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.
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.
Key Responsibilities
* 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 behavioural 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.
Essential Skills and Experience
* 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.
Benefits
* 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!
Whittard of Chelsea is an Equal Opportunity Employer. We thrive to be a diverse and an inclusive organisation. We want to be a place where differences are recognised and celebrated, with a workforce that builds teams from all individualities, backgrounds, and experiences.
Together as a Whittard family, we continue to create a culture that encourages, supports, and inspires all our employees to have a voice, to make a positive difference in helping to develop our ambitious brand.
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