Fox Group International
CRM & Lifecycle Lead
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About The Job
Job title: CRM & Lifecycle Lead
Location: Daresbury Business Park
Full Time | 4 days per week
Permanent
Do you fancy working 4 days per week, for a full time salary? If the answer is yes, read on…
Fox Group International are one of the leading providers of aesthetic, cosmetic and pharmaceuticals products. We are a beauty & aesthetic business that have disrupted the market with an innovative e-commerce platform. With a number of industry leading brands, and international reach, our success and growth over recent years has been significant and shows no sign of slowing. Boasting a very down to earth and supportive culture, we offer an enviable opportunity to develop your skills in an innovative business at the cutting edge of commerce.
About the role:
Do you love turning customer data into campaigns that make a real commercial difference? We're looking for a CRM & Lifecycle Lead to own the customer lifecycle strategy across Fox Pharma and MedFx. You'll combine strategic planning with hands-on delivery, using segmentation, personalisation and automated journeys to improve conversion, retention and customer value. You'll drive repeat purchasing, cross-sell and reactivation, and see the results of your work in the numbers.
Key Accountabilities:
CRM and Lifecycle Strategy:
- Develop and deliver a prioritised CRM roadmap aligned with commercial targets, brand priorities and customer needs.
- Identify opportunities to improve the customer journey from registration and verification through to purchase, retention and advocacy.
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Marketing Automation:
- Build and optimise automated journeys covering onboarding, first purchase, repeat orders, replenishment, abandonment and reactivation.
- Develop cross-sell journeys that increase multi-brand purchasing and introduce MedFx customers to relevant Fox-owned brands.
Campaign Delivery:
- Plan, build, test and deliver email campaigns across Fox Pharma and MedFx, supporting product launches, education and promotional activity.
- Manage the CRM calendar, ensuring accurate targeting, personalisation, tracking and timely delivery.
Segmentation and Personalisation:
- Use customer behaviour, purchase history, engagement and value to create relevant audiences and tailored communications.
- Develop targeted activity for high-value, at-risk and lapsed customers, balancing commercial opportunities with contact frequency.
Education and Sales Integration:
- Connect Education Hub engagement with relevant product education, recommendations and follow-up journeys.
- Work with Business Development to establish lead-scoring criteria and clear handovers for customers requiring direct support.
Data Quality and Governance:
- Maintain consent, preference and suppression rules, ensuring communications meet relevant privacy and marketing requirements.
- Work with technical partners to improve integrations, database quality, email deliverability and journey documentation.
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Performance and Optimisation:
- Monitor campaign and lifecycle performance, using structured testing to improve conversion and commercial outcomes.
- Report on revenue, retention and customer value, assessing incremental impact where possible and recommending improvements.
Collaboration and Teamwork:
- Work with Marketing, Ecommerce, Commercial and Business Development to coordinate customer communications and growth activity.
- Ensure campaigns reflect stock availability, margin priorities and customer eligibility, sharing insights across teams.
About You
Essential
You will bring:
- Proven experience in CRM, lifecycle or retention marketing within an ecommerce environment.
- Dynamics 365 experience is essential.
- Hands-on experience building email campaigns and automated customer journeys.
- Strong understanding of segmentation, personalisation, behavioural triggers and customer value.
- Confident using CRM platforms, reporting tools and performance data to identify opportunities.
- Working knowledge of consent, data governance and email deliverability.
- Ability to combine strategic ownership with detailed, accurate execution.
- Strong communication, organisation and cross-functional stakeholder management skills.
Desirable
It would be advantageous if you have:
- Experience in regulated, healthcare, aesthetics or professional-only ecommerce
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