Pharmacy2U Ltd este o farmacie online și un furnizor de servicii medicale digitale cu sediul în Regatul Unit, care combină servicii farmaceutice reglementate cu livrarea rețetelor, consultații private online și comerț electronic axat pe sănătate. Serviciile sale se conectează la sistemele NHS și la cabinetele medicilor de familie, iar oferta Online Doctor sprijină tratamentele private. Clienții își pot gestiona rețetele recurente, pot urmări comenzile și pot accesa informații despre sănătate prin instrumentele digitale și aplicația companiei, alături de o gamă de produse eliberate pe bază de rețetă, produse fără rețetă, produse pentru bunăstare, îngrijirea pielii, bebeluși și sănătatea animalelor de companie.
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.
Descriere
- 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
Cerințe
- 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
Beneficii
- 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