CRM EXECUTIVE - Digital Marketing / Community Management

Since launching in 2014 with the creation of the first shelf-stable cold brew, Minor Figures has focused on creating innovative, plant-based products for a more delicious future. 

Our signature Barista Oat range can be found on the bar at over 10,000 independent coffee shops around the world and our full lineup of products can be found in thousands of stores across 4 continents. Minor Figures has been B Corp Certified since 2022.

We have big plans for the future of MF. As we continue to grow at a rapid pace, we want to welcome curious, free-spirited, bold thinkers to help us continue to create and evolve. We value individuality and a team made up of people who bring a diverse range of experiences and perspectives to the table. If you share our love for the unexpected and you want every day you spend at work to be a chance to flex your creativity and test-drive your maddest ideas, we’d love to hear from you. 

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/WHATSAPP

SECONDARY FOCUS: DTC CRM - EDM/SMS/WHATSAPP + SOCIALS

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

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.

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.  

• Wants 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

• 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

We realise that a job is more than just the take home salary each month. So what are you really getting?

As part of the MF team, not only will you have the opportunity to own your role and make it, you and us a success, you’ll also be becoming part of something very special. Minor Figures’ ethos is that everyone is welcome, as long as you leave all hang-ups, social barriers and prejudices at the door.

And, as part of the Minor Figures team, you’ll have the opportunity to invest in the business, with the option to buy shares in the company at an agreed price. Having skin in the game and really contributing to our success. Because it’s you and us all that do make this all happen.

• 25 days of annual leave + bank holidays. Up to 5 days annual leave rollover to the following year
• 1 additional day off to protest, volunteer, attend a demonstration
• EquipsMe Health Insurance
• Free membership for you and your family on the ‘Calm’ app
• Parental Leave Policy
• Pension scheme NEST
• Everyone has options for shares in the company
• Plenty of coffee and oat m*lk! YAY!
• Vegan lunch when you are in the office
• Staff discount 30% off on all orders 
• Cycle to work scheme
• Parking permit available with HR

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.

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.