CRM Strategy & Planning Manager

Responsibilities

• 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 prioritise customer opportunities.
• Support the growth of the marketable customer database through owned and earned channels.
• Shape personalisation, 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.

Requirements

• 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 optimisation
• 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, personalisation 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

Preferred

• Experience within healthcare, pharmacy or other highly regulated industries
• Knowledge of customer data platforms (CDPs), predictive modelling and advanced personalisation 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

Benefits

• 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)
• Enhanced maternity and paternity pay
• Flexible hybrid working to help balance work and home life
• 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