CRM Executive

Responsibilities

• Build, test and launch automated lifecycle journeys in our CRM platform, from onboarding and treatment reminders through to reorders, lapse prevention and reactivation
• Set up complex, multi-branch journeys using behavioural triggers, segmentation, delays and personalisation across email, SMS, push and in-app
• Plan and deliver one-off and recurring campaigns for Phlo Clinic patients and our B2B services, from brief through to send
• QA everything thoroughly before it goes live: journey logic, links, personalisation, audience, suppressions and approvals
• Monitor journey and campaign performance, spot what's underperforming and fix it
• Run A/B tests on messaging, timing and channel, and turn the results into improvements
• Report on performance against our engagement, retention and revenue KPIs
• Keep our CRM account in good shape: data feeds, segments, templates, consent and suppression lists, and journey housekeeping
• Work with Data and Engineering to make sure the events and attributes you need are available and reliable
• Work with our Clinical team to get patient-facing copy approved and keep communications within healthcare advertising rules

Requirements

• Previous experience building and running CRM or lifecycle programmes in a CRM or marketing automation platform (for example Braze, Customer.io, Iterable, Klaviyo or Salesforce Marketing Cloud)
• Experience building complex, automated journeys with branching logic, triggers and segmentation, not just sending one-off emails
• A fast, accurate builder: you're comfortable shipping at pace and you check your work properly before it goes out
• Confidence with data: you're comfortable with segmentation logic and reading performance results, and you use them to decide what to do next
• Strong organisation, with the ability to juggle multiple campaigns and stakeholders and keep people updated
• Willingness to get stuck in, take ownership and move quickly in a fast-growing business
• An enthusiasm for understanding patient needs and how we take that and build it into a first-class digital healthcare service
• Comfortable using AI tools to speed up your workflow
• Braze experience is beneficial but not essential
• Experience with HTML email, Liquid or similar personalisation languages, or working in a D2C, subscription, healthcare or other regulated environment is a bonus

Benefits

• Salary between £30,000 and £38,000 depending on experience
• Opportunity to work with a Modern Data Stack and evolve analytics with AI capabilities
• Regular collaboration with other teams in the business (marketing, commercial, finance, product, engineering, operations and clinical) to shape and enhance our services
• Company Bonus Scheme: up to 10% depending on performance
• 33 days annual leave (inclusive of 8 bank holidays)
• An extra day of annual leave for every complete year of service, up to 5 extra days
• An extra day off for your birthday to prolong the celebrations
• Pension scheme: 5% employer contribution
• Private Medical Insurance via Vitality
• Bereavement Leave policy covering family, friends, pets and miscarriage