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Join our team: Ecommerce & CRM Marketing Manager

Posted: 23.09.22

We are looking for a Ecommerce & CRM Marketing Manager to join our growing team!
tom raffield workshop team

Job Title: Ecommerce & CRM Marketing Manager

Reporting to: Head of Marketing & Sales

Salary: DOE

Working pattern: This is a permanent full time role based at our design studio in Falmouth, Cornwall. Monday-Friday, 8am-4:30pm with flexible working culture. At present we do not work weekends or bank holidays unless business demands it.


About Us...

Established in 2008, Tom Raffield design and make a range of contemporary, sustainably made furniture and lighting that is beautiful in form and practical in function. Each Tom Raffield product is handcrafted by a skilled set of craftspeople and individually finished with the care and attention of a fine piece of art. With an omni-channel sales model, the business has built and continues to build a fantastic reputation within a luxury market.


What you'll be doing...

We are a collective of talented individuals managing the media & marketing strategy, reporting, modelling & analytics, tools & systems to attract customers to our unique brand and range of sustainable homeware via our website, www.tomraffield.com. We are looking for a driven Ecommerce & CRM Manager with strong retail, digital marketing and web development experience to join our Falmouth studio and lead our online sales platform. This is a really exciting time to join our brand as we continue through our growth journey.


About you...

We are looking for a confident, self-driven and enthusiastic team member with a can-do attitude. You will have experience within a fast paced brand, ideally luxury retail. To ensure the efficient and effective day-to-day operational management of tomraffield.com, online sales channel processes and customer database, with a focus on delivering maximum sales & profit. Organisation and numerical skills are paramount to this role, alongside excellent communication skills (written and verbal), with a professional and personable character. The candidate will be able to work well under pressure, through good time management, prioritising workloads with accuracy. Above all else, have a positive hardworking attitude and commitment to the challenge of working for an exciting young business. The Tom Raffield team are passionate about maintaining a fun, social working environment and are looking forward to welcoming the right person to our small yet ambitious team.


Your key responsibilities...

As the Ecommerce & CRM Manager you will be responsible for the following:

  • Support the Head of Marketing & Sales to help execute the marketing strategy, partnering with our freelance web developer and manage end-to-end our website performance, customer relations/experience and email delivery. 
  • Coordinate internal and external teams to ensure the brand’s growth across our Direct Channel KPIs are hitting our strategic sales and customer goals. 
  • Ownership of the online platform (Shopify), partner apps, Google and Microsoft feeds to ensure performance is consistently high, from loading speeds to shipping scenarios and payment solutions for example. 
  • CRM management duties include ownership of customer database, looking for ways to better understand our customers' needs, behaviour and desires, in order to help Tom Raffield Ltd deliver an excellent service, product range and drive sales. 
  • The ambassador for customer experience and journey, working closely with wider marketing team and external developer to create the best-in-class online brand experience. 
  • Ownership of customer engagement and feedback via customer surveys. 
  • Execute and report on the email marketing plan using our email platform (Klaviyo) with support of wider team members.  
  • Brief internal and external teams, monitor alignment between channels, coordinate the budgets, conversion and repeat customer rates.  
  • Work with key internal and external members to drive sales through SEO (keyword, image optimisation etc.), affiliates and email. 
  • Proactively identify opportunities to drive engagement, conversion and sales growth including website optimisation, product performance and audiences.  
  • Follow the marketing plan to organise and execute online events, product launches, customer campaigns and loyalty schemes. 
  • Own and maintain the online product catalogue for tomraffield.com, google shopping and feeds to social channels. Make sure the site is merchandised to standard aligned with marketing plan and key messages. 
  • Track, analyse and report on performance across all KPIs and make strategic optimisations to achieve strategic targets. Work with key internal and external members to drive sales through SEO (keyword, image optimization etc.), affiliates and email. 
  • Deliver weekly and monthly sales reporting, taking the lead for section of the marketing and sales meetings. 
  • Be a key member of the wider marketing team, working closely to deliver our over-arching strategy, marketing plan and key messages. Ensuring all marketing campaigns are joined up and cohesive. 
  • Identify ways to improve and streamline our current internal marketing processes and taking ownership to drive successful ecommerce projects. 
  • Work in a fast-paced work environment and have the ability to work with various internal and external stakeholders. 

Your skills and experience

  • Must have broad ecommerce management and digital marketing experience (3+years) within a premium lifestyle brand.  
  • Be able to demonstrate advanced I.T skills (preferably Shopify, Klaviyo, Google and Meta Shopping). 
  • Experience across all channels from performance marketing to CRM and conversion. 
  • Deep understanding of the luxury and eco-conscious customer and how to offer innovative consumer experience. 
  • You must be an excellent communicator (written & verbal), have strong SEO, CRM, presentation, people management, cross functional and department management skills. 
  • Ability to build relationships and collaborate with 3rd party suppliers eg Web Dev. Strong grasp of UX and conversion rate optimisation.  
  • Tracking of budgets including raising and tracking POs, performance and optimisation. 
  • Strong experience in Google Analytics and/or analytics in general. 
  • Experience in partnering with various internal teams and external suppliers and in demonstrating critical thinking, attention to detail and negotiation skills. 

This list is by no means exhaustive but outlines the requirements on a day-to-day basis, and therefore, there will be additional responsibilities to ensure both logistics and packing provide operational efficiency always. 


So, what's in it for you?

  • A permanent, full time role in a friendly, fun and driven workforce. 
  • We’ll support your ongoing professional development with bespoke learning initiatives and training opportunities. 
  • We offer career progression…as we grow, you grow. 
  • Being part of an ambitious and dynamic team, so you get the chance to be part of and mould our work culture too. 
  • We support you saving for your future, so you are automatically signed up to our company pension scheme, after your three-month probationary period. 
  • Access to reduced prices across our fantastic product range. 
  • We provide healthy breakfast and snack options. 
  • Regular social events including summer and Christmas parties as well as occasional full team activities and catered lunches. 

We will require evidence of your Right to Work in the UK, for more information please visit https://www.gov.uk/check-job-applicant-right-to-work.

To apply, please send your CV with covering letter supporting why you are the perfect fit to join our Tom Raffield team to people@tomraffield.com by 5th September 2022.

COVID-19 considerations:  We will be conducting our initial interviews via Microsoft Teams. This software has a free downloadable app, which can be used on most digital devices.

The company is committed to training and supporting employees. Employees will receive training for all areas included in their job description to ensure that they are capable, and feel confident, of performing both main and secondary responsibilities. In addition, it is the employee’s responsibility to alert the Heads of Departments and colleagues to areas where they feel they require more training or need the support of another member of the team, to undertake a specific task that may be new, or more challenging, for them.

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