Customer Marketing Manager

📌 Core Information

🔹 Job Title: Customer Marketing Manager

🔹 Company: First Mile

🔹 Location: London, High Holborn

🔹 Job Type: Hybrid (2 office days per week)

🔹 Category: Marketing

🔹 Date Posted: June 30, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid (London-based with remote work options)

🚀 Job Overview

Key aspects of this role include:

• Driving customer engagement and retention through strategic CRM management
• Developing and executing email marketing campaigns to optimize customer lifetime value
• Collaborating cross-functionally to enhance the customer experience and drive sales
• Creating valuable content to educate customers and showcase First Mile's success stories

ASSUMPTION: This role requires a strong focus on customer-centric marketing strategies to drive business growth and customer loyalty.

📋 Key Responsibilities

✅ Develop and implement a customer journey focused on creating value, reducing churn, and driving retention and rebuy rates

✅ Plan, develop, and execute email marketing campaigns, including automated workflows and ad hoc emails, monitoring and optimizing email performance

✅ Monitor, report on, and optimize key retention metrics such as churn, rebuy revenue, and order frequency to maximize customer lifetime value

✅ Educate customers on recycling through creating content such as video, guides, or a resource and learning hub on thefirstmile.co.uk

✅ Work closely with the Head of Marketing to define a customer content strategy, identifying gaps and opportunities to create content and campaigns that reach goals

✅ Increase recycling product sales through upselling and cross-selling onsite and through the online Customer Portal

✅ Showcase customer success through up-to-date stories, testimonials, and customer collaborations and advocacy initiatives

✅ Help the rest of the business, especially the Sales and Customer Service teams, to effectively and consistently represent the brand and tell the First Mile story to support customers

✅ Work with the strategy team to utilize data-driven customer insights for shaping the CRM strategy, and be the voice of the customer by gathering feedback and running surveys

ASSUMPTION: This role requires a high level of collaboration and stakeholder management to ensure customer-focused initiatives are successfully implemented across the organization.

🎯 Required Qualifications

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

Experience: 2-5 years of experience in delivering CRM strategies and programs across multiple touchpoints, driving customer engagement and revenue

Required Skills:

• Proven experience in developing and implementing retention-focused strategies
• Excellent communication and storytelling skills with fantastic written and verbal abilities
• Ability to manage multiple stakeholders with differing priorities across cross-departmental projects
• Analytical and commercially minded with experience using Google Analytics, Excel formulas, or other equivalent tools
• Familiarity with B2B marketing, lead generation, and sales processes
• A team player with strong collaboration and communication skills
• Ambitious and able to think bigger to maximize the potential of the role

Preferred Skills:

• Familiarity with the waste management or recycling industry
• Design capabilities

ASSUMPTION: Candidates with experience in B2B marketing and a strong understanding of CRM strategies will be best suited for this role.

💰 Compensation & Benefits

Salary Range: £50,000+ depending on experience

Benefits:

• Enhanced maternity/paternity scheme
• Regular company parties and events
• Employee recognition at monthly town hall events
• Company pension
• 25 days holiday (plus bank holidays) with an extra day for each complete year of service
• £60 a month allowance to spend on personal expenses

Working Hours: Full-time (40 hours per week) with flexible work arrangements

ASSUMPTION: The salary range is competitive for the role and experience level, and the benefits package is designed to attract and retain top talent in the industry.

📌 Applicant Insights

🔍 Company Context

Industry: Environmental Services, specifically waste management and recycling

Company Size: Medium (201-500 employees)

Founded: 2004

Company Description:

• First Mile is a leading recycling and waste management company in London, helping over 30,000 businesses reduce their carbon impact
• They offer a range of recycling and commercial waste services, including paper, glass, plastics, electronics, batteries, textiles, coffee cups, and mixed recycling
• First Mile is B Corp Certified and committed to driving a circular economy and net-zero strategies

Company Specialties:

• Recycling Services
• Commercial Waste Management
• Commercial Recycling
• Paper Recycling
• Glass Recycling
• Plastics Recycling
• Electronics Recycling
• Batteries Recycling
• Textile Recycling
• Coffee Cups 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 commitment to sustainability and the environment makes it an attractive employer for candidates passionate about making a positive impact.

📊 Role Analysis

Career Level: Mid-level marketing role with growth opportunities

Reporting Structure: Reports directly to the Head of Marketing

Work Arrangement: Hybrid (2 office days per week, with remote work options)

Growth Opportunities:

• Potential to grow into a leadership role within the marketing department
• Opportunities to expand skills and knowledge in the waste management and recycling industry
• Chance to make a significant impact on the company's growth and customer success

ASSUMPTION: This role offers a unique opportunity for candidates to grow both personally and professionally within a dynamic and expanding industry.

🌍 Location & Work Environment

Office Type: Modern, centrally located office in London

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

Geographic Context:

• London is a vibrant, multicultural city with a thriving business scene
• The office locations are conveniently situated near public transportation and amenities
• The city offers a wide range of cultural, social, and recreational activities

Work Schedule: Flexible, with a focus on results and meeting deadlines

ASSUMPTION: The hybrid work arrangement and central London location provide a good work-life balance and easy access to the city's amenities.

💼 Interview & Application Insights

Typical Process:

• Online application and resume screening
• Phone or video screening
• In-person or virtual interview with the hiring manager and/or team members
• Final interview with the Head of Marketing or another senior team member

Key Assessment Areas:

• Customer-centric mindset and understanding of customer needs
• CRM and marketing skills, with a focus on retention and engagement
• Stakeholder management and collaboration abilities
• Analytical and problem-solving skills
• Cultural fit and alignment with First Mile's values

Application Tips:

• Tailor your resume and cover letter to highlight your CRM and marketing skills, as well as your passion for sustainability and the environment
• Prepare examples of your past work that demonstrate your ability to drive customer engagement and retention
• Research First Mile's company values and be ready to discuss how your personal values align with theirs

ATS Keywords: CRM, customer engagement, email marketing, retention strategies, customer content, customer collaboration, customer advocacy, customer lifetime value, data analysis, B2B marketing, stakeholder management, communication skills, storytelling, analytical skills, commercial mindset, team collaboration, ambition, customer insights

ASSUMPTION: Applicants should focus on demonstrating their customer-centric mindset and relevant marketing skills throughout the application and interview process.

🛠️ Tools & Technologies

• CRM software (e.g., Salesforce, HubSpot, or similar)
• Email marketing platforms (e.g., Mailchimp, Constant Contact, or similar)
• Google Analytics
• Microsoft Office Suite (Excel, Word, PowerPoint)
• Project management tools (e.g., Asana, Trello, or similar)

ASSUMPTION: Familiarity with industry-standard CRM and marketing tools is essential for success in this role.

👔 Cultural Fit Considerations

Company Values:

• Amaze Customers
• Love the Planet
• Be One Team

Work Style:

• Collaborative and team-oriented
• Customer-focused and results-driven
• Adaptable and open to change

Self-Assessment Questions:

• How do you demonstrate First Mile's value of 'Amaze Customers' in your daily work?
• How have you shown 'Love the Planet' in your previous roles or personal life?
• Describe a time when you had to adapt to a significant change, and how did you approach it?

ASSUMPTION: Candidates who align with First Mile's company values and work style will be the best fit for this role.

⚠️ Potential Challenges

• Managing multiple stakeholders with differing priorities and expectations
• Balancing customer-focused initiatives with other business priorities
• Keeping up with the fast-paced and ever-changing waste management and recycling industry
• Working in a hybrid environment, requiring strong communication and collaboration skills

ASSUMPTION: Applicants should be prepared to address these challenges proactively and demonstrate their ability to thrive in a dynamic and sometimes demanding work environment.

📈 Similar Roles Comparison

• Unlike traditional marketing roles, this position focuses heavily on customer retention and engagement rather than acquisition
• First Mile's unique commitment to sustainability and the environment sets it apart from other waste management and recycling companies
• This role offers a unique opportunity to grow both personally and professionally within a dynamic and expanding industry

ASSUMPTION: Applicants should research similar roles in the waste management and recycling industry to better understand the unique aspects of this position.

📝 Sample Projects

• Developing and implementing a customer onboarding program to reduce churn and drive rebuy rates
• Creating a customer resource and learning hub to educate customers on recycling best practices and First Mile's services
• Collaborating with the sales team to create targeted email campaigns that upsell and cross-sell recycling products through the online Customer Portal

ASSUMPTION: Applicants should be prepared to discuss their past work and how it relates to the specific responsibilities and requirements of this role.

❓ Key Questions to Ask During Interview

• How does First Mile measure the success of its customer marketing initiatives, and what are the key performance indicators (KPIs) for this role?
• Can you describe the team structure and dynamics within the marketing department, and how does this role fit into the broader organization?
• How does First Mile foster a culture of collaboration and innovation, and what opportunities are there for growth and development within the company?
• What are the biggest challenges facing the waste management and recycling industry, and how is First Mile positioned to address them?
• How does First Mile support work-life balance and employee well-being, particularly in a hybrid work environment?

ASSUMPTION: Applicants should ask thoughtful and insightful questions that demonstrate their interest in the role and the company.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your CRM and marketing skills, as well as your passion for sustainability and the environment
• Prepare examples of your past work that demonstrate your ability to drive customer engagement and retention
• Research First Mile's company values and be ready to discuss how your personal values align with theirs
• Follow up with the hiring manager one week after your application to express your interest and reiterate your qualifications

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