CRM Strategy & Planning Manager

Role: CRM Strategy & Planning Manager

Location: Leeds, (LS15) OR London (W1U) We operate a hybrid schedule, 2-3 days a week in the office

Salary: Up to £65,000 per annum DOE + up to a 10% annual bonus & our extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: Monday – Friday 37.5 hours per week. We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

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 1.8 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, and as a certified B Corp we also meet high standards of social and environmental responsibility. 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.

CRM Strategy & Planning Manager is responsible for shaping and evolving Pharmacy2U's customer engagement strategy across the entire customer lifecycle. Working closely with Customer, Clinical, Commercial, Product, Data and Marketing teams, the role will use customer insight, behavioural data and commercial objectives to identify opportunities that improve engagement, retention, loyalty and customer lifetime value. The role will lead the development of the CRM roadmap, ensuring customer communications and engagement activity are strategically planned, customer-centric and aligned to business growth objectives.

Why you’ll love working with us

We believe great people deserve great support. That’s why we offer a benefits package designed to look after your health, finances, career and life outside work.

Financial security & rewards

· Competitive contributory pension

· Occupational sick pay

· Long-service awards and refer-a-friend bonuses

· Professional registration fees covered (GPhC, NMC, CIPD and more)

· Cycle to Work and Green Car schemes (subject to eligibility)

Family-friendly

· Enhanced maternity and paternity pay

· Flexible hybrid working to help balance work and home life

Health & wellbeing

· Private healthcare insurance at discounted rates (Aviva)

· Employee Assistance Programme and in-house mental health support

· Access to discounted gym memberships via Blue Light Card and benefits schemes

· Regular health and wellbeing initiatives

Career growth

· Strong commitment to CPD, training and professional development

Time off & flexibility

· 25 days’ annual leave, increasing with service

· Buy and sell holiday scheme

Everyday perks & exclusive discounts

· Blue Light Card and employee discount platform

· Exclusive discounts at The Springs, Leeds

· 25% off health & beauty purchases

· 25% off Pharmacy2U Private Online Doctor services

Culture & community

· Regular social events throughout the year

What you’ll be doing?

· Develop and evolve the CRM and customer engagement strategy across the customer lifecycle.

· Identify opportunities to improve customer acquisition, engagement, retention and lifetime value.

· Build and maintain CRM roadmaps aligned to business and customer objectives.

· Use customer insight, behavioural data and performance trends to inform strategic recommendations.

· Define customer segments, lifecycle journeys and audience engagement approaches.

· Partner with Commercial, Product, Data, Digital and Customer teams to prioritise customer opportunities.

· Support the growth of the marketable customer database through owned and earned channels.

· Shape personalisation, customer experience and communication strategies across key customer touchpoints.

· Define success measures and evaluate the effectiveness of CRM and customer engagement initiatives.

· Present insights, recommendations and roadmap proposals to stakeholders and senior leaders.

· Champion customer-centric decision-making and best practice across the organisation.

· Support a culture of continuous improvement, experimentation and data-driven marketing.

Who are we looking for?

· Extensive experience in CRM, customer strategy or customer lifecycle management roles

· Proven experience developing customer engagement, retention and loyalty strategies that deliver measurable business outcomes

· Strong understanding of customer segmentation, lifecycle planning and customer journey optimisation

· Experience using customer insight and data to identify opportunities and shape strategic roadmaps

· Strong analytical skills with the ability to translate data into clear, actionable recommendations

· Deep understanding of CRM strategy, personalisation and customer lifetime value drivers

· Experience working with CRM and marketing automation platforms, such as Selligent, Acoustic or Microsoft Dynamics 365

· Skilled at building relationships and influencing stakeholders across Marketing, Product, Commercial, Data and Operational teams

· Commercially minded with experience developing business cases, strategic plans and growth initiatives

· Able to lead cross-functional projects and drive alignment through collaboration and influence

· Experience working within regulated environments, ideally healthcare, pharmacy or other customer-focused sectors

· Strong communication and presentation skills, with the ability to convey complex information to a range of audiences

Desirable

· Experience within healthcare, pharmacy or other highly regulated industries

· Knowledge of customer data platforms (CDPs), predictive modelling and advanced personalisation techniques

· Understanding of UK GDPR, PECR and customer marketing compliance requirements

· Degree in Marketing, Business, Data Analytics or a related discipline, or equivalent professional experience

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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