Location
Battersea, Greater London | United Kingdom
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, certified Carbon Neutral (by the Carbon Trust) and we’re expanding internationally. And our founding mission remains unchanged – to change the world of flowers, and to change the world with flowers.
About The Role:
Leading our day to day email and customer communications you’ll play a pivotal role in the growth of Freddies Flowers. Overseeing both our UK and German customer communications and then seeking opportunities to drive email engagement, loyalty, order rate, retention and growing our active customer base.
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 of impact you think they can make. Taking customer, campaign, channel and trading insights, you will create a centralised strategy for engaging, converting and retaining customers through targeted and personalised communications which focus on driving revenue, customer frequency and retention (loyalty), whilst ensuring data integrity and GDPR compliance is met across all activation. Using data to inform tests and decisions and with a focus on automation where possible we’re looking for someone who can step change our performance in the customer space and deliver value from our customer bases.
You will also work with teams across the business, including the wider marketing and creative teams on cross-channel and brand campaigns. You’ll also cross paths with our product team to support any onsite customer experience improvements and forge a good relationship with our commercial and customer teams to enhance performance of our customer comms.
What You’ll Be Doing:
- Design, manage and develop the CRM programme creating strategic plans that will deliver customer frequency, retention and revenue growth targets across the business
- Manage the Brevo database and ongoing customer segmentation, re-engagement and personalisation process, targeting actives, lapsed and idle customers – ensuring we are tailoring our activity to customer behaviours and buying stages
- Enhance and grow our BAU activity across the group by building out lifecycle and trigger-based customer journeys to engage, convert and retain customers
- Continuous test & learn approach to improve email KPIs eg. open rate, CTR, conversions etc through optimising subject titles, content/messaging/CTAs, and landing pages
- Be the expert when it comes to understanding our CRM / Marketing automation platforms and how they can be configured to aid our business objectives
- Present monthly reports and analysis on the growth of the marketable (opt-in) customer database, supporting initiatives to help improve and drive data capture
- Track the weekly performance of emails KPI’s against the weekly and monthly targets and communicate the performance of emails to internal stakeholders.
- You will manage all our direct-to-customer campaigns across email, SMS and in-box materials, working with a team of creatives, copywriters and other marketers to plan content, brief in assets and build campaigns.
- You’ll work closely across the CRM, Product and Commercial teams to see through the execution and delivery on customer initiatives.
- Responsible for all testing on email, creating monthly test plans to drive channel KPIs.
- Responsible for weekly and monthly email reporting back to the business, sharing learnings and insights to drive opportunities and performance further.
- You’ll work with our Commercial team to understand incremental gains to our active customers and any ad hoc reporting.
- Lead the CRM team, coordinating and communicating workload as well as focusing on personal development to grow individual skill sets
Requirements
- Have at least 4 years previous CRM experience and experience of a CRM platform
- You're hyper organised. Experienced in high paced environments, with confidence and ability to independently prioritise, plan and coordinate people/processes to ensure seamless execution.
- You're analytically sharp. Highly analytical with a focus on making data-driven decisions to drive strategy. Working in Excel/Sheets for reporting is second nature.
- You're a problem solver. A track record of continuous process improvement - implementing systems, processes and solutions to drive automation and improve accuracy of financial reporting.
- You're a fast learner. adaptable, acute attention to detail, delivers excellent work, driven, takes feedback well, is highly self-aware and personable.
- You're a proactive doer. embodies proactivity, with a can-do attitude, will go the extra mile(s) when needed. Willing to dig-in, research and learn a way around any challenge autonomously.
- You're an excellent communicator. You are equally good at listening as explaining / convincing others
- You have a sense of humour, high energy and passion for the flower-powered future we’re building.
Inclusion:
Freddie’s Flowers recognises our success is dependent on the success of our people. Freddie’s Flowers is committed to creating an inclusive work environment with a diverse workforce where everyone feels safe and valued. All applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
Benefits
- Option to buy extra holiday days
- Discounted flowers for friends/family
- Hybrid Working- Minimum 2 days a week in our Battersea Office
- Learning and Development Support
- Cycle to work scheme
- Employee Assistance Programme
- MediCash Plan
- Health and wellbeing sessions with The Mind Clinic
- Team socials and events
Job tags
Salary
