Website Knoops
At Knoops, we’re turning chocolate lovers into chocolate drinkers.
In this role, you’ll be the guardian of our customer experience across our digital ecosystem (App, Website, Social and CRM). Your key objectives will be driving customer retention, engagement and frequency in our stores. You will ensure every digital touchpoint reflects our brand and delivers a seamless connected journey developed around the needs of our customers. This is a hands-on role with real impact, where you’ll shape the tools, strategies and campaigns that drive loyalty and growth.
Key Responsibilities:
- Exploration: Deliver and evolve our digital CX strategy, curating innovative experiences that inspire discovery & loyalty.
- Rituals: Own and enhance the digital customer journey, ensuring smooth, intuitive interactions that become part of our customers’ daily rituals.
- Tuned In: Listen to customer data and feedback, translating insights into actionable improvements across our App, ecommerce, CRM, delivery aggregators and loyalty program.
- Tastemakers: Champion creativity and innovation in organic / owned channel campaigns (Social, App & CRM) that drive a customer behavior change from being chocolate lovers to chocolate drinkers.
- Ensure brand consistency across all digital touch points.
- Collaborate with performance marketing, operations and finance to drive ecommerce conversion.
- Optimise website performance through SEO/AIO strategies and fresh content.
- Design and implement scalable CRM systems and loyalty programs.
- Oversee creation of assets for META, TikTok and Google campaigns, growing our Social Commerce (TikTok Shop).
- Manage agencies to deliver deadlines and KPIs.
- Be able to create and review CRM best practice (customer journeys, email copy & creative).
- Ensure compliance with GDPR, digital security and cyber security standards.
- Thrive in a fast-changing environment, helping us scale smartly.
About You
- Proven experience managing Apps, loyalty programs, CRM platforms and ecommerce websites.
- A customer-first mindset, you care about how things work, not just how they look.
- Familiarity with CMS tools, UX best practices and UI principles.
- Confidence with digital metrics (ROAS, CTR & CPA) and their impact on performance.
- Experience with marketing automation and CRM platforms.
- Skilled at working with agencies, designers and content teams.
- Strong organisational and project management skills.
- Calm, collaborative and resilient under pressure.
- An agile test-and-learn approach with a focus on performance and results.
Our Values in Action
- Exploration: You’ll champion discovery, curating digital journeys that surprise and delight.
- Rituals: You’ll celebrate the traditions of drinking chocolate by making digital interactions part of our customers’ routines.
- Tuned In: You’ll stay in service to our customers, listening and responding to their needs with empathy and precision.
- Tastemakers: You’ll innovate boldly, shaping campaigns and platforms that set trends in our category.
Why Join Us?
This is your chance to shape the digital future of a growing brand that lives and breathes drinking chocolate. At Knoops, you’ll work in a culture that values creativity, collaboration and continuous improvement, all while making every digital sip as memorable as the chocolate itself.