CRM Transformation Specialist

4 weeks ago


Glasgow, Glasgow City, United Kingdom Phlo - Digital Pharmacy Full time
About the Role

We are seeking a highly skilled Customer Lifecycle Manager to join our marketing team at Phlo, a leading digital pharmacy service in the UK. As a key member of our team, you will play a crucial role in driving our CRM transformation programme and building engagement and retention strategies across the customer lifecycle.

Key Responsibilities
  • Lead the migration of our existing CRM system to a new platform and oversee the onboarding process across various teams and stakeholders.
  • Set up and manage our new CRM platform, ensuring seamless integration and technical dependencies.
  • Plan, execute, and optimize multi-channel engagement and retention campaigns to increase patient engagement and retention across the funnel.
  • Develop and manage intelligent campaigns to reduce patient churn and encourage reactivation.
  • Manage patient data pipelines, automations, and account maintenance, hygiene, and growth.
  • Use data analytics and customer insights to conduct advanced segmentation, personalize messaging, and optimize retention funnels and customer lifetime value (CLTV).
  • Drive innovation and experimentation, testing new ideas, channels, and strategies to engage patients and maximize LTV and reduce churn.
  • Cross-brand management, managing unique patient needs and communication strategies relative to the Phlo brand and offering.
  • Reporting, tracking performance against KPIs, building automated reporting within the CRM platform, and driving results relative to Phlo's growth and retention targets.
Requirements
  • Proven experience in managing or implementing CRM systems.
  • Experience in building customer activation, engagement, and retention strategies across the customer lifecycle.
  • Strong project management and communication skills, with the ability to manage multiple products and brands at once.
  • Data-driven and able to use data insights to inform product marketing strategies and tactics.
  • Results-oriented mindset, with a focus on driving revenue and achieving business growth objectives.
About Phlo

Phlo is building the next generation of healthcare services in the UK, with a focus on great engineering, great design, and great patient care. We operate on three strategic pillars and have recently been recognized as a 2023 Trailblazer by wired.com and HSBC UK for our commitment to innovation in the healthtech space and patient-centric approach.

We are an inclusive workplace that promotes and values diversity, where everyone can do their best work and be proud to belong. For more information about Phlo, visit www.wearephlo.com or check out our socials and Trustpilot reviews.



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