CRM / Customer Marketing Manager

📌 Core Information

🔹 Job Title: CRM / Customer Marketing Manager

🔹 Company: First Mile

🔹 Location: Holborn, London, England

🔹 Job Type: Hybrid (3 days in the office)

🔹 Category: Marketing

🔹 Date Posted: 2025-07-03

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

🚀 Job Overview

Key aspects of this role include:

• Leading the CRM and lifecycle marketing strategy from onboarding to reactivation
• Planning and building campaigns that drive engagement, retention, and upsell to boost recycling rates
• Collaborating with various departments to champion the voice of the customer and drive sustainable behavior change at scale
• Designing and implementing automated journeys and trigger-based messaging
• Reporting on performance and continually optimizing using data and testing

ASSUMPTION: This role requires a strong understanding of customer data, segmentation, and automation tools, as well as excellent communication skills and a passion for sustainability.

📋 Key Responsibilities

✅ Lead the CRM and lifecycle marketing strategy from onboarding to reactivation

✅ Plan and build campaigns that drive engagement, retention, and upsell to boost recycling rates

✅ Collaborate with Customer Support, Sales, Operations, and Product to champion the voice of the customer as a key part of the Customer Experience group

✅ Design and implement automated journeys and trigger-based messaging

✅ Report on performance and continually optimize using data and testing – owning onboarding and churn metrics

ASSUMPTION: The role requires a balance of strategic thinking, data analysis, and creative problem-solving to deliver effective customer marketing campaigns.

🎯 Required Qualifications

Education: Bachelor's degree in Marketing, Business, or a related field

Experience: Proven experience in customer marketing, CRM, or lifecycle marketing delivering strategies across multiple touchpoints that have driven customer engagement and revenue

Required Skills:

• Amazing customer instinct and natural ability to think like a customer
• Strong understanding of customer data, segmentation, and automation tools
• Excellent communication skills and ability to craft clear, compelling messages
• Passion for sustainability, innovation, and delivering standout experiences
• Self-starter mindset with curiosity, creativity, and drive, as well as the ability to collaborate with team members to find the best solutions together

Preferred Skills:

• Design and HTML capabilities

ASSUMPTION: While a degree in Marketing or Business is preferred, relevant experience and a strong portfolio may be considered in lieu of formal education.

💰 Compensation & Benefits

Salary Range: £35,000 - £45,000 per annum (based on experience and industry standards for a Marketing Manager role in London)

Benefits:

• Continuous learning and development opportunities
• Clear pathways for career (and salary) progression within the dynamic team
• 25 days holiday (plus bank holidays) with an additional day for each year of service
• £60 monthly allowance for personal use
• Enhanced parental leave scheme
• Regular social events, drinks, and food
• A supportive, collaborative workplace within a rapidly growing, award-winning company

Working Hours: Full-time (40 hours per week) with flexible working hours and a hybrid work arrangement (3 days in the office)

ASSUMPTION: The salary range is an estimate based on industry standards for a Marketing Manager role in London, considering the company's size and the candidate's experience level.

📌 Applicant Insights

🔍 Company Context

Industry: Environmental Services

Company Size: 201-500 employees (according to LinkedIn)

Founded: 2004

Company Description:

• First Mile is one of London's greenest recycling and waste management companies, helping over 30,000 businesses reduce their carbon impact with a range of recycling and commercial waste services.
• The company offers tailored approaches to recycling and waste management, providing reliable and flexible rubbish collection, waste removal, and recycling services at competitive prices with 24/7 support.
• First Mile is the first waste management company in London to become B Corp Certified.

Company Specialties:

• Recycling Services
• Commercial Waste Management
• Commercial Recycling
• Paper Recycling
• Glass Recycling
• Plastics Recycling
• Electronics Recycling
• Batteries Recycling
• Textile Recycling
• Coffee Cups Recycling
• Coffee Grounds Recycling
• Mixed Recycling
• Food Recycling
• Paper Shredding
• Clearances
• Toner Recycling
• Cartridges Recycling
• KeyKegs Recycling
• Waste Management
• Circular Economy Service
• Net Zero
• Carbon Reduction
• Net Zero Strategy
• Green Waste Services
• Zero to Landfill
• Carbon Reporting

Company Website: http://www.thefirstmile.co.uk

ASSUMPTION: First Mile's focus on sustainability and recycling services makes it an attractive option for candidates passionate about environmental issues.

📊 Role Analysis

Career Level: Mid-level Marketing role with potential for growth and progression within the company

Reporting Structure: The role reports directly to the Head of Marketing and works closely with various departments, including Customer Support, Sales, Operations, and Product

Work Arrangement: Hybrid (3 days in the office) with flexible working hours

Growth Opportunities:

• Progression within the Marketing team as the company continues to grow
• Expanding the role's scope and responsibilities based on performance and company needs
• Potential to lead and mentor junior team members in the future

ASSUMPTION: The hybrid work arrangement offers a good balance between collaboration and remote work, allowing for better work-life integration.

🌍 Location & Work Environment

Office Type: Modern, collaborative office space in Holborn, London

Office Location(s): 70-71 Wells Street, London, England W1T 3QE, GB and Minerva Road, London, GB

Geographic Context:

• Holborn is a vibrant and well-connected area in Central London, offering easy access to public transportation and various amenities
• The office is located near several parks, restaurants, and shops, providing a pleasant work environment
• London is a major global city with a diverse range of industries and cultural attractions

Work Schedule: Full-time (40 hours per week) with flexible working hours and a hybrid work arrangement (3 days in the office)

ASSUMPTION: The location of the office in Holborn provides easy access to public transportation and various amenities, making it an attractive option for candidates living in or around London.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening with the HR team
• First-round interview with the Head of Marketing
• Second-round interview with the Marketing team and relevant stakeholders
• Final interview with the CEO or a senior member of the leadership team
• Job offer and onboarding

Key Assessment Areas:

• Customer marketing and CRM experience
• Data analysis and segmentation skills
• Communication and copywriting abilities
• Cultural fit and alignment with company values
• Problem-solving and strategic thinking

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Showcase your passion for sustainability and environmental issues
• Prepare examples of successful customer marketing campaigns you've worked on and the results they achieved
• Research First Mile's company culture and values to demonstrate your alignment with their mission

ATS Keywords: CRM, Customer Marketing, Lifecycle Marketing, Customer Insight, Data Analysis, Segmentation, Automation Tools, Communication, Copywriting, Design Skills, HTML, Sustainability, Innovation, Collaboration, Creativity, Problem Solving

ASSUMPTION: The interview process is designed to assess the candidate's technical skills, cultural fit, and alignment with the company's mission and values.

🛠️ Tools & Technologies

• CRM software (e.g., Salesforce, HubSpot, or similar)
• Marketing automation tools (e.g., Marketo, Pardot, or similar)
• Email marketing platforms (e.g., Mailchimp, Campaign Monitor, or similar)
• Data analysis and visualization tools (e.g., Google Analytics, Tableau, or similar)
• Project management tools (e.g., Asana, Trello, or similar)

ASSUMPTION: The specific tools and technologies used may vary depending on the company's tech stack and the candidate's experience and preferences.

👔 Cultural Fit Considerations

Company Values:

• Amaze Customers – through brilliant service and communications
• Love the Planet – every decision we make considers our impact
• Be One Team – we collaborate, support, and win together

Work Style:

• Collaborative and supportive team environment
• Focus on continuous learning and development
• Data-driven decision-making and continuous improvement
• Passion for sustainability and environmental issues

Self-Assessment Questions:

• Do you have a proven track record of driving customer engagement and revenue through effective customer marketing campaigns?
• Are you passionate about sustainability and environmental issues, and do you understand the importance of First Mile's mission?
• Do you thrive in a collaborative and supportive team environment, and are you comfortable working with various departments to champion the voice of the customer?

ASSUMPTION: Candidates who align with First Mile's company values and work style are more likely to succeed in this role and contribute to the company's mission.

⚠️ Potential Challenges

• The role may require working with large datasets and complex customer data, which can be challenging for candidates without strong data analysis skills
• The hybrid work arrangement may present communication and collaboration challenges, requiring candidates to be proactive and adaptable
• The role may require working with tight deadlines and managing multiple projects simultaneously, which can be stressful for candidates who struggle with time management or prioritization
• The role may require occasional travel to client sites or industry events, which can be inconvenient for candidates with personal or family commitments

ASSUMPTION: While these challenges may present obstacles for some candidates, they also offer opportunities for growth and development in a dynamic and fast-paced work environment.

📈 Similar Roles Comparison

• This role is similar to a Customer Marketing Manager or CRM Manager position in other companies, but with a focus on sustainability and environmental issues
• First Mile's company culture and values set it apart from other companies in the environmental services industry, offering a more collaborative and supportive work environment
• This role offers the opportunity to work with a wide range of stakeholders and make a significant impact on the company's growth and success

ASSUMPTION: Candidates should research other customer marketing or CRM roles in the environmental services industry to better understand the unique aspects of this position and how it aligns with their career goals and interests.

📝 Sample Projects

• Developing and executing a customer onboarding campaign to improve engagement and reduce churn
• Analyzing customer data to identify segments with high potential for upselling or cross-selling, and designing targeted campaigns to drive revenue growth
• Collaborating with the Product team to gather customer feedback and inform the development of new recycling services or features

ASSUMPTION: These sample projects are intended to illustrate the types of initiatives the successful candidate might work on, but the specific projects may vary depending on the company's needs and priorities.

❓ Key Questions to Ask During Interview

• Can you describe the company's plans for growth and expansion in the next 1-3 years, and how this role fits into those plans?
• How does the Marketing team collaborate with other departments, such as Sales, Customer Support, and Operations, to drive sustainable behavior change at scale?
• What are the key priorities for this role in the first 30, 60, and 90 days, and how will my performance be measured against these goals?
• How does the company support the professional development and growth of its employees, particularly within the Marketing team?
• What are the biggest challenges facing the company in the next 1-2 years, and how can this role help address them?

ASSUMPTION: These questions are designed to help the candidate better understand the company's priorities, culture, and growth opportunities, as well as the specific expectations and requirements of the role.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role, with a focus on customer marketing and CRM campaigns you've worked on and the results they achieved
• Prepare examples of successful customer marketing campaigns you've worked on and the results they achieved, focusing on data-driven decision-making and continuous improvement
• Research First Mile's company culture and values to demonstrate your alignment with their mission and commitment to sustainability
• Follow up with the HR team one week after submitting your application to inquire about the status of your application and express your continued interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.