CRM Strategy – Planning Manager

Pharmacy2U Ltd

. Develop and evolve the CRM and customer engagement strategy across the customer lifecycle .

Posted 10/9/2026full-timeLeeds • United KingdomMid-LevelSenior💰 £55,000 - £65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in CRM strategy, customer engagement, and lifecycle management, with a strong focus on data-driven decision-making and stakeholder collaboration. Proven ability to develop and implement strategies that enhance customer acquisition, retention, and lifetime value while ensuring compliance with relevant regulations.

Highest-signal resume keywords

CRM Strategy DevelopmentCustomer Engagement StrategiesData-Driven MarketingStakeholder InfluenceRegulatory Compliance Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle ManagementCustomer SegmentationData AnalysisCustomer Journey OptimisationPersonalisation TechniquesPredictive ModellingCRM PlatformsMarketing AutomationBusiness Case DevelopmentStrategic Planning

Soft Skills

Relationship BuildingInfluencing SkillsCommunication SkillsPresentation SkillsCollaboration

Tools & Technologies

SelligentAcousticMicrosoft Dynamics 365Customer Data Platforms

Certifications & Qualifications

Right to Live in the UKDBS Check

Industry Keywords

HealthcarePharmacyCustomer-Focused SectorsUK GDPRPECR

About the role

Key responsibilities & impact

Develop and evolve the CRM and customer engagement strategy across the customer lifecycle
Identify opportunities to improve customer acquisition, engagement, retention and lifetime value
Build and maintain CRM roadmaps aligned to business and customer objectives
Use customer insight, behavioural data and performance trends to inform strategic recommendations
Define customer segments, lifecycle journeys and audience engagement approaches
Partner with Commercial, Product, Data, Digital and Customer teams to prioritise customer opportunities
Support the growth of the marketable customer database through owned and earned channels
Shape personalisation, customer experience and communication strategies across key customer touchpoints
Define success measures and evaluate the effectiveness of CRM and customer engagement initiatives
Present insights, recommendations and roadmap proposals to stakeholders and senior leaders
Champion customer-centric decision-making and best practice across the organisation
Support a culture of continuous improvement, experimentation and data-driven marketing
Collaborate with Customer, Clinical, Commercial, Product, Data and Marketing teams to align engagement activity with business growth objectives

Requirements

What you’ll need

Extensive experience in CRM, customer strategy or customer lifecycle management roles
Proven experience developing customer engagement, retention and loyalty strategies that deliver measurable business outcomes
Strong understanding of customer segmentation, lifecycle planning and customer journey optimisation
Experience using customer insight and data to identify opportunities and shape strategic roadmaps
Strong analytical skills with the ability to translate data into clear, actionable recommendations
Deep understanding of CRM strategy, personalisation and customer lifetime value drivers
Experience working with CRM and marketing automation platforms, such as Selligent, Acoustic or Microsoft Dynamics 365
Skilled at building relationships and influencing stakeholders across Marketing, Product, Commercial, Data and Operational teams
Commercially minded with experience developing business cases, strategic plans and growth initiatives
Able to lead cross-functional projects and drive alignment through collaboration and influence
Experience working within regulated environments, ideally healthcare, pharmacy or other customer-focused sectors
Strong communication and presentation skills, with the ability to convey complex information to a range of audiences
Knowledge of customer data platforms (CDPs), predictive modelling and advanced personalisation techniques
Understanding of UK GDPR, PECR and customer marketing compliance requirements
Applicants must prove they have the right to live in the UK
All successful applicants will be required to undergo a DBS check

Benefits

Comp & perks

Up to a 10% annual bonus
Competitive contributory pension
Occupational sick pay
Long-service awards
Refer-a-friend bonuses
Professional registration fees covered (GPhC, NMC, CIPD and more)
Cycle to Work and Green Car schemes (subject to eligibility)
Enhanced maternity and paternity pay
Flexible hybrid working to help balance work and home life
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
Strong commitment to CPD, training and professional development
25 days’ annual leave, increasing with service
Buy and sell holiday scheme
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
Regular social events throughout the year
Core hours principle with working hours arranged around 09:30–16:00 core hours