CRM Executive

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. And our founding mission remains unchanged – to change the world of flowers, and to change the world with flowers.

About The Role

Managing our day-to-day email and customer communications you’ll play a pivotal role in the growth of Freddies Flowers. Managing global customer communications and seeking opportunities to drive email engagement, loyalty, order rate, retention and growing our active customer. Creating an ‘always on’ calendar of gifting and acquisition communications for both our UK and German markets to increase lifetime value.

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 or impact you think they can make. 

You will 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.

Responsibilities

Campaign Strategy & Execution

• You will manage our direct-to-customer email campaigns working with our creative and marketing teams to plan content, brief in assets and build campaigns.
• You will carry out regular tests to constantly improve our campaign engagement and loyalty metrics, enhancing our understanding of what works for our audiences.
• You’ll work closely with our CRM and Growth Managers to execute customer initiatives for each segment of our customer base.
• You’ll be responsible for all testing on email, planning monthly tests to drive channel KPIs.
• Campaign and Channel Reporting
• You’ll be responsible for weekly and monthly email reporting back to the business, sharing learnings and insights to highlight opportunities and further improve performance.
• You’ll work with our Commercial team to understand incremental gains to our active customers and any ad hoc reporting.
• Channel Growth
• You’ll support Gifting growth projects with comms to our email database to increase the repeat rate of our gifting base
• You’ll work with our CRM Manager and Growth Team to weave other channels like SMS and Direct Mail into our contact strategy to complement our email comms and drive engagement

Experiences and events

• You’ll own creation of our VIP programme for key customers and bondholders e.g. flower arranging evenings, flower pressing classes etc. to invite our existing customers to join, creating a deeper relationship with both flowers and the Freddie’s brand

Requirements

• Have 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.
• German language speaker a bonus but not compulsory
• There's quite a bit on this list. If you feel you have some of the experience but not all of it, please do still apply. We love developing our team.

Benefits

• Option to buy extra holiday days
• Discounted flowers for friends/family
• WFH (where applicable)
• Learning and Development Support
• Cycle to work scheme
• Employee Assistance Programme
• Cash plan with Medicash
• Health and wellbeing sessions with The Mind Clinic
• Team socials and events
• Bi-Weekly lunch
• And Flowers!

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