About the role:

We are seeking a digitally savvy Marketing Manager who will work alongside the Chief Marketing Officer to drive customer growth, conversion, and retention via PR, email marketing, affiliate, and social media for this fun, global luxury brand.

This role will require deep expertise in email campaign optimisation and customer database analysis. If successful, the Marketing Manager will meaningfully contribute to the growth of Meri Meri by driving new customer leads, increasing conversion of new customer leads and improving customer lifetime value through ongoing retention efforts.

In this role you are the key point of contact between all sales channels, the product team and creative services. You will understand who our customers are and create content and campaigns that consumers will view as engaging and value added.

Key Responsibilities

• Maintain the content marketing calendar and define content requirements in collaboration with the head of ecommerce, sales, digital marketing, content, PR, product and design.
• Scope, build, deploy, and measure multiple email campaigns, journeys and workflows in Klayvio across email and social media.
• Optimise email templates and campaigns based on repeated a/b testing and best practice.
• Create retention programmes, such as birthday club and VIP clubs.
• Recommend exciting new ways to reach and engage our base, developing test strategies around those opportunities.
• Manage affiliate platforms and content partnerships to drive profitable sales and attract the right customers.
• Support PR agency and drive influencer activity.
• Evaluate CRM and ESP platforms and configure the best solution for the business needs.
• Establish, report on, and improve KPIs for all campaigns.

Job Specific Competencies:

• Strong commercial acumen and knowledge of how CRM activity drives and affects the wider business.
• Proven ability to use analytics and run A/B tests to improve communications.
• Strong background in customer re-engagement and retention strategies.
• Copywriting experience essential.
• Technologically savvy and able to rapidly adapt to new tools and platforms.
• Ability to adapt to both strategic and hands-on requirements.
• Strong business acumen and able to focus on both creative innovation and commercial success.

Requirements:

• 2- 3 years running email marketing and social media campaigns for a premium brand or retail business.
• Experience constructing and running A/B test strategies, demonstrating incremental impact of CRM.
• Highly numerate and analytical, with experience working with databases, data analysis, segmentation, and email marketing platforms.
• Experience using at a technical CRM (such as Hubspot, Salesforce or Klayvio)
• Bachelor's degree in marketing, business, English, mathematics or other related

Culture:

• Creative
• Curious
• Collaborative
• Kind

This role is hybrid role with both home and office working. As a minimum, we will require the successful candidate to be in the Cheltenham office 3 days per week.

Please apply by sending your CV and covering letter to recruitment@merimeri.com. When applying please include “Marketing Manager” in the email subject line.

Only shortlisted candidates will be contacted, and you must be eligible to work in the UK.

We are looking for an enthusiastic and motivated Customer Service Representative to join our small but expanding team in Cheltenham, on initially a 6-month, fixed term contract with a view to this opportunity going permanent for the right candidate.

This is a role for someone who thrives in a fast-paced, growing organisation and is dedicated to supporting our customers whatever their question or query.

Responsibilities include but are not limited to the following:

• Provide an excellent customer experience for new and existing customers
• Effectively handle large volume of enquiries
• Process customer orders, providing a seamless and positive buying experience
• Maintain & update customer profiles ensuring data security objectives are met
• Support team members and facilitate collaboration in the workspace
• Represent Meri Meri with a positive can-do attitude 

Skills & Qualifications required:

• Previous customer service experience
• Excellent oral and written communication skills
• Proficient in programs including MS Office (Word, Excel)
• Excellent attention to detail 
• Be self-motivated and enthusiastic

Please apply by sending your CV and covering letter to recruitment@merimeri.com. When applying please include “Customer Service Representative” in the email subject line.

Only shortlisted candidates will be contacted, and you must be eligible to work in the UK.

The Role
We are seeking a Customer Service Manager to be based in our UK office who will bring best practice in managing and developing a team of Customer Service Representatives for wholesale and retail. As our direct-to-consumer business continues to grow 100% year on year, we seek a Customer Service Manager who really understands online customers and the processes needed to support those customer needs. This role is key to the growth of our company as such they will be reporting into the CEO with a dotted line to the Head of Customer Service based in the US.

About You
You like to dig in and roll up your sleeves and getting your hands dirty — especially when your team needs you during a crisis or high-volume time. You like asking questions to understand what's keeping your team from meeting or exceeding goals and accept it’s your job to identify and remove roadblocks so the team perform their best. You consider the role service has in the organization as a whole, and understand your team has a big role to play building great experiences that turn satisfied customers into brand advocates and promoters.

Key Responsibilities

• Lead the strategy for developing the retail customer service strategy and long-term organization plan for team growth.
• Managing retail and wholesale customer escalations.
• Enabling the service team to be customer-centric and provide an amazing experience, and doing so by keeping them accountable and removing roadblocks.
• Knowing the organization's products inside and out to step in on escalated customer issues that the team is unable to resolve.
• Measuring and reporting to other stakeholders regarding the efforts and successes of the customer service department.
• Continuing to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback.
• Providing insights from customer data to the marketing and sales departments in an effort to continue growing the organization and reducing churn.
  
  Requirements:
• 5+ years prior experience in a customer facing management role
• Knowledge of customer service programs and databases, and the ability to learn new software quickly (knowledge of NetSuite, gorgias and HubSpot a plus)
• Experience in retail/ecommerce B2C operations
• Excellent communication skills and the ability to anticipate the needs of customers
• Must demonstrate strong analytical thinking skills
• Strong problem solving skills and the ability to make sound judgement calls
• Superior organizational and time management skills
• Innovative, creative thinking skills to ensure the organization is providing a cutting edge client experience
• Remains calm under pressure
• Knowledge of data protection laws & GDPR
  
  Culture:
• Creative
• Curious
• Collaborative
• Kind
  
  Reporting to:
  CEO
  
  Location:
  UK based. Cheltenham – remote 2 days a week optional.
  
  Working Hours:
  Standard working hours are Monday to Friday 9am to 5pm plus occasional support to meet the requirements of your team and a business running 24/7 operations.
  
  
  Please apply by sending your CV and covering letter to recruitment@merimeri.com. When applying please include “Customer Service Manager” in the email subject line.
  
  Only shortlisted candidates will be contacted, and you must be eligible to work in the UK.