Our Ways of Working Principles:

We believe that most of us do our best work when we work together, but we know that everyone works in different ways, and quite frankly, has other commitments and responsibilities outside of work.

As we further adjust to hybrid working, we want to take what we've learnt from working remotely and keep the flexibility that's enabled us to thrive and keep driving our business forward.

We have some core principles which support us in this:

Do what’s right

Trust & give permission

Delivery matters

We understand ways of working can look different based on your role, team and you as an individual so we are here to support and discuss this with you during the interview process.

We’re looking for a technical, user centric (CRM)professional to join the Moonpig & Greetz Customer Growth team. This person will lead on three key projects to set us up for growth in the new year:

Improve Moonpig & Greetz transactional messages

Improve the collection and application of customer feedback through CRM strategies

CRM harmonisation across brands (Moonpig & Greetz) and markets (UK, NL, IE, US, AUS).

This role may suit individuals with diverse career backgrounds who possess a solid understanding of HTML, CRM systems, and customer feedback management.

What you’ll be doing:

You will play an important role in driving customer retention and improve our customer experience through our (service led) CRM strategies. This role is a new one in the team working across 3 bigger topics within CRM/Research. Your biggest focus will be making sure our service and transactional messages are best in class, working closely together with stakeholders across Marketing, Product, Design, CS and Research on improving these across brands and systems. You will play a key role in bringing Greetz and Moonpig brands closer together to scale for growth.

Next to the bigger CRM projects you will work closely together with the Sr. Research Manager, taking ownership of our NPS, reviews and research CRM flows, making sure we capture and action feedback in the best way possible.

Your mission:

Best in class service messages and customer feedback reviews that assist our customers to remember and celebrate key moments in their loved ones’ lives, ultimately driving strong customer retention and loyalty.

Key responsibilities

CRM Service & Transactional Messages:

Maintain a clear overview of service content, capabilities, and owners.

Transform feedback and analytical insights into actions to enhance the customer experience.

Understand and work with coding & HTML templates; create and adjust as needed.

Customer Feedback - NPS & Reviews:

Oversee the collection of customer feedback through CRM channels.

Increase response rates and implement CRM workflow initiatives to improve scores.

Establish processes to address poor customer experiences and learn from them.

Serve as the CRM point of contact for the research team, supporting segmentation, survey design, and performance monitoring.

CRM Project Management:

Lead CRM harmonisation efforts to align Greetz and Moonpig brands, setting the stage for future growth.

Additional Information

About you:

You are highly organised, with great attention to detail and have a solid understanding and background in managing and working in different CRM systems. You are confident in HTML and always make sure your work is tested and best in class before released.

Next to your killer HTML skills you understand customer needs and you have interest in research and (actioning) customer feedback. You are a problem solver, that takes initiative and is not afraid to lead in projects owing to your excellent time management and prioritisation.

Want to hear more?

Find out more about Moonpig Group and what it has to offer

here!

Moonpig’s Commitment to Equality, Diversity and Inclusivity

At Moonpig Group, we’re committed to creating an inclusive and caring culture with brilliant people who feel a real sense of belonging. We welcome and celebrate all diverse backgrounds to Moonpig Group, from working parents who need flexibility with their hours to individuals who are neurodiverse and prefer to work a certain way.

We’re proud to have several employee-led committees within our organisation, including the LGBTQ+, Gender Balance, Neurodiversity and our EMBRACE (Educating Myself for Better Racial Awareness and Cultural Enrichment) Committees.

We’ll continue to push for diversity and that sense of belonging so that all Moonpig Group employees feel safe and comfortable to be their true authentic self at work.

Moonpig

CRM Project Manager