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Customer Relationship Manager - London

Planet Organic
Westbourne Grove, London
Depending on Experience
Closing date
22 Dec 2020

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Financial & Support jobs, Assistant Manager, Customer Service, Senior Management (Admin)
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Job Details

Customer Relationship Manager - London

  • Reports to: Customer Director
  • Location: Westbourne Grove, W2
  • Direct reports: managing agencies
  • Hours: Full time 40 hours (fully flexible)

Overview of the role:

Over the next 4 years, Planet Organic are planning to invest in improved customer experiences and digital. Already identified are several initiatives including:

  • Improved online shopping experiences to double the size of the ecommerce business
  • Introduce digital ordering for food to go
  • Introduce contactless checkout
  • Improve customer service
  • Improve loyalty, insight & CRM

This role will lead on Customer Relationship Management. This is an exciting role and we are looking to hire someone who can be a part of designing and implementing the future digital capability. The role will report directly to the Customer Director.

Principal Accountabilities

Customer Relationship Management

  • Design and run the Planet Organic Loyalty Scheme including loyalty strategy, loyalty management, partnerships, promotions & discounts
  • Define different customer segments that shop in Planet Organic, their needs, and how we meet them
  • Develop and maintain our marketing channel strategy; which marketing channels (e.g. email, social) we use for what purpose and which customers we target
  • Manage customer discounts including assessing return on investment of current discounts and making sure we invest in customer groups where we get the strongest return

Continuous improvement

  • Work with Continuous Improvement Manager and the rest of the customer & digital team to:
  • Identify key areas for improving sales (e.g. conversion, average order value)
  • Improve return on investment in marketing spend
  • Develop channel strategy for marketing
  • Identify areas where we can improve customer insight

Commercial Acumen

  • Understand full customer KPIs and how they can be improved across the business
  • Manage and identify improvements in key commercial levers


  • Defining required capabilities and executing day to day
  • Managing multiple agencies to deliver day to day activities
  • Working across the PO organisation to ensure consistency of offer and communications for customers e.g. marketing manager, buying team
  • Completion of any relevant performance reviews
  • Working collaboratively with HR on any issues

Systems & Procedures

  • Regular assessment of digital capabilities, how it works for customers, how we can solve any challenges and how we can improve things for customers and internally
  • Working with the Customer Director to agree a prioritised roadmap and deliver improvements

Person specification

  • Experience in customer relationship management, loyalty scheme and / or customer insight
  • Managing multiple digital agencies and tools as well as interaction with development teams
  • Highly analytical and curious
  • Confidence with IT systems
  • Ability to build new relationships with service providers
  • Excellent interpersonal skills
  • Experience building new capabilities preferable
  • Knowledge of organic food is advantageous


When Planet Organic opened its doors in 1995, it was Renée Elliott's dream to offer the best and widest range of organic foods available, and her mission to promote health in the community and to bring a sense of discovery and adventure into food shopping.

Fast forward to 2018 and we currently have 7 stores in London with over 300 employees.

The simple truth is that foods should be natural and wholesome. We advocate that food be authentic and ethical, freshly prepared and tasty – not a mere convenience.  We believe in ethical and sustainable farming and place great emphasis on the provenance of all our products. .   At Planet Organic you’ll find nutritious, seasonal and organic food with the goodness intact. You’ll find wide ranges of natural health foods suitable for all speciality diets, as well as a ground-breaking raw foods range.

We hope that you find inspiration, excitement and good health from the food you eat and learn, like us, that to eat well is to live better.

Contact Us
  • 42 Westbourne Grove
  • London
  • W2 5SH
  • GB
  • 02072217171
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