CRM Executive

Freddie's Flowers; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Freddie's Flowers seeks a CRM Manager to enhance email communications and engage customers. This role involves strategizing campaigns, improving metrics, and collaborating across teams. Ideal candidates possess strong analytical and organizational skills, with a passion for flowers and customer experience.

Benefits

Option to buy extra holiday days

Discounted flowers for friends and family

WFH options

Learning and Development support

Cycle to work scheme

Employee Assistance Programme

Cash plan with Medicash

Wellbeing sessions

Team socials and events

Bi-weekly team lunches

Qualifications

• Previous CRM experience is required.
• Experience in process improvement and automation.
• German language skills are a bonus.

Responsibilities

• Manage direct-to-customer email campaigns.
• Conduct tests to improve engagement metrics.
• Generate performance reports to share insights.

Skills

Analytical Skills

Organizational Skills

Problem-Solving Mindset

Communication Skills

Tools

CRM Platforms

Excel

Google Sheets

Job description

Freddie's Flowers was founded by Freddie Garland in October 2014 with one ambition: to change people's relationship with flowers. We believe flowers aren't only for grand occasions, but they make every day special, inspiring creativity and sparking joy.

Our starting point was our direct-to-consumer subscription model, helping us grow a loyal UK following. We launched in Germany in 2020, and then in 2021 we secured significant backing from The Craftory, a like-minded purpose-led global investment house, helping us expand, develop and grow. 2023 saw us start our gifting service - bringing the best of Freddie's Flowers to everyone who needs it (even last minute!).

From the seed of an idea we continue to flourish; we're now a B Corp organisation. And our founding mission remains unchanged - to change the world of flowers, and to change the world with flowers.

About the Role:
Managing our day-to-day email and customer communications you'll play a pivotal role in the growth of Freddie's Flowers. Managing global customer communications and seeking opportunities to drive email engagement, loyalty, order rate, retention, and growing our active customer base. Creating an ‘always on' calendar of gifting and acquisition communications for both our UK and German markets to increase lifetime value.

Informing, entertaining, retaining, upselling, and cross-selling to our customers, plus winning back our lapsed customers. You'll have the freedom to test and explore what works best, based on the value or impact you think they can make.

You will work with teams across the business, including the wider marketing and creative teams, on cross-channel and brand campaigns. You'll also collaborate with our product team to support onsite customer experience improvements and build strong relationships with our commercial and customer teams to enhance the performance of our customer communications.

Responsibilities:
Campaign Strategy & Execution
• Manage direct-to-customer email campaigns, working with creative and marketing teams to plan content, brief assets, and build campaigns.
• Conduct regular tests to improve engagement and loyalty metrics, enhancing understanding of what resonates with audiences.
• Collaborate with CRM and Growth Managers to execute customer initiatives for different segments.
• Oversee testing on email campaigns, planning monthly tests to optimize KPIs.
• Generate weekly and monthly email performance reports, sharing insights and opportunities.
• Support Gifting growth projects with targeted email communications to increase repeat rates.
• Work with CRM and Growth Teams to integrate channels like SMS and Direct Mail into contact strategies.

Experiences and Events
• Create and manage our VIP programme for key customers, including events like flower arranging evenings and flower pressing classes to deepen customer engagement.

Requirements:
• Previous CRM experience and familiarity with CRM platforms.
• Highly organized, able to prioritize and coordinate in a fast-paced environment.
• Strong analytical skills, proficient in Excel/Sheets for reporting.
• Problem-solving mindset with experience in process improvement and automation.
• Quick learner, detail-oriented, proactive, and personable.
• Excellent communication skills.
• Passion for flowers and the brand; sense of humor and high energy.
• German language skills are a bonus but not essential.
If you have some of the experience but not all, we encourage you to apply. We value development and growth within our team.

Benefits:
• Option to buy extra holiday days
• Discounted flowers for friends and family
• WFH options where applicable
• Learning and Development support
• Cycle to work scheme
• Employee Assistance Programme
• Cash plan with Medicash
• Wellbeing sessions with The Mind Clinic
• Team socials and events
• Bi-weekly team lunches
• And flowers!

Freddie's Flowers believes our success depends on our people. We are committed to creating an inclusive, diverse work environment where everyone feels safe and valued. All applicants will be considered for employment.