Responsibilities

• The Head Of Customer Marketing will be our loyalty champion, responsible for giving customers the best possible user journeys as they onboard, getting them what they need once signed up, all to drive up our commercial performance.
• The Head Of Customer Marketing will be a key leader within the Sales & Marketing team, helping guide the overall department with specific authority and accountability for the Customer Marketing function within it.
• This role sits within the Sales & Marketing department, and will work closely with Acquisition, Brand, Website, Commerce, Tech, Customer Service, and of course our Product team.
• Marketing to our databases, with two key goals: to improve our subscriber retention rates; and to drive up monetisation through cross-sell, re-sell and up-sell.
• Audit - reviewing everything we currently have set up across the current data systems we use and benchmarking current performance
• Strategy - identifying the direction we need to head in, and giving a clear actionable roadmap of what we need to do and when
• Planning - getting colleagues and sister teams lined up with a strong degree of project management to start a production plan
• Delivery - hands-on approach with the team, actively producing and launching activity
• Campaign management - owning proactive campaigns, reactive campaigns, and journey management of our various customer types
• Analysis - monitoring performance and tracking KPIs across email and SMS (and beyond as our offering changes) ensuring targets are met

Requirements

• Audit - reviewing everything we currently have set up across the current data systems we use and benchmarking current performance
• Strategy - identifying the direction we need to head in, and giving a clear actionable roadmap of what we need to do and when
• Planning - getting colleagues and sister teams lined up with a strong degree of project management to start a production plan
• Delivery - hands-on approach with the team, actively producing and launching activity
• Campaign management - owning proactive campaigns, reactive campaigns, and journey management of our various customer types
• Analysis - monitoring performance and tracking KPIs across email and SMS (and beyond as our offering changes) ensuring targets are met
• Team leadership - leading, directing, coaching and mentoring a Customer Marketing team
• Stakeholder management - working closely with teams around the business, ensuring a collaborative approach to driving results

Benefits

• Hybrid working - 1 or 2 days in our London Bridge office, the rest remote
• Flexible working hours
• 25 days holiday rising with length of service
• Regular product tastings
• A free monthly box and generous staff discount on our online store
• Opportunity to take part in regular product tastings and attend industry events
• Real career progression opportunities, with the chance to grow as we do
• Dynamic working environment
• Regular social events