CRM Strategy & Growth Lead (Hybrid - UK)

Pharmacy2U Ltd.; Leeds; Hybrid; GBP 52,000 - 65,000; Full time

Benefits offered by this job

Pension

Sick pay

Long-service awards

Professional registration fees (GPhC,N

Cycle to Work

Green Car scheme

Flexible hybrid working

Private healthcare

Employee Assistance Programme

Gym discounts

CPD & training

25 days annual leave

Buy/sell holiday

Blue Light Card

Exclusive discounts

Discounts on health & beauty

Discounts on Doctor services

Social events

Job summary

Pharmacy2U Ltd. is seeking a CRM Strategy & Planning Manager to shape the customer engagement strategy across the lifecycle.

You will work with Customer, Clinical, Commercial, Product, Data and Marketing teams to use customer insight and behavioural data to identify opportunities that improve engagement, retention and lifetime value, and lead the CRM roadmap in alignment with business growth. The role is permanent and full-time, with a hybrid schedule in Leeds (LS15) or London (W1U).

Qualifications

• Extensive experience in CRM or customer lifecycle management.
• Proven ability to develop engagement, retention and loyalty strategies.
• Strong segmentation and lifecycle planning skills.
• Experience using customer insights to inform roadmaps.
• Analytical skills to translate data into actionable recommendations.
• Experience with CRM platforms such as Selligent, Acoustic or Dynamics 365.

Responsibilities

• Develop and evolve the CRM and customer engagement strategy across the customer lifecycle.
• Identify opportunities to improve acquisition, engagement, retention and lifetime value.
• Build and maintain CRM roadmaps aligned to business objectives.
• Use customer insight and performance trends to inform strategic recommendations.
• Define customer segments and lifecycle journeys.
• Collaborate with Commercial, Product, Data, Digital and Customer teams to prioritise opportunities.
• Grow the marketable customer database through owned and earned channels.
• Shape personalisation and communication strategies across key touchpoints.
• Define success measures and evaluate CRM initiatives.
• Present insights and roadmap proposals to stakeholders and senior leaders.
• Champion customer-centric decision-making and continuous improvement.

Skills

CRM strategy

Customer lifecycle

Data-driven marketing

Stakeholder management

Analytical skills

Cross-functional collaboration

CRM insights

Education

Degree in Marketing, Business, Data Analytics or related discipline

Tools

Selligent

Acoustic

Microsoft Dynamics 365

Job description

Pharmacy2U Ltd. is seeking a CRM Strategy & Planning Manager to shape the customer engagement strategy across the lifecycle.

You will work with Customer, Clinical, Commercial, Product, Data and Marketing teams to use customer insight and behavioural data to identify opportunities that improve engagement, retention and lifetime value, and lead the CRM roadmap in alignment with business growth. The role is permanent and full-time, with a hybrid schedule in Leeds (LS15) or London (W1U).