CRM EXECUTIVE - Digital Marketing / Community Management

ABOUT US Welcome! We’re Minor Figures. Founded on a rooftop in 2014 by three friends with a shared love of coffee, MF has since grown into a global brand. We are a motley crew of artists, musicians, athletes, and activists who have come together over a shared love of chasing the perfect espresso & want to help shape a world in which the sustainable options aren't just the ‘right’ ones, they're also the most fun.At Minor Figures, we’re passionate about creating a positive impact and we put sustainability at the forefront of everything we do. We’re a B Corp certified company where all our products are 100% plant based.Everyone’s invited. We collaborate, improvise, synchronise. We are wholly authentic, uplifting and constructive. Because magic happens when everyone’s vibing and having a good time. We value individuality and we want you to be yourself. If you share our love for coffee and you want every day you spend at work to feel like your first, we’d love to hear from you.ABOUT THE ROLE We are looking to develop a brand new and important communication channel with our B2B customer base. Our mission is to create the world’s best person-to-person care program directed solely at the cafe owner and coffee roasters as this community is our most valuable.We want to develop a Whatsapp channel to onboard new customers, provide assistance with their subscriptions, offer ‘surprise and delights’ and communicate marketing initiatives, without the need for them to lift a finger. How we see this is like stepping out of the uber and not having to pull out your wallet. To further this, we want to develop this channel into a larger community, engaging in group chats.There are 3 core principles at the heart of this : speed, service, and solutions.Your role is to make the experience as premium and seamless as possible with a focus on creating an incredible, personalised experience and brand touch point, that helps to generate further sales for the business, increase lifetime value, and build long-lasting and trusting relationships. You will own B2B CRM, predominantly Whatsapp & EDM, and assist with DTC CRM under the guidance of Digital Marketing Manager.SOCIALS : You will also support the marketing team with social media (Instagram & TikTok) including strategy planning, implementation and community management.It is essential to the business and brand - that the person for this role is energetic, helpful, friendly, and knowledgeable while also seeking personal growth.MAIN FOCUS : B2B CRM - EDM / SMS / WHATSAPPSECONDARY FOCUS : DTC CRM - EDM / SMS / WHATSAPP SOCIALSWHAT YOU’LL BE RESPONSIBLE FOR The role will include : Continuing the development Whatsapp / EDM B2B strategy, using Business Whatsapp & Klaviyo.Responding to high volumes of primarily inbound leads and new customers with the aim of moving them to become long-time customers.Assisting in all stages of the sales process, finding solutions, objection handling, negotiating, and closing.Answering questions about the product, brand and program etc.Supporting with DTC EDM / SMS & social media when needed.Working as part of a fast paced, agile team, offering our Partners a world class customer service experience.Some weekend shifts might be required.ABOUT YOUR TEAM You'll be reporting to our Digital Marketing Manager and work alongside our Customer Care Manager and Sales team. You will be a part of a wider Digital team, who are creative lead, customer experience focused and contribute to the growth of Minor Figures.ABOUT YOU You will excel in this role if you : Have been involved in Business WhatsApp implementation and customer care. Any previous experience on this platform is a benefit.Want to develop and create a new standard in high-end customer care.Are motivated by being in a target driven-environment with all teams and team members contributing their bit to one common goal.Have experience working well under pressure and are exceptional at multitasking.Are motivated by customer satisfaction & working with targets.Are ambitious & want to make an impact in the business.Have a huge passion for the specialty coffee / or beverage industry.Have outstanding interpersonal skills (both written and verbal).Have exceptionally high standards and are permanently dissatisfied with ‘just OK’.Have a positive can-do attitude with a solutions-driven approach.Requirements : A proven track record in roles such as CRM, customer care and / or community management.1-2 years in a customer-facing role.Flexible with shift patterns.Excellent written and spoken English.Experience with business whatsapp & Klaviyo.Experience with Instagram & TikTok.Additional languages an added bonus.WHAT’S IN IT FOR YOU We realise that a job is more than just the take home salary each month. So what are you really getting?25 days holiday allowance in addition to bank holidays.Healthcare coverage via Equipsme, which includes GP access, EAP / stress support, dental & optical cash plan and the option to upgrade.Statutory 3% pension contribution through Nest.1 day paid leave to support a cause of your choice through volunteering or activism.Unlimited access to Calm app.Flexible working to meet the needs of the role.Cycle to work scheme.30% discount on products from our online shop.All the free coffee and cold brew you can drink!Vegan, nut-free lunches are available when onsite.YOUR COMMITMENT Your main place of work will be at our office, at Minor Figures UK HQ - Unit 12a, Uplands Business Park, Blackhorse Lane, London, E17 5QJ.Hours of work will generally be 9.00am – 5 : 30pm but may vary with workload or by agreement. Flexibility may sometimes be required due to travel requirements.OUR COMMITMENT TO DIVERSITY, EQUITY AND INCLUSION At Minor Figures everyone is welcome. We are committed to cultivating and maintaining a culture that is inclusive and diverse. We celebrate differences and continually support all members of our company to be proud of who they are. In recruiting for our team, we pride ourselves on equal employment opportunities regardless of gender, sex, age, disability, race, religion, sexuality or social class. We hire the best people based on an evaluation of their abilities and effectiveness, nothing else.WHAT’S NEXT#J-18808-Ljbffr