About Pact Coffee
At Pact Coffee, we’re obsessed with incredible coffee. We believe every cup should be bursting with flavour, sourced with care, and effortlessly convenient. We work with the world’s finest farmers to bring outstanding speciality coffee to UK consumers at a fair price, whilst improving lives and safeguarding farmers’ futures at origin.
As a proud B Corp, we’re committed to doing business the right way - championing fair pay for farmers, sustainable sourcing, and a transparent supply chain. Collaboration is at the heart of everything we do, from working closely with producers to constantly improving how we bring quality coffee to our customers. If you share our passion for exceptional coffee and want to make a real impact, we want to hear from you.
The Role
We’re looking for a customer-obsessed, data-driven CRM Manager to take the reins on our email, SMS, direct mail, and owned CRM channels. You’ll be responsible for making sure our customers get the right message at the right time - whether it’s a warm welcome, a tempting offer, or a perfectly timed nudge to try something new.
You’ll be at the heart of our Growth Team, leading our CRM strategy and making sure every interaction with Pact feels personal, valuable, and utterly unignorable. If you love digging into data, crafting compelling campaigns, and testing ideas to find what really works, this role is for you.
What You'll Be Doing
- Owning & shaping our CRM strategy - building and optimising lifecycle marketing campaigns that drive engagement, retention, and revenue
- Creating and optimising automated lifecycle campaigns (email, SMS, direct mail) to improve conversion, increase loyalty and repeat rates, and reduce churn.
- Segmenting our customer base to deliver more relevant, engaging communications (goodbye, one-size-fits-all!).
- Testing, testing, testing - optimising everything from subject lines to send times.
- Collaborating with Growth, Brand, Product and Data teams to deliver against shared goals and maximise the impact of CRM activity alongside wider marketing efforts.
- Owning and reporting on key CRM metrics like click-through rates, conversion rates and customer lifetime value, and adjusting strategies to drive improvement.
- Exploring new tools and innovations to keep Pact ahead of the game in customer engagement.
We're looking for:
- A proven track record of leading in a CRM or lifecycle marketing role, ideally in D2C, eCommerce, or subscription-based businesses.
- A love for data and insights - you know how to interrogate data and track, test, and tweak campaigns for maximum impact.
- Proficiency with CRM and automation tools (Bonus points if you’ve used Ometria!).
- A customer-first mindset - you’re all about adding value, not just selling.
- A creative approach - you know how to make an email feel like a treat, not a chore.
- A strategic thinker and doer - you’re equally happy building the big-picture CRM roadmap and getting stuck into the nitty-gritty of execution.
Salary bracket: £45,000-50,000
Our Head office is in Bermondsey, but we offer a hybrid, flexible working environment. We have an energetic, collaborative approach to work, supportive leadership team, and our perks are great.
Here are some of the perks we currently offer:
- 23 days holiday (increasing annually up to 27 days) plus 3 days extra between Christmas & New Year
- Hybrid working model (our office days are every Tuesday and Wednesday)
- Flexitime (with core hours of 10-4)
- Monthly at-home coffee allowance
Application deadline: 23:59pm 23.03.2025
