CRM & Customer Service Assistant (permanent)

MOTH CRM & CS Assistant

Start date: ASAP

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 and finish (between 4pm and 6pm) times.

At MOTH we're here for cocktails, company, and conversation. That's why we make the most delicious cocktails in a can - so that special mix can happen anywhere. Hands up - we're obsessive. Every sip delicious and distinguished. Our cocktails are classics, and our ingredients are second to none. At the same time - we're not snobbish. We don't talk in master mixologist lingo. We have no fancy bar or dress-code. And we believe in fair prices for great drinks. Because when you've got good friends and fine blends, what more do you need? Mix of total happiness. MOTH.

We are one of the fastest growing FMCG brands, re-writing the rules of RTD cocktails, and facing unprecedented growth. Our success is down to the work that our magic MOTHs do, we hire exceptional people to do exceptional things. Our team in the UK has grown to more than 50 people and we're not stopping there, we're looking for a superstar CRM & CS Assistant to join our team 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 that is driven by helping others and consistently improving customer experience. As a small team, this is an great opportunity to develop your current skills whilst also expanding them across CRM.

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 customer feedback and ideas for improvement.
• Complete weekly reports, proactively spotting patterns in customer communications, seeing where we can adapt our processes or product information to increase satisfaction.
• Drive conversions through the engagement of customers, suggestive selling, and sharing product knowledge.