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£40,000 £38000 - £40000 per annum

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Customer Relationship Manager / Nutrition / Food / London / ££ Comp

FWD is delighted to be working in partnership with a leading Nutrition and Protein supplement business which has undergone significant growth over the past 5 years. Based in their London HQ you will be an experienced Customer Relationship Manager with a hunger for success working in this fast-growing market sector

As Customer Relationship Manager you'll manage all customer retention activity, post sales within a target Life Time Value framework you'll develop on an on-going basis. This will be the customer facing eCRM programme, customer segmentation, customer insight which allows you and your team to send frequent, relevant and ever more personalised 'calls to action' alongside any loyalty/frequency and community programmes which, all operate within an acceptable CPA.

Role Responsibilities:

  • Own all Customer Retention and deliver best practice in eCRM, Segmentation, Customer Insight, Loyalty / VIP, community programmes
  • Own the Customer Support Team, where you'll improve the key metrics and generate greater acquisition and retention
  • Propose, Agree and Review internal team vs external agency strategy
  • Set, monitor CPA and LTV by channel to deliver 'profitable' retention activity
  • Work closely with trading and Product team to agree call to action trading plan that optimises retention activity
  • Work closely with the Marketing (Acquisition) team to align on activity
  • Work closely with Commercial Analyst to unlock, Customer Insight, Marketing Insight, Business Insight which leads to optimisation of activity
  • Monitor Competitor retention / loyalty / VIP / community activity
  • Hire, lead and coach a leading-edge team to execute against goals
  • Provide expertise on current eCommerce industry best practice, with CRM focus

About You:

  • Have a good understanding of retail, ecommerce and marketing businesses
  • You're a 'natural retailer'; obsessed with delivering your promise to customers
  • CPA / LTV methodology at the heart of everything you do
  • Have a proven track record as a commercial individual, who understands brand and customer (shopper)
  • Understand how to maximise output in Retention activity where a mix of skill / talent types is required
  • 3-5 Years of managing 'call to action' retail/ecom marketing activity within CRM or retention
  • Strong entrepreneurial bias that has track record building, managing and motivating yourself and digitally disruptive agile teams (internal and external) who deliver exceptional results
  • HTML / email Coding experience
  • Experience with numerous ESP (Emarsys) / Customer Support (Zendesk) and Segmentation platforms
Apply now

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