CRM Operations Lead

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 1.4 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day. 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 Operations Lead is pivotal in enhancing our customer engagement and is responsible for ensuring our campaign management systems are optimised and effectively utilised to drive our marketing efforts., Ensure CRM campaign management systems are correctly set up to enable maximum automation and support sophisticated campaign strategies

Regularly review/update system configurations to align with marketing strategies

Leverage system capabilities to create automated workflows & personalised customer journeys

Provide training & ongoing support to the team

Monitor system usage to ensure adherence/enforce correct usage/prevent misuse

Identify and implement sustainable, efficient solutions, balancing implementation time frames with downstream process efficiency

Continuously evaluate and improve CRM processes

Own and manage the development roadmap

Oversee the integration of diverse data sources to enrich the CRM database & enhance data-driven decisions

Collaborate with MI/BI, IT, Marketing, and other departments to develop and maintain a strategic roadmap for CRM development, ensuring alignment with business goals

Manage CRM development projects from concept to completion, ensuring timely delivery and high-quality outcomes

Extensive experience in CRM database management, Multi-Channel Campaign Management systems, or similar

Demonstrable experience in a senior role within CRM, developing & delivering multi-channel data-driven campaigns using marketing automation tools

Experience of working in a highly complex, dynamic, and pressured environment, delivering targets to tight deadlines with high levels of accuracy

Experience of working in a team and with Marketing / Commercial / Technical teams / 3rd Party Providers

Demonstrable experience replatforming a CRM system in a complex data environment

A Level or Degree (or Equivalent)

Strong knowledge of E-Commerce/Platforms/3rd party add ons

Strong technical background

Project management experience, process driven

Ability to influence and negotiate

Proficiency with Multi Channel Campaign Management systems such as Marigold Engage, Mapp or similar

Strong understanding of database management, SQL, and data integration processes

Ability to analyse and interpret complex data sets to derive actionable insights

Excellent communication skills,

High level of accuracy and attention to detail

Strong problem-solving skills

Strong understanding of compliance standards and best practice

Strong commercial mindset, constantly focussing on delivering value to customers, and commercial value

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., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

Employee discount site

Discounted gyms (via our blue light card and benefits schemes)

Employee assistance programme

In-house mental health support

Free onsite parking

Health and wellbeing initiatives

Social events throughout the year

Cycle to work scheme

Green car scheme

• (subject to minimum earnings)


Registration fees paid (GPhC, NMC, CIPD etc)

Long service bonus

Refer a friend bonus

Blue light card

Hybrid working

Commitment to CPD/training

25 days annual leave increasing with service

Annual leave buy and sell scheme

Discounts & Exclusive offers at The Springs, Leeds

25% Discount & health & beauty purchases

What you'll be doing?