CRM Manager (Maternity Cover FTC) Job at Healthxchange (London)

Job Description

As the CRM Manager (Maternity Cover), your primary objective is to deliver and optimise the CRM strategy and roadmap already defined for 2026, ensuring consistency, continuity and best in class execution across all CRM channels. You will be responsible for maintaining existing processes, executing planned CRM initiatives, and optimising ongoing activity that supports customer conversion, retention, engagement and satisfaction across both B2B and B2C audiences. You will have ownership of Email, SMS, loyalty and segmentation activity, ensuring delivery in line with the established CRM framework and ongoing strategy.

Job Responsibility

CRM Strategy Delivery: Execute and optimise the CRM strategy across B2B and DTC
CRM System Management: Oversee the CRM system, ensuring data accuracy, troubleshooting issues, and implementing system enhancements
Support the role out of any CRM system upgrades or migrations
Customer Segmentation: Analyse and interpret customer data to segment and target specific customer groups effectively from a B2B and DTC basis
Campaign Management Deliver and optimise multi channel CRM campaigns (Email, SMS, loyalty and automations)
Maintain and build on existing campaign templates, workflows and channel best practices
B2B Communications: Support transactional communications, event comms and business updates for the clinic database
Execute planned lead‑generation and prospect nurturing initiatives
Third-party Management: Manage relationships with established third party partners including loyalty, referrals, SMS and reviews providers
Reporting and Analysis: Generate and interpret CRM performance reports, presenting insights and recommendations to stakeholders for continuous improvement
Automated customer journeys and flows: devise and create automated flows to drive desirable outcomes
Cross-team collaboration: work closely with marketing, academy and commercial teams to ensure CRM strategy is aligned and optimised to work alongside other customer touchpoints and strategies
Team management: Manage 1 CRM Executive who will support on email building and reporting, and upskill to work independently across multiple brands
Compliance: Ensure GDPR best practices applied across channels and brands
Be the customer champion and provide actionable insight to the rest of the marketing team and wider business to enable customer first decision making

Requirements

Bachelor's degree in Marketing, Business or related field
Minimum 3 years’ experience in CRM or digital marketing
Previous experience supporting or managing CRM platform migrations (e.g., data migration, journey rebuilds, template recreation, stakeholder coordination)
Strong analytical skills and ability to work with data to make informed decisions
Familiarity with customer behaviour, lifecycle marketing and journey mapping
Excellent communication skills, both written and verbal
Strong organisational skills and ability to manage multiple deadlines
Experience collaborating with cross functional teams
Problem solving skills with a focus on optimising processes

Nice to have

Experience with Emarsys or Salesforce Marketing Cloud is highly advantageous
Experience working with loyalty, referral or review platforms
Understanding of GDPR and data privacy best practice
Experience with people management

What we offer

Company pension
annual performance bonus
25 days holiday plus bank holidays (and increasing with service)
staff discount
staff social events
access to Health Assured EAP

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CRM Manager (Maternity Cover FTC)

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