Senior CRM Manager

HeliosX Group; London; Hybrid; GBP 60,000 - 70,000; Full time

Job summary

HeliosX Group is seeking a Senior CRM Manager to oversee CRM initiatives and drive customer engagement through data-driven strategies. This role is crucial for supporting the company's rapid growth and international expansion, focusing on enhancing customer relationships and launching new programs. The ideal candidate will have a strong background in CRM, particularly with Braze, and be skilled in managing teams and delivering impactful campaigns.

Benefits

Generous equity allocations

25 Days Holiday

Private health insurance

Enhanced parental leave

Cycle-to-work Scheme

Electric Car Scheme

Free Dermatica and MedExpress products

Home office allowance

Access to Headspace subscription

Learning and development budget

Qualifications

• Proven background in senior direct-to-customer CRM roles.
• Skilled in delivering automated CRM lifecycle initiatives.
• Experienced in managing large teams effectively.

Responsibilities

• Oversee all CRM initiatives and KPIs for a segment of the portfolio.
• Launch a new CRM program to support Dermatica.
• Enhance multichannel CRM programs through collaboration.

Skills

CRM strategy

Data-driven approach

Customer-centric

Analytical skills

Team management

Tools

Braze

BI tools

Excel

Job description

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Back in 2013, our founder Dwayne D’Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth.

Where we are now:

We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year-on-year growth). We're looking to do the same in 2025; move into new territories, and further accelerate our growth journey. There’s never been a more exciting time to join HeliosX.

Where we’re going:

Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.

Come be a part of making our dream of easier and faster healthcare a reality!

The Opportunity

The Senior CRM Manager role is responsible for overseeing all CRM initiatives and KPIs for a segment of our portfolio at HeliosX. This position is crucial for our continued success with our recent rapid growth and international expansion!

In this role, you will continuously revisit and refine our CRM strategy, ensuring it aligns with HeliosX's objectives through a data-driven and customer-centric approach. You'll work collaboratively with diverse teams including Product, Creative, Brand, Clinical, and Analytics to enhance our multichannel CRM programs and drive impactful results.

A significant part of your role will be launching a new CRM program to support Dermatica, our skincare brand, leveraging available data and segmentation to understand our customers better and uncover new opportunities.

What you'll do

• Regularly update the CRM strategy to align with company objectives using a data-driven and customer-focused approach.
• Partner with Product, Creative, Brand, Clinical, and Analytics teams to enhance our multichannel CRM programs.
• Manage and coordinate a schedule of both triggered and non-triggered educational campaigns.
• Develop new promotional plans for each key eCommerce season.
• Review and enhance existing processes to improve engagement, effectiveness, and efficiency.
• Oversee customer journeys using the HeliosX CRM tool (Braze), including email, SMS, push notifications, and in-app messages.
• Plan, implement, and report on major CRM initiatives.
• Optimise and maintain our suite of transactional communications.
• Lead the launch of a new CRM program to support our Skincare brand.
• Use data and segmentation to understand customers better and identify growth opportunities.
• Work with Analytics and Engineering to access and utilise data for personalisation and upselling.
• Implement a test-and-learn approach to refine campaigns, prioritizing impactful tests over volume.
• Manage strategies for NPS, surveys, and reviews to enhance customer satisfaction.
• Stay updated on industry trends and best practices, and support team upskilling.

What you'll bring to HeliosX

• Proven background in senior direct-to-customer CRM roles or as a contractor within a subscription model.
• Proficient in Braze for CRM management.
• Skilled in delivering automated CRM lifecycle initiatives from strategy to execution and analysis.
• Utilises BI tools to derive actionable insights and drive decisions.
• Experienced in managing large teams effectively.
• Commercially savvy
• Analytical and highly proficient in Excel

Life at HeliosX

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• Generous equity allocations with significant upside potential
• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside a free audible subscription)

# LI -Senior # LI -Hybrid

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