At a Glance
- Tasks: Shape and deliver CRM strategies to enhance customer engagement and loyalty.
- Company: Join a purpose-led brand passionate about pets and community.
- Benefits: Work from home, gain valuable experience, and develop your skills.
- Other info: Fast-paced environment with significant growth opportunities and diverse culture.
- Why this job: Make a real impact on customer journeys while working with a creative team.
- Qualifications: 5 years in CRM, strong people management skills, and a passion for pets.
We welcome applications from those looking for hybrid working, based 2 days per week (Monday & Tuesday) in our Handforth (Cheshire) Office.
Contract: 12 Month Maternity Cover
Reporting to the Senior CRM Manager, this role is responsible for shaping and delivering the strategy, planning and activation of CRM communications to our existing customer base. With a strong focus on customer engagement, sales and customer lifetime value, you'll play a key role in enhancing the multi-channel customer experience, creating more personalised journeys and driving next-best actions across our pet care ecosystem.
You’ll take ownership of key customer journeys including Pets Club Welcome, New Puppy & Kitten and Senior Pet, continually developing and enhancing these to improve engagement and commercial performance. You’ll also support targeted communications such as vet-triggered journeys (e.g. vaccinations, flea and worm treatments, care plans) and Vet Solus communications, ensuring timely, relevant and effective touchpoints.
A key part of the role is continuous improvement - optimising channel, content and timing to drive stronger results, reduce customer attrition and build long-term brand loyalty. You’ll use data and insight to inform your decisions, and while you won't be responsible for building reporting, you'll need to confidently interpret data and analytics to identify opportunities to drive improvements and develop creative.
To stay closely connected to the customer experience, you’ll spend time each quarter in store or practice, gaining first-hand insight into how our CRM activity supports the wider business and customer journey.
As a key member of the team, you’ll support the Senior CRM Manager and deputise in their absence, while also leading a small team and working with multiple external partners. With at least one direct report, this role is ideal for someone with around 2 years people management experience who enjoys developing others alongside delivering strong commercial outcomes.
- Deliver a cohesive engagement plan for Pets Club and Vets, driving value from existing customers
- Lead targeted CRM campaigns with Analytics, from testing through to rollout
- Translate business goals into clear, customer-led activation plans
- Align priorities across Own Brand, Grooming, Vets and Insurance
- Champion the voice of the customer using insight and data
- Ensure high-quality, accurate delivery of CRM communications and vouchers
- Oversee CRM plan delivery across internal teams and agencies
- Coach and support team members on tools, processes and best practice
- Continuously improve the Pets Club and Vets experience and loyalty proposition
- Partner with commercial and finance teams on voucher strategy and testing
- Work with Analytics to identify opportunities and measure campaign performance
You’ll bring at least 5 years experience delivering and activating CRM programmes within a B2C environment, alongside the ability to effectively manage external suppliers. A collaborative team player, you’ll have a strong track record of building relationships with stakeholders at all levels, including Heads of and Director-level, and feel confident leading in the absence of the Senior CRM Manager.
You’re highly organised with excellent attention to detail, ensuring data, briefs and customer communications are accurate and on-brand. With a genuine passion for pets, you bring energy and creativity into your work, balancing strategic thinking with a customer-first mindset to deliver engaging, meaningful experiences. Experience with Salesforce Marketing Cloud and Power BI would be beneficial, but is not essential.
This role offers the chance to join a well-loved, purpose-led brand where the pace is fast and the work is genuinely varied and creative. Although it's a 12-month contract, the exposure you’ll gain is significant - you’ll step into a level of responsibility that isn't always readily available, allowing you to accelerate your development and broaden your experience quickly. You’ll work closely with senior stakeholders, gaining valuable insight into strategic decision-making while contributing to impactful CRM activity.
It’s a role where you can really build visibility, deepen your skillset and take on meaningful ownership - making it an excellent platform for growth and future opportunities.
We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities.
CRM Executive - Work From Home in Stoke-on-Trent employer: MindMatch
Selwood Housing is an exceptional employer that prioritises the growth and development of its employees, offering a supportive team environment where collaboration and knowledge sharing are key. With a commitment to inclusivity and a range of benefits including competitive salaries, flexible working opportunities, and ongoing training, you will not only gain hands-on experience as an Apprentice Electrician but also build a rewarding career in a respected trade within a growing not-for-profit organisation dedicated to providing affordable housing in the Southwest.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Executive - Work From Home in Stoke-on-Trent
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like MindMatch.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like MindMatch. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace CRM Executive - Work From Home in Stoke-on-Trent
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to MindMatch.
How to prepare for a job interview at MindMatch
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in MindMatch's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services MindMatch offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
