CRM Manager

£40,000 per annum

Leeds, West Yorkshire

Role – CRM Manager

Location – Leeds

Salary – £40,000 per annum

About Us

Pharmacy2U is the UK's first and largest online pharmacy, we're a market leader in the pharmacy world, with 20 years’ experience, helping over 600,000 patients in England manage their NHS repeat prescriptions from request through to delivery. Our aim is to further disrupt the industry for the benefit of patients with leadership that is passionate about building the skills and expertise of our teams- “come and join the rocket ship”- CEO Mark Livingstone.


We have a fantastic opportunity, for a CRM lead to join out our group customer retention team. In this newly created role, you will shape, plan, execute and measure best-in-class retention campaigns across multiple channels to drive engagement and retention of our customer base. You will collaboratively work closely with our content, trading, marketing and development teams, to ensure a seamless journey, customer experience and conversion. An exciting time to join our rapidly growing business!


- Define, implement, manage and optimise customer campaigns within a framework of intelligent segmentation and across existing and new communication channels e.g. email (trigger/automated/campaign), push notifications, in-app and instant messaging, SMS etc.

- Responsible for the email marketing process, including end-to-end management & co-ordination from planning to briefing design & content teams, through to email build, sending using our ESP, and reporting

- Defining segments through rigorous a test and learn approach, whilst growing trigger campaigns and programme revenues

- Forecasting revenue targets by campaign and period to ensure strategic business and commercial objectives are met including CTR, CTO, & CVR KPI’s

- Work with our data and technology partners relationship, ensuring the technology is being used to its full potential

- Lead cyclical feedback meetings sharing best practice & knowledge across internal teams, including design, content and merchandising, to ensure that email performance is continuously optimised

- Deliver weekly, monthly, quarterly and ad hoc reports highlighting achievements, insights and lessons learnt to inform & execute an on-going email testing plan to further drive performance improvement, covering subject lines, content, layout and segmentation

- Keeping up-to-date with wider digital media trends and developments, bringing fresh ideas to the business

- Creation and delivery of Retention campaigns to key customer segments (on time and to budget)

- Growth in website/app traffic, increase retention, frequency of shop and customer lifetime value

- Test & learn programme across all channels, existing and new, to optimise spend, reach and ROI

- Enhance the brand impact, values and key messages across all digital touchpoint

- Create robust measurement framework


- Degree or equivalent ideally in a Marketing related field

- Experience with analytical tools (Google Analytics, Facebook Business) Understanding of GDPR and CRM specific data regulations and how to work with this across digital channels.

- Excellent oral, verbal & written communication skills and strong proficiency in Microsoft Excel and Word

- Strong analytical, technical & mathematical abilities

- Ability to operate at both strategic & operational levels

- Results driven and comfortable working in a very fast paced environment

- Basic html for email coding would be desirable

- Prior experience building and managing customer retention/loyalty programme

- Strong hands-on channel management (email, push, direct marketing, SMS)

- Data-driven and decision making

- Creative eye for detail (imagery, copy, style-guide)

- Good judgement and confident decision maker

- Strong communicator; selling an idea, internally and externally

- Resilient and organised

What are you waiting for? Apply today!

Applicants must be able to prove they have the Right to Work in the UK