Ecommerce Customer Relationship Management

3 weeks ago

Wellington, New Zealand Antipodes Wellness Ltd Full time

About us: We are New Zealand's leading natural skincare business, based near Wellington's Cuba Quarter.
We export to 20+ markets from our award-winning design HQ.
Our dynamic team is dedicated to pushing boundaries and achieving remarkable results.
As we expand our direct-to-consumer (D2C) operations, we're looking for an experienced ecommerce CRM Executive to help us deliver a world-class customer experience.
Join our D2C team and play a crucial new role in enhancing customer engagement and retention across our markets, including New Zealand, Australia, the UK, and France.
You'll become an information hub for all things Antipodes, creating community focussed proactive solutions across our digital platforms.
We're a dog-friendly, snack-abundant, coffee-loving bunch – and we can't wait to hear from you.
What you'll do: As our CRM Executive, you'll be the heartbeat of our customer experience strategy.
You'll work collaboratively with various departments – from communications to production and logistics – to ensure our customers feel valued and understood.
Your responsibilities will include: Customer support & retention: Manage customer enquiries through our inbox, chatbot and social media, ensuring swift and effective resolutions.
Develop retention strategies to keep our loyal customers happy and encourage repeat purchases.Email marketing: Collaborate with our Ecommerce team and Communications Lead to optimise email campaigns for maximum engagement, tailoring and testing content for different markets.Review generation: Craft and implement strategies that encourage customers to leave reviews, boosting our online presence and credibility.Customer insights: Strive to define our customers by each of our four markets with a high level of detail.
By region, we want to know exactly who our customers are and what drives them.
You'll conduct surveys, focus groups, and in-vivo trials to gather feedback, analyse data, and drive actionable improvements.Database management: Mine and segment our customer database to identify trends and opportunities for personalised marketing initiatives.What we're looking for We seek an enthusiastic and adaptable team player with a passion for skincare and a commitment to delivering exceptional customer experiences.
We need an individual who will bring strong experience and can hit the ground running.
Ideally, you'll have: A qualification in Marketing, Communications, Business, or a related field.5+ years of work experience, preferably in a fast-paced environment.Solid ecommerce customer service experience.Strong analytical skills and proficiency in CRM software and email marketing platforms.Excellent written and verbal communication skills, with an ability to craft and edit compelling copy.A desire to build a long-term career in the skincare industry and a willingness to adapt in a dynamic setting.An understanding of risk identification, mitigation and logistics is ideal.While speaking and writing in French is not required, it would certainly be a plusThis is a full-time role, based onsite Monday-Friday from our Wellington HQ.
Why join us?
At Antipodes, you'll be part of a supportive and innovative team dedicated to sustainability and customer satisfaction.
We offer a fantastic environment for growth within the skincare and beauty industry.
You'll receive an in-depth induction to ensure you feel confident with the brand and receive the support and tools you need to thrive in this role.
If you're a people-person excited about creating exceptional customer experiences and want to join a brand during a period of massive growth, we'd love to hear from you
Visit our website:

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