CRM & Customer Service Assistant (permanent) in City of London

Hybrid: 3 days in our Paddington offices, 2 days working from home

Reporting to: CRM Manager

Contract type: Permanent, full time (5 days)

Working hours: 40 hours a week including a paid lunch hour. Flexible start between 8am and 10am, finish between 4pm and 6pm.

Who we are

At MOTH we make the most delicious cocktails in a can so that the special mix can happen anywhere. We are obsessive about flavour, fair prices and friendly service. Our team in the UK has grown to more than 50 people and we are looking for a superstar CRM & CS Assistant to join us in Paddington.

The Role

This role is for someone who is looking to kickstart their career in CRM. You will support our CRM strategy through email creation, data gathering and testing. Alongside this, you will be responsible for driving customer retention by providing an exceptional level of customer service to all MOTH customers.

The role split will be approximately 70% CRM and 30% Customer Service, however during peak times there will be more emphasis on Customer Service. You will need to have a passion for problem‑solving driven by helping others and consistently improving customer experience.

CRM Responsibilities

• Plan, execute and schedule all email campaigns using Klaviyo.
• Manage the end‑to‑end email campaign briefing process, collaborating with the copy team to develop copy briefs.
• Lead email briefing and sign‑off meetings.
• Contribute creative ideas for new email concepts and content.
• Keep the email marketing calendar updated and accurate.
• Segment the customer database to optimise campaign performance.
• Support data collection, reporting and run testing initiatives to inform strategy.
• Update automated email flows with seasonal content, including imagery and copy.
• Monitor customer satisfaction surveys and compile feedback for analysis.
• Participate in weekly departmental meetings to stay aligned with wider team priorities.
• Assist in documenting CRM workflows, processes and best practices.

Customer Service Responsibilities

• Provide customer support through a variety of channels including email, livechat, paid advertising and reviews.
• Take ownership of enquiries and proactively reach customers to provide a swift resolution and achieve a positive outcome.
• Amplify the voice of the customer by escalating feedback and ideas for improvement.
• Complete weekly reports, proactively spotting patterns in customer communications to adapt processes or product information to increase satisfaction.
• Drive conversions through engagement of customers, suggestive selling and sharing product knowledge.

Requirements

• Ideally 1 year+ of experience in a similar role and environment.
• Exceptional communication skills, written and verbal.
• Experience with website CMSs, ideally Shopify.
• Experience with customer systems such as ReAmaze, Gorgias or Klaviyo.
• Team player, able to collaborate across business functions to achieve objectives.

Benefits

• Flexible working hours – core 10am‑4pm with the option to adjust.
• Bonus – up to 20% subject to personal and company performance.
• Pension – 3% employer contribution.
• Annual leave – 27 days holiday plus birthday off and 2 life/admin days.
• Work‑from‑abroad – up to 2 weeks a year.
• Enhanced parental leave – 20 weeks full pay for each parent from day one.
• Private medical – Vitality, personal worldwide travel insurance.
• Learning and development – £2,000 annual budget.
• Snacks – free breakfast and chocolate snacks.
• Socials – weekly cocktail Thursdays, monthly socials and annual parties.

Diversity & Inclusion

At MOTH we are committed to creating a diverse and inclusive workplace. We welcome applications from people of all backgrounds, regardless of age, disability, gender, gender identity or expression, marital and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. We are an equal‑opportunity employer and strive to ensure a fair and supportive recruitment process for all candidates.