At a Glance
- Tasks: Lead CRM campaigns and optimise customer engagement strategies for a leading online pharmacy.
- Company: Join the UK's largest online pharmacy with a commitment to patient care and colleague experience.
- Benefits: Enjoy competitive salary, hybrid working, health perks, and professional development opportunities.
- Other info: Be part of a certified B Corp with a focus on social and environmental responsibility.
- Why this job: Make a real impact in digital healthcare while growing your career in a supportive environment.
- Qualifications: Experience in CRM campaign delivery and strong leadership skills required.
The predicted salary is between 75000 - 75000 £ per year.
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:
- 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, and planning frameworks.
- 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.
Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check.
CRM Campaign Delivery & Optimisation Lead in London employer: Pharmacy2U
Join a leading online pharmacy that prioritises colleague experience and social responsibility, offering a supportive work culture in Leeds or London. With a competitive salary, extensive benefits, and a strong commitment to professional development, you'll thrive in an environment that values your contributions and promotes work-life balance through flexible hybrid working. Enjoy regular social events, health initiatives, and exclusive discounts while making a meaningful impact on patient care.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Campaign Delivery & Optimisation Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their CRM strategies and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills can drive measurable performance improvements in CRM campaigns. Use specific examples from your past experiences to showcase your impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission.
We think you need these skills to ace CRM Campaign Delivery & Optimisation Lead in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of CRM Campaign Delivery & Optimisation Lead. Highlight your experience with CRM platforms and campaign management, and don’t forget to showcase any data-driven successes you've had!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your skills align with our mission at StudySmarter. Be genuine and let your personality come through.
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to drive measurable performance improvements. Use metrics where possible to show how you’ve made an impact in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role promptly!
How to prepare for a job interview at Pharmacy2U
✨Know Your CRM Inside Out
Make sure you’re well-versed in CRM systems and marketing automation platforms. Brush up on your knowledge of how these tools work, as you'll need to demonstrate your ability to lead CRM campaigns effectively. Be ready to discuss specific examples of how you've used these platforms to drive engagement and performance.
✨Showcase Your Leadership Skills
As a CRM Campaign Delivery & Optimisation Lead, you'll be leading teams. Prepare to share your experiences in managing teams and driving results. Think of specific instances where you’ve improved campaign workflows or led successful projects, and be ready to explain your approach to leadership and collaboration.
✨Data-Driven Decision Making
This role requires a strong focus on data and optimisation. Be prepared to discuss how you've used data to inform your decisions in past campaigns. Bring examples of A/B testing or multivariate testing you've implemented, and how those insights led to measurable improvements in campaign performance.
✨Align with Company Values
Familiarise yourself with the company’s mission and values, especially their commitment to patient-centric care and social responsibility. During the interview, express how your personal values align with theirs and how you can contribute to their vision of being a world-leading digital healthcare provider.
