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Pharmacy2U Ltd
Pharmacy2U Ltd
1,001 – 5,000 Employees
ConsultingHealthcareLogistics
Pharmacy2U Ltd is a UK-based online pharmacy and digital healthcare provider combining regulated pharmacy services with prescription delivery, private online consultations and health-focused ecommerce. Its services connect with NHS systems and GP practices, while its Online Doctor offering supports private treatments. Customers can manage repeat prescriptions, track orders and access health information through the company’s digital tools and app, alongside a range of prescription, over-the-counter, wellness, skincare, baby and pet health products.
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CRM Strategy and Planning Manager - Pharmacy2U - Leeds Hybrid

Lead CRM strategy and customer lifecycle planning at Pharmacy2U, using insight, segmentation and data-led engagement to strengthen retention, loyalty and customer lifetime value.

GBUnited Kingdom
£55,000 – £65,000 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Shape and advance CRM and customer engagement strategy throughout the customer lifecycle
  • Find ways to strengthen acquisition, engagement, retention and customer lifetime value
  • Create and manage CRM roadmaps that reflect business and customer priorities
  • Turn customer insight, behavioural data and performance patterns into strategic recommendations
  • Establish customer segments, lifecycle journeys and audience engagement plans
  • Work with Commercial, Product, Data, Digital and Customer teams to identify and prioritise opportunities
  • Help expand the marketable customer database through owned and earned channels
  • Develop personalisation, customer experience and communications strategies across important touchpoints
  • Set success measures and assess CRM and customer engagement performance
  • Share insights, recommendations and roadmap proposals with stakeholders and senior leaders
  • Promote customer-focused decisions and effective CRM practices across the organisation
  • Encourage continuous improvement, testing and data-informed marketing
  • Coordinate with Customer, Clinical, Commercial, Product, Data and Marketing teams to connect engagement work with growth goals

Requirements

  • Substantial experience in CRM, customer strategy or customer lifecycle management
  • Track record of creating customer engagement, retention and loyalty strategies with measurable business impact
  • Strong knowledge of customer segmentation, lifecycle planning and journey optimisation
  • Experience applying customer insight and data to identify opportunities and build strategic roadmaps
  • Strong analytical capability and the ability to turn data into practical recommendations
  • Thorough understanding of CRM strategy, personalisation and customer lifetime value drivers
  • Experience with CRM and marketing automation tools such as Selligent, Acoustic or Microsoft Dynamics 365
  • Ability to build relationships and influence stakeholders across Marketing, Product, Commercial, Data and Operations
  • Commercial outlook with experience creating business cases, strategic plans and growth initiatives
  • Capability to lead cross-functional projects and build alignment through collaboration and influence
  • Experience in a regulated setting, ideally healthcare, pharmacy or another customer-focused sector
  • Clear communication and presentation skills for explaining complex information to varied audiences
  • Knowledge of customer data platforms, predictive modelling and advanced personalisation
  • Understanding of UK GDPR, PECR and customer marketing compliance
  • Applicants must demonstrate the right to live in the UK
  • Successful applicants must complete a DBS check

Benefits

  • Annual bonus of up to 10%
  • Contributory pension scheme
  • Occupational sick pay
  • Awards recognising long service
  • Refer-a-friend bonuses
  • Professional registration fees covered, including GPhC, NMC and CIPD
  • Cycle to Work and Green Car schemes, subject to eligibility
  • Enhanced maternity and paternity pay
  • Flexible hybrid working to support work-life balance
  • Discounted private healthcare insurance through Aviva
  • Employee Assistance Programme and in-house mental health support
  • Discounted gym memberships through Blue Light Card and benefits schemes
  • Regular health and wellbeing programmes
  • Strong support for CPD, training and professional development
  • 25 days of annual leave, rising with service
  • Option to buy and sell annual leave
  • Blue Light Card and employee discount platform
  • Exclusive discounts at The Springs, Leeds
  • 25% discount on health and beauty purchases
  • 25% discount on Pharmacy2U Private Online Doctor services
  • Regular social events throughout the year
  • Core-hours working arrangement centred on 09:30 to 16:00

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