customer behavioral data to segment audiences and execute targeted retention campaigns.
• Set up dynamic content and automation programs within our Email Service Provider (ESP).
• Implement triggered email campaigns that guide customers through their lifecycle, from their first purchase of loose-leaf tea to their favourite coffee blend subscription.
• Drive a ‘test & learn’ approach, using A/B testing to enhance performance.
  
  

Performance & Reporting

• Deliver campaigns efficiently and provide post-campaign analysis to measure engagement and conversions.
• Analyse customer data to assess campaign effectiveness and inform future strategies.
• Produce weekly performance reports for key stakeholders.
• Continuously refine campaign templates to maximize efficiency and effectiveness.
  
  

About You

• A Marketing degree (or similar) or 1+ years of experience in CRM/Email Marketing.
• Hands-on experience of using an ESP to build and send emails. Experience with Marketing automation tools like Ometria, Bloomreach, Klaviyo will be an advantage.
• Excellent copywriting skills, with the ability to craft compelling, on-brand messaging that captures the warmth and richness of our products.
• Proven experience of working on lifecycle automated campaigns.
• Ability to innovate, bringing new solutions to challenges and contribute creative ideas.
• Having some exposure to AI to build emails will be advantageous.
• Highly organised, detail-oriented, and comfortable managing multiple campaigns.
• Proactive, customer-first mindset, with a positive ‘can-do’ attitude.
• Generous holiday allowance + enjoy your birthday off
• Up to 50% store discount on Whittard products.
• Monthly product allowance.
• Auto-enrolment Pension scheme.
• Access to our wellbeing portal and Employee Assistance Programme
• Flexible working opportunities.
• Selection of family friendly benefits.
  
  

… And much much more!