Senior CRM Manager
Location: Leeds, LS15 8GB (hybrid schedule, 2 days on site at Thorpe Park, Leeds)
Base pay range
Salary: Up to £75,000 per annum, plus up to a 10% annual discretionary bonus & extensive benefits.
Contract type: Permanent
Employment type: Full time
Working hours: 37.5 hours per week, Monday - Friday. Core hours 09:30 - 16:00.
What you'll be doing?
Patient & Customer Engagement
* Design and deliver lifecycle communication programs (registration, activation, ordering, reminders, delivery updates, loyalty, lapsing, winback)
* Create personalised campaigns to drive adherence and repeat prescriptions
* Develop engagement strategies supporting preventive health and wellness
Customer Database Growth
* Implement innovative lead-generation initiatives across owned and earned channels (website, app, social)
* Partner with digital/content teams on conversion-focused landing pages and forms
* Increase marketing opt-in rates and drive referrals through the existing customer base
Messaging & Creative
* Define tailored messaging for key audience segments (new, active, dormant)
* Maintain CRM tone of voice across email, SMS, app, push, and on-site channels
* Establish content hierarchy (hero, benefit, proof, CTA, legal) for campaigns
* Manage a structured testing roadmap (subject lines, copy, imagery, CTAs, timing, frequency)
* Lead the creative briefing process (objective, audience, offer, triggers, test plan, KPIs)
Campaign Management
* Lead multi-channel CRM campaigns (email, SMS, app push, on-site)
* Collaborate with pharmacists, commercial, operations, and marketing to ensure accurate, empathetic messaging
* Optimise campaigns to reduce lapse and increase repeat usage
Data & Compliance
* Ensure communications comply with NHS, GDPR, and healthcare regulations
* Partner with analytics to track KPIs (adherence, refill frequency, satisfaction)
* Use insights to refine segmentation and deliver hyper-personalised communications
Technology & Automation
* Work with CRM Ops, Product, and IT to define and prioritise the development roadmap
* Drive automation for reminders, notifications, and health prompts
* Explore AI-driven personalisation to boost engagement and retention
Leadership & Collaboration
* Lead a team of CRM specialists focused on engagement
* Collaborate cross-functionally with pharmacy, clinical, commercial, DPO, IT, and marketing teams
* Act as CRM subject matter expert, championing digital-first patient communications
Who are we looking for?
* Bachelor's degree in Marketing, Business, Data Analytics, or related field (advantageous)
* Professional certification in Digital Marketing, CRM, or Healthcare Management (preferred)
* Deep understanding of CRM strategy and lifecycle management within a digital-first healthcare or pharmacy environment
* Strong grasp of healthcare compliance and regulations (NHS guidelines, GDPR, HIPAA equivalents)
* Working knowledge of pharmacy operations and patient journeys, including prescription ordering, repeat dispensing, and medication adherence
* Advanced knowledge of customer segmentation, personalisation, and automation across multi-channel campaigns (email, SMS, app, on-site)
* Proficiency with leading CRM and marketing automation platforms (e.g. Selligent, Acoustic, Microsoft Dynamics 365)
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.
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
* Health and wellbeing initiatives
* Social events throughout the year
* Cycle to work scheme
* Green car scheme (subject to minimum earnings)
* 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
* 25% Discount on Pharmacy2U Private Online Doctor Services
Unsolicited agency applications will be treated as a gift.
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