CRM Manager

4 weeks ago

Leeds UK, West Yorkshire, United Kingdom Pharmacy2U Ltd Full time

Role: CRM Manager

Location: Leeds (LS15) / Perivale (UB6) (with hybrid working after completion of training)

Salary: Up to £55k per annum DOE, plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: 40 hours pw, Monday to Friday


Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.4 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open, and honest working environment for all.

This role is to create and execute the CRM plan which meets both our customer and commercial targets, delivered accurately and to schedule. This role plays a significant part in ensuring we deliver a world-class customer experience, increased customer lifetime value and maximises upsell and cross-sell opportunities through various customer touchpoints and communications channels. If you thrive on working in a busy environment and like to get your sleeves up and hit the ground running this could be the role for you.


What’s in it for you?

Occupational sick pay

Enhanced maternity and paternity pay

Contributory pension

Discounted insurance (Aviva)

Employee discount site

Discounted gyms (via our blue light card and benefits schemes)

Employee assistance programme

In-house mental health support

Free onsite parking

Health and wellbeing initiatives

Social events throughout the year

Cycle to work scheme

Green car scheme

Registration fees paid (GPhC, NMC, CIPD etc)

Long service bonus

Refer a friend bonus

Blue light card

Hybrid working

Commitment to CPD/training

25 days annual leave increasing with service

Annual leave buy and sell scheme

Discounts & Exclusive offers at The Springs, Leeds

25% Discount & health & beauty purchases


What you’ll be doing?

Lead the end-to-end execution of our CRM communications plan across email, SMS, and push channels - from building a macro-delivery plan with the CRM team, to briefing, sign off, deployment and hypercare

Lead the creative development of CRM communications, collaborating with the design team to ensure high quality, engaging output

Manage and develop customer onboarding, retention, loyalty, cross-sell, and upsell flows through our CRM system to enhance the customer experience

Continuously review and improve these processes to ensure high accuracy of targeting & execution

Drive a continuous optimisation programme through testing for both campaign and transactional CRM programmes

Manage data integrity, resolve technical data issues, and assess data impacts of new marketing projects Collaborate with IT to implement recommended solutions

Maximise customer review volumes and quality using platforms such as Feefo, Trustpilot, Google Business, Facebook

Collaborate with partners and suppliers to deliver bespoke campaigns and experiences to targeted groups in our customer base

Ensure consistent growth of the customer marketing database and propose new initiatives to increase sign-ups

Manage communications and technical developments within our ESP

Conduct customer insight and research through surveys, focus groups, and other methods


Who are we looking for?

A Level or degree or equivalent in a related field desirable

Extensive, demonstrable experience within CRM, developing & delivering multi-channel data-driven campaigns using marketing automation tools with a strong commercial mindset, constantly focussing on delivering value to customers

Experience of working in a highly complex, dynamic, and pressured environment, delivering targets to tight deadlines with high levels of accuracy

Experience with process mapping, management, and adherence

Experience working with a customer review platform such as Trust Pilot or Feefo

Experience of working in a team and with Marketing / Commercial / Technical teams / 3rd Party Providers

Excellent project management skills with the ability to plan, prioritise and deliver a high volume of quality work to tight deadlines

Process driven, with proven ability implementing and improving operational processes

Flexible team player, can-do attitude, highly motivated and confident

Ability to work with, manage & develop a team of CRM Executives

Strong understanding of best practice email design, GDPR and e-privacy legislation is essential

Ability to influence and negotiate all stakeholders

A good understanding of data structures within CRM, a technical mindset, and analytical skills with ability to navigate through complexity & ambiguity


What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.

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