CRM Executive

We’re looking for an experienced Customer Lifecycle and CRM Executive to join our marketing team at Phlo. You will be joining a highly ambitious, fast-moving, and passionate marketing team with big ambitions to change the future of healthcare in the UK. This is a hybrid working role with a requirement to work at least one day a week from our office in central Glasgow.  

This is an exciting opportunity to join Phlo during a period of rapid growth and utilise your skills to help us build a superior digital healthcare service for our patients across Phlo’s growing portfolio of services. This includes our NHS pharmacy service (Phlo Digital Pharmacy), private healthcare service (Phlo Clinic), female healthcare service (Hello Eve) and our B2B service (Phlo Connect).  

As a CRM Executive, you will be at the forefront of our CRM transformation programme as we continue to rapidly scale the business. You will also be an integral part of building our engagement and retention strategies and funnels, using your expertise and skills to deeply understand each part of the patient lifecycle to design and build multi-channel, data-driven strategies and campaigns to ensure that our patients stay with Phlo for the long-term.  

This role offers an excellent blend of strategic oversight and hands-on implementation. We’re looking for someone who is proactive, energetic, has a keen eye for data, problem-solving and spotting areas for opportunity and improvement. You’ll enjoy working closely with stakeholders and be an excellent proactive communicator. 

You will be an integral part of Phlo’s marketing team, reporting into the Head of Product Marketing (Product Marketing Manager) and working closely with our brilliant clinical, product and engineering teams to drive a first-class digital patient experience.  

On a day-to-day basis you will be involved in the following:  

• Leading on the migration of Phlo’s existing CRM system to our chosen new platform and assist in leading the onboarding process across Phlo’s various teams and stakeholders 
• Leading the set-up of our new CRM platform, ensuring that we are set up for success and managing any requests and/ or technical dependencies  
• Planning, executing and optimising multi-channel engagement and retention campaigns (email, SMS, Push, in-app notifications etc) to increase patient engagement and retention across the funnel 
• Building and managing intelligent campaigns designed to reduce patient churn and encourage reactivation  
• Managing our patient data pipelines, automations and be responsible for our overall account maintenance, hygiene and growth.  
• Using data analytics and customer insights to conduct advanced segmentation, personalise messaging and optimise our retention funnels and increase our customer lifetime value (CLTV). 
• Innovation and experimenting – regularly test new ideas, channels and strategies to find new ways to engage our patients to maximise LTV and reduce churn 
• Cross brand management – manage our unique patient needs and communication strategies relative to the Phlo brand and offering. Identify opportunities for cross-brand promotion  
• Reporting – track performance against KPI’s, build automated reporting within the CRM platform and drive results relative to Phlo’s growth and retention targets  
• Helping to shape the future of our CRM strategy by collaborating with data teams, user research, marketing and clinical teams to drive best in practice strategies  

The Person

Our ideal candidate will have:

• Proven experience in managing or implementing CRM systems
• Experience in building customer activation, engagement, and retention strategies across the customer lifecycle 
• Strong project management and communication skills with the ability to manage multiple products and brands at once.  
• You excel at working cross-functionally and can manage multiple stakeholders across different business areas and disciplines. 
• Data-driven and can use data insights gathered to inform product marketing strategies and tactics to drive commercial decision making
• Results orientated mindset with a focus on driving revenue and achieving business growth objectives.  
• Quick to adapt to changing market needs and a passion for deeply understanding customers pain points and working to tight deadlines.

And in joining Phlo, you’ll receive: 

• Salary between £30,000-£35,000 DOE
• A highly supportive team environment and uncapped opportunity for career and progression and development
• Employee share options scheme to benefit from our future success 
• 33 days annual leave inclusive of bank holidays  
• An extra day of annual leave for every complete year of service up to 5 extra days 
• An extra day off for your Birthday every year to prolong the celebrations 
• Pension scheme – 5% employer contribution 
• Share options scheme to benefit from our future success 
• Bereavement Leave policy covering family, friends, pets, and  miscarriage. Enhanced Maternity, Paternity and Adoption Pay after 1 year of service 
• Charity Day to support a cause that’s important to you  
• Dependant Leave to take care of the people that rely on you 
• 8 x free professional counselling sessions to support your mental health 
• Perkbox membership for discounts and points 
• £500 Employee Referral Scheme 
• Hybrid working, casual dress code and a great culture 

 These are our current benefits and they’re likely to grow as we do. 

The Logistics 

We are headquartered in the Clockwise building in Glasgow City Centre where we have a small co-working space. We have adopted a hybrid working model of circa 4 days from home and 1 day in the office. We are open to flexible working options. Please let us know your preferences on the application form.  

Interested? Please apply now 

About Phlo 

Phlo is building the next generation of healthcare services in the UK. We have recently scaled to grow our healthcare product and service offerings across the UK. These include an NHS digital pharmacy service, multiple e-commerce healthcare brands a B2B technology offering, Phlo Connect. We operate on our three strategic pillars of great engineering, great design and great patient care.  

We have recently been recognised by wired.com and HSBC UK as a 2023 Trailblazer due to our commitment to innovation in the healthtech space and our patient-centric approach.no  

To deliver great service to Phlo’s patients we're building a company that’s reflective of their diversity. We’re an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.  

For more information about Phlo visit: www.wearephlo.com, www.phloconnect.com or check out our socials and Trustpilot reviews!