CRM Manager, Hawkstone

The Role

Hawkstone is an exciting, dynamic start up that was recently recognised as one of the fastest growing businesses in the UK by The Times. They are on a mission to bring premium beer and cider from the Cotswolds to UK consumers (and hopefully beyond). They are rapidly expanding their product range, brand recognition and customer base.

T&Pm has been working with Hawkstone for over a year with a dedicated team working across all of their marketing functions and we are looking to expand this team - that’s where you come in!

We need an experienced CRM Manager to help drive value across all stages of the customer lifecycle, for both our D2C and trade (e.g, pubs) customers. Key objectives will be increasing opportunities to capture 1st party data, driving first purchase, driving subscription membership, delivering automation and personalisation across all customer touchpoints. These objectives will ultimately drive higher retention and loyalty.

The marketing team is based in London, while the Hawkstone HQ is in the Cotswolds. You’ll be working with a small dynamic team of entrepreneurially minded individuals - including a marketing Platform Product Manager (Klaviyo), a Customer Data Manager and a passionate email creative team - and have access to experienced data analysts.

You’ll have a lot of autonomy and ownership of the end to end campaign development process, as well as the opportunity to contribute to the strategy for product merchandising, proposition, content calendars and customer lifecycle programmes.

Key Responsibilities

• Own the content and targeting plan for BAU campaigns

• Input into the CRM strategy (including consumer and trade)

• Design and implement customer lifecycle and loyalty programmes, with a focus on leveraging 1st party data and customer segmentation

• Implement best practice across our CRM processes

• Deliver personalised email campaigns by using dynamic content blocks

• Set up automated email flows across key customer journey touchpoints

• Develop measurement frameworks to assess CRM performance

• Coordinate with product and supply teams, and be prepared to support a great customer experience in the face of unexpected stock management dynamics

• Design and implement optimisation plans and AB tests with clear success criteria

Skills and Experience

• Experience in a CRM campaign manager role for a consumer brand, ideally in FMCG (especially alcohol) and/or high growth start ups

• Data and results-driven individual

• Drive to learn new things daily

• Eagerness to grow

• High attention to detail and accuracy

• Excellent communication skills, both written and verbal, with the ability to articulate reporting to stakeholders of all levels

• Comfortable working in the fast-paced nature of a start-up alcohol brand, including the ability to work flexibly, and at times under pressure, to meet deadlines and priorities