CRM Manager presso Marro

😻 A bit about the opportunity:

Are you a hardworking, cat-centric individual ready to embark on an exciting journey? We're on the lookout for someone to join the founding team of our Cat business. This is more than just a job; it's an opportunity to shape the future of our brand and customer experience.

There are 11 million Cats in the UK and, just like dogs, they are considered a member of the family so all we want is the best for them. The experience of owning a cat can be stressful and the food industry has let cats down - what's available isn't meeting their needs for both taste and nutrition. In fact, many cat parents don't even understand what those needs are in the first place. It's making cats unhappy and unhealthy and cat parents feel guilty and deflated. We think we can be the solution and are on a mission to deliver health and happiness to cats all over the UK.

📣 A bit about the role:

As the CRM Lead, your mission is clear: own the email marketing channel from all perspectives. CRM covers a lot, pretty much any communication we send out to our customers! At Marro, we like to split CRM out into three customer groups; leads, existing customers, and paused customers. The person we are looking for will be involved in journeys and experiences for all three. Turning those leads into as many new customers (and purrring cats) as possible will be your primary responsibility to begin with but the role will grow as you settle in. You'll have your own targets to hit and a lot of freedom to try and test new initiatives to reach your goals.

💼 What you'll do:

• Brief in and build campaigns (pre and post launch) designed to convert leads into customers
• Design, track and optimise our email flow for new customers to build brand loyalty and encourage them to stay with us.
• Develop a reactivation email strategy to encourage paused customers to come back
• Optimise & develop 'Always-On Campaigns', triggered by a specific action on site. 
• Conduct comprehensive data analysis and reporting to identify performance KPI’s, trends, customer behaviour patterns, and campaign effectiveness in order to provide actionable insight.
• Manage key stakeholder relationships presenting results, insights and recommendations, ensuring alignment on CRM strategy & priorities.
• Work closely with our in-house brand & creative teams to deliver the right message with the right tone in a fun, impactful and on brand way.
• Lead technical implementation and optimisation of CRM platform capabilities to maximise campaign performance and customer experience
• Work closely with our in-house digital product teams to deliver a customer interaction that is optimised for usability and functionality.
• Foster close working relationships with the dog squad, collaborating on growth strategies that will feed into your own innovative ideas to support our ambitious growth objectives.

👋 A bit about you.

• You will be able to hit the ground running. We are envisaging at least 2-3 years of experience in a challenging marketing communications role.
• Strong technical knowledge and hands-on experience with CRM platforms and email delivery systems (we use Iterable) and a solid understanding of HTML email coding & tech integrations.
• You have demonstrable experience working with data, running analysis, and translating insights into actionable recommendations.
• Excellent stakeholder management skills with the ability to build relationships across different teams and levels of seniority.
• Confident presenting findings, insights, and strategic recommendations to both technical and non-technical audiences.
• Commercially savvy with a strong understanding of how CRM activities drive business growth and revenue impact.
• Comfortable operating in a fast-paced environment where priorities can shift quickly and you need to adapt while maintaining high standards
• You are results-oriented. You will want to be responsible for the key things that we are trying to do and relish the accountability that it brings
• You are excited at the prospect of building an email marketing channel from scratch that is set up for long term success.
• Obsessed with cats. Naturally.

ℹ Logistics:

• This is a hybrid role, working 3 days per week from our White City (London) office – Mondays, Wednesdays, and Thursdays (non-negotiable).
• Applicants must have the right to work in the UK. We are unable to offer visa sponsorship for this role.

 🙌 A bit about what we offer.

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service 
• 5 paid 'paws' days per year to support to learning and/or wellbeing
• £500 personal learning & development budget 
• Butternut Box/Marro employee discount 
• Enhanced parental leave (52 weeks’ maternity leave inclusive of 26 weeks fully paid and 6 weeks fully paid paternity/secondary leave)
• Flexible working hours and work from home options 
• Cycle to work scheme
• Pension with NEST
• Private Medical Insurance with Vitality
• Private Dental Insurance with Bupa
• Time off for fertility treatments and pregnancy loss
• Paid sabbaticals for squad members with 5 or more years at Marro
• Discounted gym access through MyGymDiscounts

❗️A few things to note: 

• Marro is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities and perspectives.
• As our business has grown so has our responsibility to our community, our planet and our business. We are not perfect, but we are committed to doing business the right way and continually improving our social and environmental performance.
• We're not afraid of putting extra weight on candidates from underrepresented groups. We want strong, diverse teams built from different backgrounds, experiences, and identities. We're ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career.