Customer Relationship Management Executive

Phlo; Glasgow; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Annual leave

Company bonus

Private medical insurance

Pawternity Leave

Mental health support

Trustworthy benefits

Job summary

Phlo is seeking a hands-on CRM Executive to join our Marketing team in Glasgow, shaping how we engage, support and retain patients across email, SMS, WhatsApp, push and in‑app messages.

You will own end‑to‑end lifecycle campaigns for Phlo Clinic and our B2B services, building automated journeys, targeting segments, testing, and reporting performance while working closely with Clinical, Product, Data and Patient Care teams to deliver a first‑class digital patient experience.

Qualifications

• Experience building automated lifecycle journeys in marketing automation platforms.
• Ability to plan, build and QA multi-channel campaigns across email, SMS, push and in-app.
• Strong data sense to optimise journeys via segmentation and performance insights.

Responsibilities

• Build, test and launch automated lifecycle journeys (onboarding, reminders, reorders, reactivation).
• Set up complex journeys with triggers, segmentation, delays and personalisation across channels.
• Plan and deliver campaigns for Phlo Clinic and B2B services from brief to send.
• QA journey logic, links, personalisation, audiences and suppressions.

Skills

CRM campaigns

Lifecycle journeys

Segmentation

A/B testing

Data-driven decisions

Tools

Braze

Customer.io

Iterable

Klaviyo

Salesforce Marketing Cloud

HTML email

Job description

We're looking for a talented, hands‑on CRM Executive to join our Marketing team and play a key role in how we engage, support and retain our patients. This is an exciting opportunity to take ownership of impactful CRM campaigns and customer journeys, helping shape how we connect with patients as we continue to innovate and expand our services.

You’ll get hands‑on with our CRM platform, building automated, multi‑step journeys, creating targeted segments and triggers and delivering campaigns across email, SMS, WhatsApp, push and in‑app messaging. Focusing on Phlo Clinic and our B2B services, you’ll help patients get off to a great start, stay engaged and feel supported throughout their journey.

We're a fast‑moving, ambitious team, so you’ll thrive if you enjoy taking ownership, delivering at pace and getting the details right. Reporting to the Retention and Lifecycle Marketing Manager, you’ll work closely with our Clinical, Product, Data, Commercial and Patient Care teams to deliver a first‑class digital patient experience.

The Job

On a day‑to‑day basis, you’ll be involved in the following:

Build and execute

• Build, test and launch automated lifecycle journeys in our CRM platform, from onboarding and treatment reminders through to reorders, lapse prevention and reactivation
• Set up complex, multi‑branch journeys using behavioural triggers, segmentation, delays and personalisation across email, SMS, push and in‑app
• Plan and deliver one‑off and recurring campaigns for Phlo Clinic patients and our B2B services, from brief through to send
• QA everything thoroughly before it goes live: journey logic, links, personalisation, audience, suppressions and approvals

Optimise and report

• Monitor journey and campaign performance, spot what’s underperforming and fix it
• Run A/B tests on messaging, timing and channel, and turn the results into improvements
• Report on performance against our engagement, retention and revenue KPIs

Look after the platform

• Keep our CRM account in good shape: data feeds, segments, templates, consent and suppression lists, and journey housekeeping
• Work with Data and Engineering to make sure the events and attributes you need are available and reliable

Work across the business

• Work with our Clinical team to get patient‑facing copy approved and keep communications within healthcare advertising rules
• Partner with Product Marketing, Commercial and Patient Care so that launches, offers and service changes reach the right patients at the right time
• Bring ideas for new tests, journeys and channels to keep improving how we engage patients

The Person

Ideally, we’re looking for someone with the following:

• Previous experience building and running CRM or lifecycle programmes in a CRM or marketing automation platform (for example Braze, Customer.io, Iterable, Klaviyo or Salesforce Marketing Cloud)
• Experience building complex, automated journeys with branching logic, triggers and segmentation, not just sending one‑off emails
• A fast, accurate builder: you’re comfortable shipping at pace and you check your work properly before it goes out
• Confidence with data: you’re comfortable with segmentation logic and reading performance results, and you use them to decide what to do next
• Strong organisation, with the ability to juggle multiple campaigns and stakeholders and keep people updated
• Willingness to get stuck in, take ownership and move quickly in a fast‑growing business
• An enthusiasm for understanding patient needs and how we take that and build it into a first‑class digital healthcare service
• Comfortable using AI tools to speed up your workflow
• Braze experience is beneficial but not essential
• Experience with HTML email, Liquid or similar personalisation languages, or working in a D2C, subscription, healthcare or other regulated environment is a bonus

The Perks

And in joining Phlo, you’ll receive a competitive package designed to support your wellbeing, development and success, including:

• Salary between £30,000 and £38,000 depending on experience
• Opportunity to work with a Modern Data Stack and evolve analytics with AI capabilities
• Regular collaboration with other teams in the business (marketing, commercial, finance, product, engineering, operations and clinical) to shape and enhance our services
• Company Bonus Scheme: up to 10% depending on performance
• 33 days annual leave (inclusive of 8 bank holidays)
• An extra day of annual leave for every complete year of service, up to 5 extra days
• An extra day off for your birthday to prolong the celebrations
• Private Medical Insurance via Vitality
• Bereavement Leave policy covering family, friends, pets and miscarriage
• Enhanced Maternity, Paternity and Adoption Pay after 1 year of service
• Charity Day to support a cause that’s important to you
• Dependant Leave to take care of the people who rely on you
• Duvet Days to rest and reset
• Fertility Leave to support your journey to parenthood
• Pawternity Leave to welcome a new pet
• Menopause Leave to support employees
• 20% Staff Discount on Phlo Clinic products
• 8 x free professional counselling sessions to support your mental health
• Perkbox membership for discounts and points
• Hybrid working, casual dress code and a great culture

Please note, eligibility criteria for benefits applies.

The Logistics

We’re headquartered in the Onyx building on Bothwell St in Glasgow City Centre and have a hybrid working model to support a blend of in person and remote working. The Marketing team spends at least one day a week working in the Glasgow office and we would expect the same for this role.

About Phlo

Phlo is ranked 13th in the Sunday Times 100 Tech 2026, recognising it as one of the UK’s fastest‑growing technology companies. At Phlo, we’re redefining modern healthcare - combining innovation, compassion and technology, putting patients at the heart of everything we do.

Our mission is to help people across the UK take control of their health by making access to care simpler, faster and more personal.

We’re a team of professionals who share the same values - collaboration, curiosity and a genuine drive to make a difference. It’s that shared purpose that makes Phlo a rewarding place to work and one where great ideas turn into meaningful impact.

It’s an incredibly exciting time for Phlo as we scale up rapidly. By joining the team, you will have an opportunity to grow our company and enhance our products from day one.

For more information about Phlo’s services please visit www.phloclinic.co.uk, www.wearephlo.com or check out our socials and Trustpilot reviews!

To deliver great service to Phlo’s patients we’re building a company that’s reflective of their diversity. We’re an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.