CRM & Lifecycle Lead

Fox Group International; Daresbury; On-site; GBP 55,000 - 75,000; Full time

Job summary

Fox Group International is seeking a CRM & Lifecycle Lead to own the customer lifecycle strategy across Fox Pharma and MedFx. You will combine strategic planning with hands-on delivery, using segmentation, personalisation and automated journeys to improve conversion, retention and customer value, driving repeat purchasing and cross-sell opportunities.

The role involves delivering a prioritised CRM roadmap, building automated journeys for onboarding to reactivation, planning email campaigns and

Qualifications

• Proven experience in CRM, lifecycle or retention marketing within an ecommerce environment.
• Hands-on experience building email campaigns and automated customer journeys.
• Strong understanding of segmentation, personalisation, behavioural triggers and customer value.
• Confident using CRM platforms, reporting tools and performance data to identify opportunities.
• Working knowledge of consent, data governance and email deliverability.
• Ability to combine strategic ownership with detailed, accurate execution.
• Strong communication, organisation and cross-functional stakeholder management skills.

Responsibilities

• Develop and deliver a prioritised CRM roadmap aligned with commercial targets and customer needs.
• Identify opportunities to improve the customer journey from registration to purchase, retention and advocacy.
• Build and optimise automated journeys covering onboarding, first purchase, repeat orders, replenishment, abandonment and reactivation.
• Develop cross-sell journeys that increase multi-brand purchasing across Fox Pharma and MedFx.
• Plan, build, test and deliver email campaigns supporting launches, education and promotions.
• Manage the CRM calendar with precise targeting and personalisation.
• Segment audiences and tailor communications for high-value, at-risk and lapsed customers.
• Connect Education Hub engagement with product education and follow-up journeys.
• Establish lead-scoring criteria with Business Development for direct-support customers.
• Maintain consent, preference and suppression rules; ensure privacy compliance.
• Collaborate with technical partners to improve integrations and journey documentation.
• Monitor campaign performance and report revenue, retention and customer value.

Skills

CRM

Lifecycle marketing

Email campaigns

Automation

Segmentation

Personalisation

Data governance

Cross-functional teamwork

Tools

Dynamics 365

Job description

Location: Daresbury Business Park | Onsite

Permanent

About us:

Fox Group International are one of the leading providers of aesthetic, cosmetic and pharmaceuticals products. We are a beauty & aesthetic business that have disrupted the market with an innovative e-commerce platform. With a number of industry leading brands, and international reach, our success and growth over recent years has been significant and shows no sign of slowing. Boasting a very down to earth and supportive culture, we offer an enviable opportunity to develop your skills in an innovative business at the cutting edge of commerce.

About the role:

Do you love turning customer data into campaigns that make a real commercial difference? We're looking for a CRM & Lifecycle Lead to own the customer lifecycle strategy across Fox Pharma and MedFx. You'll combine strategic planning with hands-on delivery, using segmentation, personalisation and automated journeys to improve conversion, retention and customer value. You'll drive repeat purchasing, cross-sell and reactivation, and see the results of your work in the numbers.

Key Accountabilities:

CRM and Lifecycle Strategy:

• Develop and deliver a prioritised CRM roadmap aligned with commercial targets, brand priorities and customer needs.
• Identify opportunities to improve the customer journey from registration and verification through to purchase, retention and advocacy.

Marketing Automation:

• Build and optimise automated journeys covering onboarding, first purchase, repeat orders, replenishment, abandonment and reactivation.
• Develop cross-sell journeys that increase multi-brand purchasing and introduce MedFx customers to relevant Fox-owned brands.

Campaign Delivery:

• Plan, build, test and deliver email campaigns across Fox Pharma and MedFx, supporting product launches, education and promotional activity.
• Manage the CRM calendar, ensuring accurate targeting, personalisation, tracking and timely delivery.

Segmentation and Personalisation:

• Use customer behaviour, purchase history, engagement and value to create relevant audiences and tailored communications.
• Develop targeted activity for high-value, at-risk and lapsed customers, balancing commercial opportunities with contact frequency.

Education and Sales Integration:

• Connect Education Hub engagement with relevant product education, recommendations and follow-up journeys.
• Work with Business Development to establish lead-scoring criteria and clear handovers for customers requiring direct support.

Data Quality and Governance:

• Maintain consent, preference and suppression rules, ensuring communications meet relevant privacy and marketing requirements.
• Work with technical partners to improve integrations, database quality, email deliverability and journey documentation.

Performance and Optimisation:

• Monitor campaign and lifecycle performance, using structured testing to improve conversion and commercial outcomes.
• Report on revenue, retention and customer value, assessing incremental impact where possible and recommending improvements.

Collaboration and Teamwork:

• Work with Marketing, Ecommerce, Commercial and Business Development to coordinate customer communications and growth activity.
• Ensure campaigns reflect stock availability, margin priorities and customer eligibility, sharing insights across teams.

About You

• Proven experience in CRM, lifecycle or retention marketing within an ecommerce environment.
• Dynamics 365 experience is essential.
• Hands-on experience building email campaigns and automated customer journeys. .
• Strong understanding of segmentation, personalisation, behavioural triggers and customer value.
• Confident using CRM platforms, reporting tools and performance data to identify opportunities.
• Working knowledge of consent, data governance and email deliverability.
• Ability to combine strategic ownership with detailed, accurate execution.
• Strong communication, organisation and cross-functional stakeholder management skills.

It would be advantageous if you have:

• Experience in regulated, healthcare, aesthetics or professional-only ecommerce