Who we are:
The Primary Care division of Vital Healthcare has revenues of c.£150m in the German, Swiss and British markets enabled through its own commercial teams. High quality medical and diagnostic products are supplied for use in primary care, laboratory, and blue light settings. The division employs approximately 425 people in 3 countries.
Primary Care UK –
consists of
Williams Medical
) with revenues of c.£60M and
SP Services
) with revenues of c.£10M both specialise in providing a wide range of medical, healthcare products and equipment to healthcare professionals and organisations.
Primary Care UK
employs approximately 200 people across two purpose-built facilities, one in Telford, West Midlands England and one in Rhymney, South Wales.
Purpose of the Job:
The Customer Marketing Executive will play a key role in driving customer engagement, retention, and growth for Williams Medical and associated PCUK brands. This role is focused on creating meaningful experiences across the customer journey - from executing loyalty campaigns and re-engaging lapsed customers, to supporting the onboarding of new customers.
This role is ideal for a marketing professional who is passionate about building strong customer relationships, working collaboratively across teams, and leveraging data and automation to deliver impactful campaigns. Strong communication, analytical thinking, and a creative approach to problem-solving will be essential to succeed in this role.
The position offers opportunities for career growth and development within a dynamic marketing team.
Main Duties/Responsibilities and Knowledge/Skills Requirements:
Customer Retention, Lifecycle Management & Campaign Execution
* Own the customer treatment programme, proactively managing activity aimed at reducing churn and re-engaging lapsed customers
* Co-ordinate customer lifecycle communications, including win-back campaigns and automated customer journeys
* Develop and implement targeted customer campaigns across multiple channels, including email, direct mail and web
* Collaborate with internal stakeholders to prepare creative briefs and ensure timely delivery
* Write customer-focused copy for campaigns and communications
* Analyse customer behaviour and campaign performance to identify opportunities for improvement
Customer Acquisition & Onboarding
* Support cross-functional initiatives to contribute to new customer acquisition
* Support the onboarding of customers, ensuring a smooth and consistent customer experience
Loyalty & Engagement
* Drive engagement and retention through loyalty-based campaigns
* Identify opportunities to enhance customer satisfaction and loyalty through tailored marketing activity
Customer Insight & Research
* Support customer insight projects with the wider sales and marketing team, helping to inform strategy and decision-making
* Conduct customer and market research to support campaign planning
Measurement & Analysis
* Monitor and evaluate campaign effectiveness, reporting findings and recommendations to key stakeholders
Key Performance Measurements
* Delivery of strategic plans within agreed timeframes
* Campaign ROI
* Growth in customer numbers – with a focus on both new acquisition and retention
* Brand consistency across all channels
Knowledge, Experience and Understanding
* Proven experience in a similar marketing role (customer lifecycle, retention or loyalty-based roles would be advantageous)
* Thorough knowledge of strategic planning principles and marketing best practices
* Appreciation of delivering customer-focused, marketing strategies
* Understanding of project management skills and influencing across cross-functional teams
* Experience of managing email marketing platforms and outsourced services such as direct mail
* Experience in a FMCG, multiple-product or healthcare organisation is desired, but not essential
* CIM qualification or marketing/business related degree would be advantageous
Skills/Abilities
* Able to self-manage and work effectively as part of a multidisciplinary team
* Excellent attention to detail
* A confident communicator with excellent people skills
* Strong organisational and time-management abilities
* Creativity and commercial awareness
* Able to work to deadlines and manage multiple tasks or projects
* Positive, 'can-do' attitude, with the willingness and enthusiasm to develop
* Knowledge of Microsoft Office applications, including Excel, Word, and PowerPoint