Customer Marketing & Retention Specialist (Hybrid) in London

About First Mile

First Mile is a leading UK sustainability services provider and certified B Corp, delivering waste management and recycling solutions to more than 40,000 business customers nationwide.

Operating across retail, hospitality, commercial offices and mixed-use estates, the business combines technology-enabled services with established recycling infrastructure to drive high recycling rates, transparent reporting and measurable environmental impact.

Backed by Warren Equity Partners, First Mile has ambitious plans for both organic and acquisitive growth and is actively pursuing opportunities to strengthen its market position through strategic acquisitions — including the recent addition of Greenzone Facilities Management to the Group.

It's an exciting, fast-moving environment where our people play a central role in supporting growth, integration and delivering an exceptional service to our customers.

Role Purpose

The Marketing Executive supports the delivery of customer marketing activity that engages, retains and grows the value of First Mile's customer base.

The role combines hands-on CRM and lifecycle marketing with day-to-day management of First Mile's organic social media channels and the creation and upkeep of content on thefirstmile. co. uk and the Customer Portal.

Customer Marketing is the role's primary focus, covering customer journeys, email campaigns and retention activity that reduce churn and drive revenue.

The role also supports the Brand & Comms and Performance Marketing teams, helping to keep First Mile's channels active, accurate, on-brand and focused on commercial outcomes.

Internally, the Marketing Executive works across the wider Marketing team and with the Strategy, Customer Success and Customer Support teams, and contributes to the cross-functional Customer Experience group.

Key Responsibilities

• Customer Marketing & Retention
• Build, maintain and optimise customer journeys that create value for customers, reduce churn and drive revenue, in line with the agreed customer marketing plan.
• Build and deliver customer email campaigns, including automated workflows and ad hoc sends, monitoring, reporting on and optimising performance.
• Support the monitoring and reporting of key retention metrics such as churn, rebuy revenue and order frequency, flagging risks and opportunities.
• Support the upsell and cross-sell of recycling products through onsite and Customer Portal campaigns.
• Customer Insight & Experience
• Gather customer feedback and run customer surveys, collating findings to share with the business.
• Contribute to the cross-functional Customer Experience group alongside Customer Success, helping to improve customer touchpoints.
• Social Media Management
• Manage First Mile's organic social media channels day to day, planning, scheduling and publishing content against an agreed content calendar.
• Amplify company news, campaigns, events and thought leadership in support of the Brand & Comms team.
• Monitor and respond to comments and messages, escalating customer queries to Customer Support where appropriate.
• Report monthly on social performance and recommend improvements.
• Website Content
• Build and update pages and content on thefirstmile. co. uk through the website CMS, supporting requests from the Customer Marketing, Brand & Comms and Performance teams.
• Support the Performance team with landing pages, SEO-friendly copy and on-page updates that help conversion.
• Support the Brand & Comms team with news, blog posts and case studies.
• Keep website and Customer Portal content accurate, up to date and on-brand, including regular checks for broken links and outdated information.
• Ways of Working & Compliance
• Manage own workload and prioritise requests across teams in line with agreed marketing priorities.
• Follow brand, GDPR and data governance guidelines across all activity.
• Keep up to date with best practice in CRM, social media and digital content, and share ideas with the team.
• Key Measures of Success
• Email and customer journey engagement: open, click-through and conversion rates.
• Contribution to churn reduction, rebuy revenue and order frequency.
• Cross-sell and upsell sales generated through the Customer Portal.
• Customer survey response rates and customer sentiment.
• Social media engagement rate, reach and follower growth, with consistent posting against the content calendar and timely responses to comments and messages.
• Turnaround of website page and content requests, traffic and conversion on supported pages, and the accuracy and freshness of website content.
• Campaigns and content delivered on time and to brief, with positive feedback from Customer Marketing, Brand & Comms and Performance stakeholders.
• What You'll Bring

Essential

Experience

• Some experience (ideally 1–2 years) in a marketing role.
• Experience writing effective copy and creating content for digital channels such as email, social media or websites.
• Knowledge & technical capability
• Understanding of email marketing, CRM and customer lifecycle marketing.
• Working knowledge of organic social media platforms and content scheduling.
• Confidence using, or ability to quickly learn, a website CMS.
• Awareness of GDPR and good data practice in marketing.

Skills & behaviours

• Strong customer instincts: naturally thinks like a customer, including what proof points matter at sign-up, what will make them love First Mile and what pain points we can solve.
• Excellent written and verbal communication skills.
• Organised and able to juggle requests from several teams while hitting deadlines.
• Curious and eager to learn, with a proactive approach to developing new skills and taking on new challenges.
• A team player, comfortable working on own initiative and thriving in an open, collaborative team.
• Ambitious, and keen to grow with a fast-growing business in the environmental sector.

Desirable

• Design skills (e. g. Canva).
• HTML.
• Experience in a B2B or sustainability-focused business.
• Experience with marketing automation, analytics or reporting tools.

What We Offer

• The opportunity to make a real impact within a growing, purpose-driven B Corp.
• A collaborative and supportive team with genuine investment in your development.
• Competitive salary and benefits package.
• Hybrid working, where appropriate to the role.
• Enhanced family-friendly policies following qualifying service.
• 25 days' annual leave plus bank holidays, increasing with length of service.
• Monthly wellbeing allowance to spend on whatever supports your wellbeing.
• Regular company socials and events.
• The opportunity to work for a rapidly growing, multi-award-winning business in a sector that has never been more important.
• Equal Opportunities

First Mile is committed to building an inclusive workplace.

Recruitment and selection decisions are based on skills, experience, role requirements and objective evidence of capability.

We welcome applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.