Job Title: CRM & Retention Manager
Reports to: E-commerce and Marketplace Manager
About Green People: Green People is a pioneering organic and natural skincare brand with over 25 years of heritage. As experts in sensitive skin, we have built a loyal customer base by providing high-quality products that are both gentle and effective. Our mission is to create beautiful, sustainable skincare solutions that promote the health of the skin and the planet.
Role Overview: A dynamic and results-driven position to lead and oversee our customer relationship management and retention efforts. The role will be responsible for developing and implementing strategies that enhance customer engagement, satisfaction, and loyalty. This position encompasses a wide range of responsibilities, including project leadership, promotion planning, email & SMS marketing, subscription management, loyalty scheme management and more.
KEY RESPONSIBILITIES:
1. Promotion Planning:
* Plan and execute promotional campaigns in alignment with marketing and sales goals, ensuring seamless execution across all touchpoints.
* Monitor campaign performance, gather insights, and make data-driven adjustments for optimal results.
* Craft a comprehensive email and SMS marketing strategy to engage and nurture customers throughout their lifecycle.
* Develop segmentation, automation, and personalisation strategies to deliver relevant content and offers.
* Monitor and improve engagement and deliverability metrics.
1. Email & SMS Marketing Management:
* Oversee the creation, execution, and monitoring of email and SMS marketing campaigns in Klaviyo.
* Collaborate with content, design, and marketing teams to ensure consistent and effective messaging.
2. Product Subscription Management:
* Develop and implement the strategy to increase the number of customers subscribing to products.
* Optimise the customer experience portal for ease of subscription management.
* Continuously improve subscription processes to minimise churn and enhance customer satisfaction.
3. Loyalty Scheme Management:
* Develop and manage a loyalty programme that rewards customer engagement and encourages repeat purchases.
* Monitor programme effectiveness and iterate to enhance customer retention and loyalty.
4. Direct Mail:
* Develop and manage the direct mail strategy to increase repeat purchase rates and reengage lapsed customers.
* Monitor programme effectiveness to ensure ROI & CPA are optimal.
* Leverage the PushOwl platform to design and deploy effective push notification campaigns.
* Analyse campaign performance and adjust strategies to maximize engagement.
5. CC and Warehouse Communication:
* Collaborate closely with Customer Care and Warehouse teams to ensure seamless communication and order fulfilment.
* Address any issues related to customer orders, inquiries, and deliveries.
6. Reporting:
* Monitor and analyse key performance metrics in Sweet Analytics to ensure the successful execution of the CRM strategy.
7. Manage projects involving the Gorgias platform for customer service and support, ensuring efficient and effective issue resolution.
8. Undertake any other duties as requested.
What we offer:
* Opportunities for skill development and growth
* A hardworking, fast-paced creative environment
* Work within a strong and driven team
* Free on-site parking
* 50% discount on skincare
* Casual dress
* Company Pension
* 20 days annual leave plus bank holidays
* Half day on Christmas Eve & New Year’s Eve
* Plus, an extra day off on your birthday
Hours: Monday – Friday, 9am – 5pm
Seniority level: Entry level
Employment type: Full-time
Industries: Personal Care Product Manufacturing
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