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!
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.
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 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.
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.
