CRM Strategy & Planning Lead — Customer Lifecycle Growth

Pharmacy2U | Certified B Corp; Leeds; Hybrid; GBP 39,000 - 65,000; Full time

Benefits offered by this job

Pension

Sick pay

Long-service awards

Registration fees covered

Cycle to Work

Green Car schemes

Hybrid working

Employee discounts

Job summary

Pharmacy2U is seeking a CRM Strategy & Planning Manager to shape and evolve our customer engagement strategy across the entire lifecycle. You will work with Customer, Clinical, Commercial, Product, Data and Marketing teams to identify opportunities that improve engagement, retention and lifetime value.

The role leads the CRM roadmap, ensuring communications are customer-centric and aligned with growth objectives. Hybrid schedule, 2–3 days in the office, Leeds or London.

Qualifications

• Extensive experience in CRM, customer strategy or lifecycle management.
• Proven experience developing engagement, retention and loyalty strategies.
• Strong understanding of segmentation and lifecycle planning.
• Experience with CRM platforms and marketing automation.
• Strong analytical skills; ability to translate data into actionable recommendations.
• Excellent communication and stakeholder management.
• Experience in regulated environments, ideally healthcare/pharmacy.

Responsibilities

• 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.

Skills

CRM strategy

Customer lifecycle management

Data analysis

Stakeholder collaboration

Education

Degree in Marketing or related field

Tools

Selligent

Acoustic

Microsoft Dynamics 365

Job description

Pharmacy2U is seeking a CRM Strategy & Planning Manager to shape and evolve our customer engagement strategy across the entire lifecycle. You will work with Customer, Clinical, Commercial, Product, Data and Marketing teams to identify opportunities that improve engagement, retention and lifetime value.

The role leads the CRM roadmap, ensuring communications are customer-centric and aligned with growth objectives. Hybrid schedule, 2–3 days in the office, Leeds or London.