• Location
    • London
  • Date Posted
  • Jan. 6, 2022
  • Function
  • Product Management
  • Sector
  • Retail

Bloom & Wild is re-inventing the $60B global flower industry. Over a billion flower exchanges take place every year and industry satisfaction levels are low. Driven by our core belief that you can never care too much or be too thoughtful, we do things a little differently. From inventing letterbox flowers to founding The Thoughtful Marketing Movement. And we’ve seen impressive traction to date - we are Europe’s most loved flower and gifting platform, growing at 100% year on year.

2021 has been an exciting year for us! In January, we announced our £75 million Series D funding round, led by General Catalyst (backers of Airbnb and Deliveroo), with participation from multiple other top tier investors including Index Ventures (who have also backed companies such as Transferwise and Glossier). Bloom & Wild acquired bloomon in April 2021 and Bergamotte in July 2021, cementing our position as Europe’s leading online flower company. Together, we are active in 8 countries. We are home to a family of 3 strong brands, Bloom & Wild, bloomon and Bergamotte.

We really care about creating a diverse and inclusive team and we welcome people from all backgrounds, with different perspectives, ideas and experiences to work with us. Everyone has the freedom to give their opinion, grow in their career and be part of a genuinely caring and inclusive team.

We have been named one of the 5 fastest growing tech companies in Europe and are alumni of Tech Nation’s Future Fifty. We were also one of the Sunday Times Top 100 Small Companies to Work For 2020.

The RoleWe’re looking for a CRM & Loyalty Associate to join our Retention Marketing team. You’ll be responsible for driving repeat orders via our CRM programme, through the execution of email campaigns, push notifications and in-app messages. With a passion for understanding our customers, you’ll take a customer-first approach to building and testing our CRM programme, using our CRM tool, Braze. Most importantly, you’ll care about delivering world-class campaigns and will be excited by the challenge of driving our most meaningful retention marketing channels, with the key metric of growing customer lifetime value (LTV)!

Work closely with our Senior CRM & Loyalty Manager to build and deliver a CRM roadmap.

  • Analyse CRM campaign tests to develop and refine a continuous testing and optimisation plan, to maximise customer reactivation, LTV and contribution of the CRM channel.
  • Collaborate closely with our design, product and data teams to prioritise lifecycle marketing initiatives.
  • Build CRM campaigns across all channels, including email, push, in-app messages, as well as testing new channels like SMS and direct mail.
  • Analyse A/B test results and report on campaign KPIs, including customer LTV, repeat rate, average order value, and retention cost.
  • Update content across the entire programme on an ongoing basis, with seasonal messaging and creative.
  • Support the Retention Team in other marketing initiatives where required, particularly during peak periods.
  • Responsible for end-to-end campaign creation for CRM globally, including historical retrospectives and analysis, campaign ideation, brief write ups, campaign testing, actioning feedback before seeking signoff, then scheduling and sending our beautiful campaigns to customers!

You

  • You’ll likely have around 2 years’ experience in a specific CRM focussed role, or have owned the customer journey, segmentation or LTV for an e-commerce retailer in any capacity.
  • Passionate about putting customers first.
  • Proactive, results-focused and a logical approach to problem solving.
  • Keen interest in data and analytics, with high attention to detail.
  • You’re a strong communicator who loves to work collaboratively.
  • Comfortable working at pace, on multiple tasks and to tight timeframes.
  • You keep up to date CRM and loyalty trends.
  • Solid understanding of HTML is preferred, but not essential

Working EnvironmentCurrently the majority of our teams are working from home. However, in line with government restrictions, we are gradually opening up our beautiful, flower filled office again - for teams to use as much or as little as they’d like. We continue not to expect people to come in as a norm, though managers may ask teams to come in for specific reasons (unless you are a fully remote worker).

Our plan moving forward is to continue to find ways of incorporating remote work into our daily, business as usual, ways of operating. And we have no expectation that our teams will need to come into the office 5 days per week again.

Our perks and benefits:

  • 25 days holiday, with an additional day off for your birthday, plus bank holidays, totalling 34 days, per annum. There is also the option to buy an extra 5 days holiday
  • Flexible working schedule (core hours from 10-4pm)
  • We offer flexible bank holidays so at any time you can trade a bank holiday day off and in its place take off another day that fits better with your beliefs, values and celebration calendar.
  • Choose your laptop and any extra equipment you need to do your best work
  • Health cash plan through Simplyhealth
  • Personal Development Budget
  • Enhanced Family Friendly Policy
  • Workplace nursery - a salary sacrifice based childcare scheme
  • Childcare Vouchers
  • Pension Contribution
  • Discounts on our blooms!
  • Lunch & Learns
  • Bloom & Go Wild trips (once we’re able to again) - most recently we went to Paris!
  • When we’re in the office:Our lovely, light and spacious office is conveniently located close to Vauxhall and Oval stations in London. We have an informal, inclusive and scale-up culture and those who choose to come into the office, also benefit from:
  • Free snacks
  • Early finishes on Thursdays & Fridays to spend more time with each other
  • Beer, wine and soft drinks fridge
  • Season ticket loan (scheme currently frozen due to Covid-19)
  • Cycle to Work Scheme
  • We’re a social bunch and plan to re-start our regular company wide events as soon as we can! Previous ones have included in person Summer & Christmas parties, post peak celebrations and regular team lunches

In addition to our normal perks and benefits we’re supporting each other and maintaining our culture remotely through:

  • Twice weekly online yoga class and access to ClassPass workout content
  • Birthdays, anniversaries, and special occasions celebrated
  • Virtual Stand Up for weekly company updates, and Virtual Monthly Meeting to celebrate our successes and value nominations
  • Remote D&I lunch and learns
  • Wellbeing support through our online platform, Spill, which offers online therapy sessions.
  • New slack channels and ways of creating community remotely
  • Peak Treats to support our team during our busier times - earlier this year we sent out DIY meal kits from popular restaurants during Valentines & Mother’s Day and also collaborated with Graze to send out letterbox snacks to the team

We apply our five key values of delight, customer first, care, innovation and pride (find out more here), and look to reward those who are demonstrating them exceptionally in their day to day work.

Our Recruitment ProcessWe’re continuing to conduct the majority of our interview processes remotely via video. This will involve an initial chat with Elaina in our Talent Team, followed by an interview with Pauline, our CRM & Loyalty Manager. You’ll also meet with other members of the Retention Team, including a final stage interview with Amy, our VP for Digital.

Your application experience is important to us and we’re keen to adapt to make every interaction even better. We welcome feedback and would love to hear from you directly on how we can improve. If you have any suggestions please feel free to let us know.