Want to challenge yourself at a high-growth startup AND make a difference in the world?
A bit about us:
Hi, we're Who Gives a Crap! We make eco-friendly toilet paper (as well as tissues and paper towels) and donate 50% of our profits to help build toilets for the 2.3 billion people in need.
We absolutely love doing good, but we're also exceptionally good at it. To date, we've donated over AUD$8.3 million to fund sanitation projects around the globe. We've grown quickly – selling directly to customers across three continents and establishing a strong B2B business that's expanding to the US market this year.
Our team is made up of over 80 amazing humans working out of Melbourne, Los Angeles, China, and Manila. We're working hard to reach our ambitious goals and diversify our product range to ensure we can have the greatest impact possible – both for the planet and its people. With your help, we're hoping to increase our annual donation 10-fold in the next couple of years and continue to make the most beautiful, eco-friendly goods around.
A bit about the role:
As a new role in our Growth Marketing Team, the CRM Marketing Associate will play a key role in our continued focus on growth and retention. Reporting to the Lifecycle and CRM Marketing Manager, you will build, launch, and analyze customer retention campaigns that help delight and retain our 600,000+ engaged customers. This role will be customer-centric, equally creative and data-driven, and completely instrumental in scaling growth for Who Gives a Crap across Australia, UK and the USA.
You will help inform and execute a strategic plan and use insights to provide recommendations that will optimize our email marketing and other lifecycle campaigns. You also will work cross-functionally with various teams to think of creative out-of-the-box ways to bring value to our customers and drive retention. 80% of this role will be managing the content operations of our email marketing channel, which includes supporting our eCommerce site, new B2B operations, new market development and new lead generation. The remaining 20% will be focused on customer analytics, personalization and special projects.
This is a unique opportunity to work in a high-growth startup while applying your skills to a meaningful cause (we donate 50% of our profits to charity). You'll also work within a collaborative team of experienced humans who care just as much about helping their teammates grow as they do about making a difference in the world. And... we get to make toilet jokes all day.
We're hiring this role for our Los Angeles office—however, we're all working in a remote setting until at least January 2021.
If you worked here this past month here are some things you might have been involved in:
- Created and launched all of our email (blast) campaigns: from initiating new emails and helping to inform the creative process, to building, QA-ing and deploying.
- Owned the execution of new transactional emails, lifecycle emails and automation, as well as maintained and optimized the existing channel assets.
- Maintained and improved weekly & monthly dashboards to monitor, analyze and identify trends in campaign and channel performance.
- Benchmarked email campaign performance against key metrics to identify growth areas, shared meaningful insights and recommended next steps with cross-functional teams.
- Shared recommendations to help grow our email program content and thoughts outside of the box with our Creative team to come up with new test ideas for Growth. (We do some pretty cool brainstorming sessions).
- Coordinated cross-functionally with Creative, Logistics, Social, Customer Happiness & Insights, Digital Product and Operations teams to understand the pain-points in the customer journey to continually deliver a delightful user experience.
- Worked in tandem with the Lifecycle Marketing Manager to help inform the customer segmentation and personalization strategy.
- Uploaded a bunch of stuff that inspires you on our Slack #inspiration channel.
- Owned and managed prospect databases, and constantly explored new methods for list growth across our D2C websites, B2B portals and our blog.
- Ensured compliance with spam and privacy laws in various regions.
Let's Talk About You
You're an email geek!
You love designing, scaling, managing and implementing highly complex email journeys. You keep yourself up to speed on email best practice: list cleaning, email size, cadence, A/B testing, QA, and of course – design trends. You have working knowledge of an email or CRM platform for template building, segmentation, email send automation and email campaign management, as well as working knowledge of HTML/CSS.
You get excited by data
You're able to digest quantitative metrics and translate them into meaningful recommendations internally to the Growth Team and cross-functionally across the business. You're always after discovering customer insights, would be excited jumping into a spreadsheet and aren't afraid of big data sets! "=Index(Match" is tattooed on your leg next to 'I heart Mom'. You love a good A/B test. You know how to test well and often.
You live the customer journey
You're curious and passionate about delivering the optimal customer experience, exhibit deep empathy and think through the entire user experience of a campaign. You genuinely strive to cultivate a meaningful relationship for our customers and not just send emails for $. When it comes to solving problems for customers, you are creative in all the ways and take delight in every detail. You are constantly looking for ways to make emails just a little more special for customers.
You're all over the detail
Your obsessive attention to detail allows you to execute campaigns from ideation to purchase. You're hands-on, design-friendly and can jump in the creative workflow. Wireframes? Mock-ups? Not a problem.
You communicate like a boss
You can write killer, informative and data-driven briefs and have them make sense for a varied audience (think designers, copy writers, team leads... not just your manager). You have a proven track record of balancing a direct response centric approach, whilst adhering to brand guidelines.
You heart feedback
You welcome getting tips, tricks and feedback on your work from your peers, not just within the Growth team, but cross functionally too. You understand that diversity in thinking makes work better and some people make really valid points. That's not to say you have to take eeeeeeverything on board. You know how to filter and have the confidence and communication skills to explain your thought process.
You give a crap
Yep. We're all here because we genuinely want to make the world a better place with our work, and we want you to want that too! Awwww.
Why you should work with us
Every minute you spend working with us, you're making a difference. The more we grow, the bigger an impact we'll have. Sell your soul no longer! We think that's a pretty great perk, but we don't stop there…
If you have a great idea, we'll do everything we can to make it happen. This is the kind of role that will be hard to find anywhere else: you'll work with an incredible bunch of passionate people to grow a fast-paced startup at a crucial point in its trajectory.
The job is also super flexible, something we're working hard to hold onto even as we grow really quickly. We started the business remotely, and now have hubs in 4 cities around the world. Until the WFH "new normal" took effect, the LA creative team spent three days in our Downtown office, and two days working from home. We plan to pick this schedule back up once it's safe to do so! And while we don't have a Friday drinks cart (yet), you will get free toilet paper. A lot of it. And nothing beats that.
Lastly, you get to say the word 'crap' more than in any other job. Guaranteed.
This depends on your experience but just because we're a social enterprise doesn't mean you'll get paid peanuts. Think chocolate covered macadamia nuts with some extra perks thrown in. In other words, we pay competitively and are determined to make this the best job you'll ever have – you won't ever want to leave!
Who Gives A Crap also provides 4 weeks paid annual vacation (yay!), flexibility to take extra unpaid leave, private health insurance coverage, generous maternity/paternity leave and a whole lot of other stuff – like, for example, working from Bali for a month.