About First Mile
First Mile is a leading UK sustainability services provider and certified B Corp, delivering waste management and recycling solutions to more than 40,000 business customers nationwide. Operating across retail, hospitality, commercial offices and mixed-use estates, the business combines technology-enabled services with established recycling infrastructure to drive high recycling rates, transparent reporting and measurable environmental impact.
Backed by Warren Equity Partners, First Mile has ambitious plans for both organic and acquisitive growth and is actively pursuing opportunities to strengthen its market position through strategic acquisitions — including the recent addition of Greenzone Facilities Management to the Group. It's an exciting, fast-moving environment where our people play a central role in supporting growth, integration and delivering an exceptional service to our customers.
Role Purpose
The Marketing Executive supports the delivery of customer marketing activity that engages, retains and grows the value of First Mile's customer base. The role combines hands-on CRM and lifecycle marketing with day-to-day management of First Mile's organic social media channels and the creation and upkeep of content on thefirstmile.co.uk and the Customer Portal.
Customer Marketing is the role's primary focus, covering customer journeys, email campaigns and retention activity that reduce churn and drive revenue. The role also supports the Brand & Comms and Performance Marketing teams, helping to keep First Mile's channels active, accurate, on-brand and focused on commercial outcomes.
Internally, the Marketing Executive works across the wider Marketing team and with the Strategy, Customer Success and Customer Support teams, and contributes to the cross-functional Customer Experience group.
Key Responsibilities
Customer Marketing & Retention
· Build, maintain and optimise customer journeys that create value for customers, reduce churn and drive revenue, in line with the agreed customer marketing plan.
· Build and deliver customer email campaigns, including automated workflows and ad hoc sends, monitoring, reporting on and optimising performance.
· Support the monitoring and reporting of key retention metrics such as churn, rebuy revenue and order frequency, flagging risks and opportunities.
· Support the upsell and cross-sell of recycling products through onsite and Customer Portal campaigns.
Customer Insight & Experience
· Gather customer feedback and run customer surveys, collating findings to share with the business.
· Contribute to the cross-functional Customer Experience group alongside Customer Success, helping to improve customer touchpoints.
Social Media Management
· Manage First Mile's organic social media channels day to day, planning, scheduling and publishing content against an agreed content calendar.
· Amplify company news, campaigns, events and thought leadership in support of the Brand & Comms team.
· Monitor and respond to comments and messages, escalating customer queries to Customer Support where appropriate.
· Report monthly on social performance and recommend improvements.
Website Content
· Build and update pages and content on thefirstmile.co.uk through the website CMS, supporting requests from the Customer Marketing, Brand & Comms and Performance teams.
· Support the Performance team with landing pages, SEO-friendly copy and on-page updates that help conversion.
· Support the Brand & Comms team with news, blog posts and case studies.
· Keep website and Customer Portal content accurate, up to date and on-brand, including regular checks for broken links and outdated information.
Ways of Working & Compliance
· Manage own workload and prioritise requests across teams in line with agreed marketing priorities.
· Follow brand, GDPR and data governance guidelines across all activity.
· Keep up to date with best practice in CRM, social media and digital content, and share ideas with the team.
Key…