CRM Campaign Delivery & Optimisation Lead

Role:                                      CRM Campaign Delivery & Optimisation Lead

Location:                             Leeds LS15 OR London W1U. We operate a hybrid schedule, Meaning 2-3 days in the office per week.  

Salary:                                 Up to £75,000 per annum + up to a 10% annual discretionary bonus, plus extensive benefits

Contract type:                    Permanent

Employment type:             Full time

Working hours:                  Monday – Friday 37.5 hours per week. 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 1.8 million patients in England manage their NHS prescriptions from requests 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.

The CRM Campaign Delivery & Optimisation Lead is responsible for translating customer strategy into measurable behaviour change through the effective delivery, optimisation, and scaling of CRM campaigns and lifecycle journeys.

Leading both the Campaign Delivery & Optimisation team and the Data & Technology Enablement team, this role acts as the engine of CRM execution, ensuring that programmes are data-driven, automated, and continuously improved. The role is accountable for how campaigns are delivered, how well they perform, and how effectively CRM platforms and data capabilities enable scalable, high-impact customer engagement.

Working in close partnership with Customer Strategy and Go-To-Market teams, the role brings the “how and how well” to life, turning strategic intent into robust, insight-led CRM programmes that drive engagement, performance, and long-term value.

Why you’ll love working with us

We believe great people deserve great support. That’s why we offer a benefits package designed to look after your health, finances, career and life outside work.

Financial security & rewards

·        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)

Family-friendly

·        Enhanced maternity and paternity pay

·        Flexible hybrid working to help balance work and home life

Health & wellbeing

·        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

·        Regular health and wellbeing initiatives

Career growth

·        Strong commitment to CPD, training and professional development

Time off & flexibility

·        25 days’ annual leave, increasing with service

·        Buy and sell holiday scheme

Everyday perks & exclusive discounts

·        Blue Light Card and employee discount platform

·        Exclusive discounts at The Springs, Leeds

·        25% off health & beauty purchases

·        25% off Pharmacy2U Private Online Doctor services

Culture & community

·        Regular social events throughout the year

What you’ll be doing?

·        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

Who are we looking for?

·        Experience leading a CRM campaign delivery function or team, with accountability for output, quality, and performance

·        Proven ability to translate CRM plans and strategy into scalable, structured and executable campaign programmes

·        Strong track record of owning end-to-end delivery of CRM activity, across multiple concurrent campaigns and lifecycle journeys

·         Hands-on experience with CRM / marketing automation platforms to build, deploy, and oversee campaign execution at scale

·         Experience designing and embedding test-and-learn frameworks (A/B and multivariate testing) to drive continuous optimisation

·        Strong operational leadership, with experience defining and improving:

-         campaign workflows

-         delivery processes

-         planning frameworks and timelines

·        Experience scaling CRM delivery, including the development of automated / triggered journeys and reducing reliance on one-off campaigns

·         High level of accuracy and attention to detail, with ownership of QA processes, governance, and delivery standards

·         Experience managing campaign roadmaps, delivery plans, and prioritisation frameworks aligned to business goals

·         Strong understanding of CRM campaign operations, including segmentation, targeting, QA, approvals, and deployment at scale

·         Ability to take strategic or high-level plans and translate them into clear delivery roadmaps, execution plans, and measurable outputs

·         Proven ability to drive measurable performance improvements (e.g. conversion, engagement, retention) through CRM campaign delivery

·         Experience working collaboratively with cross-functional teams to deliver complex, multi-channel CRM programmes

·         Demonstrated experience building, developing, or improving CRM delivery capability, processes, or team structures

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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