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: £65,000 - £75,000 per annum DOE, + 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 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

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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