CRM Strategy & Planning Manager

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

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

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

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.