CRM Manager

Role: CRM Manager
Location: Leeds, LS15 (with hybrid working after completion of training)
Salary: Up to £55k per annum DOE, plus extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: 40 hours pw, Monday to Friday 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 1.4 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. 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. This role is to create and execute the CRM plan which meets both our customer and commercial targets, delivered accurately and to schedule. This role plays a significant part in ensuring we deliver a world-class customer experience, increased customer lifetime value and maximises upsell and cross-sell opportunities through various customer touchpoints and communications channels. If you thrive on working in a busy environment and like to get your sleeves up and hit the ground running this could be the role for you. What’s in it for you?
Occupational sick pay
Enhanced maternity and paternity pay
Contributory pension
Discounted insurance (Aviva)
Employee discount site
Discounted gyms (via our blue light card and benefits schemes)
Employee assistance programme
In-house mental health support
Free onsite parking
Health and wellbeing initiatives
Social events throughout the year
Cycle to work scheme
Green car scheme
Registration fees paid (GPhC, NMC, CIPD etc)
Long service bonus
Refer a friend bonus
Blue light card
Hybrid working
Commitment to CPD/training
25 days annual leave increasing with service
Annual leave buy and sell scheme
Discounts & Exclusive offers at The Springs, Leeds
25% Discount & health & beauty purchases What you’ll be doing?
Lead the end-to-end execution of our CRM communications plan across email, SMS, and push channels - from building a macro-delivery plan with the CRM team, to briefing, sign off, deployment and hypercare
Lead the creative development of CRM communications, collaborating with the design team to ensure high quality, engaging output
Manage and develop customer onboarding, retention, loyalty, cross-sell, and upsell flows through our CRM system to enhance the customer experience
Continuously review and improve these processes to ensure high accuracy of targeting & execution
Drive a continuous optimisation programme through testing for both campaign and transactional CRM programmes
Manage data integrity, resolve technical data issues, and assess data impacts of new marketing projects Collaborate with IT to implement recommended solutions
Maximise customer review volumes and quality using platforms such as Feefo, Trustpilot, Google Business, Facebook
Collaborate with partners and suppliers to deliver bespoke campaigns and experiences to targeted groups in our customer base
Ensure consistent growth of the customer marketing database and propose new initiatives to increase sign-ups
Manage communications and technical developments within our ESP
Conduct customer insight and research through surveys, focus groups, and other methods Who are we looking for?
A Level or degree or equivalent in a related field desirable
Extensive, demonstrable experience within CRM, developing & delivering multi-channel data-driven campaigns using marketing automation tools with a strong commercial mindset, constantly focussing on delivering value to customers
Experience of working in a highly complex, dynamic, and pressured environment, delivering targets to tight deadlines with high levels of accuracy
Experience with process mapping, management, and adherence
Experience working with a customer review platform such as Trust Pilot or Feefo
Experience of working in a team and with Marketing / Commercial / Technical teams / 3rd Party Providers
Excellent project management skills with the ability to plan, prioritise and deliver a high volume of quality work to tight deadlines
Process driven, with proven ability implementing and improving operational processes
Flexible team player, can-do attitude, highly motivated and confident
Ability to work with, manage & develop a team of CRM Executives
Strong understanding of best practice email design, GDPR and e-privacy legislation is essential
Ability to influence and negotiate all stakeholders
A good understanding of data structures within CRM, a technical mindset, and analytical skills with ability to navigate through complexity & ambiguity What happens next?
Please click apply and if we think you are a good match, we will be in touch to arrange an interview.
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. #INDHP

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .