Senior CRM Manager
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Role: Senior CRM Manager
Location: Leeds, LS15 8GB. We operate a hybrid schedule, 2 days on site at Thorpe Park, Leeds.
Salary: Up to £75,000 per annum, plus up to a 10% annual discretionary bonus & our extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: 37.5 hours per week, Monday - Friday. We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!
Do you want to work for the nation's largest online pharmacy ensuring excellence for all our patients? We're a market leader in the pharmacy world, with 25 years' experience, helping over 1.6 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.
To lead Pharmacy2U's customer relationship management strategy across a key business unit, ensuring patients receive timely, personalised, and compliant communications that improve medication adherence, enhance customer satisfaction, and drive sustainable growth. This role is pivotal in building trust, loyalty and lifetime value in a digital-first pharmacy environment.
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
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.
Unsolicited agency applications will be treated as a gift.
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