As CRM Manager you’ll help take our customer engagement to the next level at Medivet Group, lining into the Senior CRM & Client Data Manager, within the Growth Team, delivering a smarter, data driven and more impactful CRM programme.
This role is all about helping shape and activate the customer lifecycle – from first visit to loyal advocate – across email, SMS and direct mail. You’ll bring deep experience in CRM strategy and execution and be confident supporting everything from always-on triggers and reactivation journeys to hands-on build and delivery. You’ll ensure there’s a clear and prioritised roadmap that drives performance across campaign, always on and partner CRM campaigns to support business goals and keep the client/ customer at the centre of every touchpoint.
What You’ll Do
* Deliver CRM campaigns across Email, SMS and Direct Mail—ensuring accurate targeting, compelling creative and timely delivery.
* Own the day-to-day planning and execution of our lifecycle journeys (onboarding, lapsed, reactivation), delivering automated programmes that improve engagement and repeat visits.
* Own the CRM delivery roadmap—balancing always-on programmes, BAU campaigns and project-led innovations that support clinic and business growth.
* Manage a CRM Executive—providing clear direction, prioritisation and feedback to support delivery and skill development.
* Monitor daily core CRM metrics (open/click rates, unsubscribes, bounce rates, conversions, reactivations and revenue) and use insights to drive campaign optimisation.
* Collaborate across Digital, Local Marketing, Campaigns and IT to ensure CRM activity is integrated and aligned with broader plans.
What You’ll Bring
* Proven experience in a CRM, retention or lifecycle marketing role, ideally within a B2C, multi-channel environment.
* Hands-on experience with Microsoft Dynamics CRM – including campaign setup, automation, segmentation, and reporting.
* Proficiency in GA4 – with the ability to analyse and communicate CRM performance across engagement and commercial KPIs.
* Confident working with large-scale customer datasets and collaborating closely with data teams.
* A commercial mindset – you understand and can demonstrate how CRM drives business outcomes like frequency, revenue and loyalty.
* Exposure to martech vendor evaluations or migrations would be a big plus.
* A natural collaborator – comfortable working with cross-functional teams across Growth, Data, Digital, Campaigns, Brand and Local Marketing.
Why Medivet
Joining Medivet means becoming part of a nationwide community that puts care at the heart of everything we do. You'll work with a collaborative, people-first team where your expertise will be valued and your work will make a genuine impact on the lives of our colleagues and the animals they care for.