CRM Executive

The CRM Executive will play a key role in driving customer engagement, loyalty, and retention across both BIG and Caring Pharmacy brands. The role focuses on designing and executing data-driven CRM strategies, leveraging marketing automation platforms, to influence customer behavior across their lifecycle. You will collaborate with cross-functional teams to align CRM initiatives with business objectives, ensuring a seamless and consistent customer experience. In addition, you will partner with the Business Intelligence team to derive insights from customer data and apply these to optimize CRM programs and campaigns.

KEY RESPONSIBILITIES

• Customer Relationship Marketing and Management (CRM) :
• Lifecycle Marketing : Develop and execute strategies to acquire, nurture, and retain customers across all lifecycle stages
• Loyalty Programs : Support the design, management, and continuous improvement of loyalty programs to drive repeat purchase and engagement
• Retention Strategies : Identify and implement initiatives to minimize churn and increase customer lifetime value
• Database Management : Manage and segment customer data and supporting CRM systems, ensuring data quality and completeness
• Segmentation & Targeting : Leverage marketing automation platform(s) and CDP data to create targeted campaigns and personalized communications
• Campaign Performance : Analyze, track, and report on CRM campaign performance to drive continuous improvement
• Customer Satisfaction : Implement feedback loops to monitor customer satisfaction and identify improvement areas
• Cross-Functional Collaboration :
• Work with cross-functional teams to align CRM strategies with overall business and marketing objectives
• Partner with tech / data engineering teams to maintain membership data accuracy and quality
• Coordinate with marketing, sales, analytics, martech, and product teams to implement and refine CRM initiatives

REQUIREMENTS

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