Location: London

Our client Pangaia is a materials science company on a mission to save the environment. They are a global collective of one heart and many hands — scientists, technologists, designers — creating essential products from innovative tech and bio-engineered materials.

They design products for living in, for any situation and for basic needs. They create products with smart technology and use as many sustainable & recyclable elements as possible.

About The Role

Pangaia are looking for some interim support with their CRM. Someone who can come in and hit the ground running with an immediate start for 3-4 months. You will be reporting to the CMO so great for visibility and someone looking for senior exposure.

CRM is becoming a key and powerful part of how Pangaia communicates with their community. Working alongside the marketing and eCommerce team, this is a fantastic opportunity to join a growing DTC start-up on a freelance/interim basis. The CRM Manager role will lead the delivery of PANGAIA’s customer acquisition, engagement and retention strategies through high-impact email, SMS campaigns and a loyalty program.

You will work closely with the marketing team to deliver personalised and relevant communication to our customers while optimizing customer journeys across various touch points, ensuring we enhance customer engagement, loyalty, and drive revenue growth.

Fundamentally you will leverage email to help provide a personalised, smooth and enjoyable experience for all customers across various points in the journey.

About You

You are an experienced and passionate CRM expert, preferably in the fashion, lifestyle or tech sectors - and are obsessed with the customer experience and loyalty. You will have a proven track record of success acquiring and growing an engaged database of customers, increasing customer KPIs from LTV to conversion rates.

Responsibilities

• Executing the global CRM strategy and delivering market leading email & SMS communications.

• Using data and competitor analysis to continually optimise briefs in order to deliver high open rates and click through rates.

• Testing, learning and improving mobile friendly email templates and SMS campaigns.

• Growing email and SMS sign ups by testing different tactics and cross pollination from other channels.

• Working alongside performance marketing and data teams to build a 360 understanding of our customer database and key segments within it.

• Delivering a robust segmentation strategy that aligns with both customer behavior and business objectives

• Setting up emails in the ESP and building and maintaining all email flows.

• Being a point of contact for our third- party partners and managing migrations where necessary according to strategy.

• Analyzing & reporting on data and performance metrics weekly, monthly with actionable insights

Requirements

• 4 years CRM experience

• Experience of Ometria or similar CRM/ESP platform

• Strong experience of briefing, deploying emails and SMS

• Awareness of GDPR and data handling best practice

• Self starter, proactive, good communication skills, motivated, able to multi-task with multiple deadlines.

• Ability to work in a fast-paced, iterative environment

Desired strengths

• Ability to build and/or edit in HTML

• Experience with Trello

• Experience with Shopify

• Experience with Ometria