Pharmacy2U
CRM Strategy & Planning Manager
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CRM Strategy & Planning Manager
Location: Leeds (LS15) OR London (W1U)
Schedule: Hybrid, 2-3 days a week in the office
Salary: Up to £65,000 per annum DOE + up to a 10% annual bonus & our extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: Monday - Friday, 37.5 hours per week. Core hours: 09:30 - 16:00; flexible around these.
About the Role
CRM Strategy & Planning Manager is responsible for shaping and evolving Pharmacy2U's customer engagement strategy across the entire customer lifecycle. This role involves working closely with various teams to identify opportunities that improve engagement, retention, loyalty, and customer lifetime value.
Responsibilities
- Shape and evolve Pharmacy2U's customer engagement strategy.
- Collaborate with Customer, Clinical, Commercial, Product, Data, and Marketing teams.
- Use customer insight, behavioural data, and commercial objectives to identify opportunities.
- Lead the development of the CRM roadmap.
- Ensure customer communications and engagement activities are strategically planned and customer-centric.
- Align customer engagement activities with business growth objectives.
Why You'll Love Working with Us
We believe great people deserve great support. Our benefits package is designed to look after your health, finances, career, and life outside work.
Financial Security & Rewards
- Competitive contributory pension
- Occupational sick pay
- Long-service awards and refer-a-friend bonuses
- Professional registration fees covered (GPhC, NMC, CIPD, and more)
- Cycle to Work and Green Car schemes (subject to eligibility)
Family-Friendly
- Enhanced maternity and paternity pay
- Flexible hybrid working to help balance work and home life
Health & Wellbeing
- Private healthcare insurance at discounted rates (Aviva)
- Employee Assistance Programme and in-house mental health support
- Access to discounted gym memberships via Blue Light Card and benefits schemes
- Regular health and wellbeing initiatives
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Career Growth
- Strong commitment to CPD, training, and professional development
Time Off & Flexibility
- 25 days' annual leave, increasing with service
- Buy and sell holiday scheme
Everyday Perks & Exclusive Discounts
- Blue Light Card and employee discount platform
- Exclusive discounts at The Springs, Leeds
- 25% off health & beauty purchases
- 25% off Pharmacy2U Private Online Doctor services
Culture & Community
- Regular social events throughout the year
What You'll Be Doing
- Develop and evolve the CRM and customer engagement strategy across the customer lifecycle.
- Identify opportunities to improve customer acquisition, engagement, retention, and lifetime value.
- Build and maintain CRM roadmaps aligned to business and customer objectives.
- Use customer insight, behavioural data, and performance trends to inform strategic recommendations.
- Define customer segments, lifecycle journeys, and audience engagement approaches.
- Partner with Commercial, Product, Data, Digital, and Customer teams to prioritize customer opportunities.
- Support the growth of the marketable customer database through owned and earned channels.
- Shape personalization, customer experience, and communication strategies across key customer touchpoints.
- Define success measures and evaluate the effectiveness of CRM and customer engagement initiatives.
- Present insights, recommendations, and roadmap proposals to stakeholders and senior leaders.
- Champion customer-centric decision-making and best practice across the organization.
- Support a culture of continuous improvement, experimentation, and data-driven marketing.
Who We Are Looking For
- Extensive experience in CRM, customer strategy, or customer lifecycle management roles.
- Proven experience developing customer engagement, retention, and loyalty strategies that deliver measurable business outcomes.
- Strong understanding of customer segmentation, lifecycle planning, and customer journey optimization.
- Experience using customer insight and data to identify opportunities and shape strategic roadmaps.
- Strong analytical skills with the ability to translate data into clear, actionable recommendations.
- Deep understanding of CRM strategy, personalization, and customer lifetime value drivers.
- Experience working with CRM and marketing automation platforms, such as Selligent, Acoustic, or Microsoft Dynamics 365.
- Skilled at building relationships and influencing stakeholders across Marketing, Product, Commercial, Data, and Operational teams.
- Commercially minded with experience developing business cases, strategic plans, and growth initiatives.
- Able to lead cross-functional projects and drive alignment through collaboration and influence.
- Experience working within regulated environments, ideally healthcare, pharmacy, or other customer-focused sectors.
- Strong communication and presentation skills, with the ability to convey complex information to a range of audiences.
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Desirable
- Experience within healthcare, pharmacy, or other highly regulated industries.
- Knowledge of customer data platforms (CDPs), predictive modelling, and advanced personalization techniques.
- Understanding of UK GDPR, PECR, and customer marketing compliance requirements.
- Degree in Marketing, Business, Data Analytics, or a related discipline, or equivalent professional experience.
What Happens Next
Please click apply. If we think you are a good match, we will be in touch to arrange an interview.
Note: Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check. Unsolicited agency applications will be treated as a gift.
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