CRM Campaign Delivery & Optimisation Lead at Pharmacy2U | London, UK | £65K/yr – £75K/yr

CRM Campaign Delivery & Optimisation Lead

London, UK (Hybrid)

£65K/yr – £75K/yrSenior LevelFull time

Posted 2 months ago

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Job Summary

Own the end-to-end CRM engine, translating customer strategy into scalable, automated journeys that drive activation, retention, and value while continuously improving performance through testing and data-driven insights.

CRM Programme Ownership: design, deliver, and govern multi-channel campaigns with agile delivery and clear accountability.
Performance & Reporting: measure funnel progression and campaign impact with robust data enablement and actionable insights.
Cross-Functional Alignment: partner with product, marketing, and operations to align CRM with broader goals and fast-cycle delivery.

Job Description

Responsibilities

Lead the delivery of all CRM campaigns, lifecycle programmes, and triggered communications across channels
Translate customer strategy into scalable, automated journeys and campaign plans that drive measurable behaviour change
Design and deliver lifecycle programmes across acquisition, onboarding, activation, retention, and win-back
Own CRM performance, driving continuous optimisation through testing, insight, and data-led decision making
Improve key metrics including conversion, engagement, retention, and customer lifetime value
Embed a customer-first, lifecycle-led approach, increasing the proportion of always-on automated activity
Establish efficient operating models, including agile delivery, prioritisation frameworks, and campaign governance
Collaborate cross-functionally to align CRM activity with broader product, marketing, commercial, and operational goals
Lead end-to-end performance reporting, ensuring clear visibility of campaign impact, funnel progression, and growth contribution
Own CRM platform and data enablement, ensuring robust automation, accurate targeting, high data quality, and reliable reporting

Requirements

Experience leading or supporting a CRM campaign delivery function or team
Proven ability to translate CRM plans into structured, executable campaign activity
Comfortable managing end-to-end delivery of CRM campaigns, from planning through to deployment and performance tracking
Hands-on experience working with CRM or marketing automation platforms to build and execute campaigns
Experience designing and implementing A/B testing within CRM campaigns to support continuous improvement
Strong operational focus, with experience managing delivery plans, timelines, and campaign workflows
High level of accuracy and attention to detail when building, reviewing, and deploying campaigns
Experience working with campaign plans and ensuring activities are delivered in line with agreed priorities and schedules
Understanding of CRM campaign processes, including segmentation, QA, approvals, and deployment
Ability to take strategic or high-level plans and translate them into clear, actionable delivery outputs
Experience working collaboratively with cross-functional teams to ensure campaigns are delivered effectively