Senior CRM

20 hours ago

Support Centre Watford, United Kingdom Medivet Group Full time

Location: Hybrid (typically 2-3 days per week in Watford)

We're looking for a highly strategic, commercially minded, data-fluent and technically adept Senior CRM & Client Data Lead to join the Growth Team at Medivet. In this role you'll drive overarching transformation to our CRM tech stack, measurement, using customer insights to drive personalised customer experiences.

Reporting to the Head of Growth, you'll be responsible for delivering a smart, commercial, data-led multi-channel CRM strategy and programme that supports business growth, customer retention, and lifetime value.

What You'll Do

· Lead the end-to-end CRM strategy across always-on journeys, campaign activity and service-level communications

· Develop and optimise lifecycle journeys from onboarding, lapsed to reactivation—driving increased engagement, repeat visits and loyalty

· Collaborate with our agencies to lead strategic workshops and planning sessions, turning insight and strategy into clear, tangible CRM and Customer Base Data improvements delivered at pace.

· Coach, inspire and lead a dynamic CRM Team across tech stack, data, analytics, campaign and always on CRM activity – incubate talent and build into a high performing team. You will foster collaboration across data, digital, IT and Clinic and digital marketing to deliver joined up customer journeys

· Ensure customer data is accurate, structured, and actionable—supporting personalisation, targeting, and measurement at scale.

· Use Microsoft Dynamics and GA4 to monitor performance across engagement, revenue, retention and LTV metrics, delivering insightful reporting that demonstrates CRM's commercial impact and provides a clear feedback loop into campaign and aways on delivery.

· Collaborate with the Senior Digital Marketing Lead to align CRM with paid media and 1st-party data strategies for improved efficiency and performance.

What You'll Bring

· Significant proven experience in a senior CRM, lifecycle or retention marketing level role within a B2C, service/ subscription-led or multi-location environment

· Strong strategic experience in developing CRM programmes that improve engagement, repeat visits, reactivation and customer lifetime value

· Team leadership experience across CRM design, campaign, data and tech as this role will manage c4-5 direct reports

· Proven hands-on experience with Microsoft Dynamics CRM including campaign setup, automation, segmentation, and reporting

· Very proficient in GA4 and CRM KPIs (open/click rates, conversions, LTV, churn, revenue, frequency), tracking the market for Industry innovations and shifts/ trends within the channel.

· Skilled in customer segmentation and personalisation using behavioural, lifecycle and transactional data.

Why Medivet

Joining Medivet means becoming part of a nationwide community that puts care at the heart of everything we do. You'll work with a collaborative, people-first team where your expertise will be valued and your work will make a genuine impact on the lives of our colleagues and the animals they care for.

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