CRM Manager

Medivet • Full-time • Watford, England, United Kingdom • 4d ago

As CRM Manager you’ll help take our customer engagement to the next level at Medivet Group, lining into the Senior CRM & Client Data Manager, within the Growth Team, delivering a smarter, data driven and more impactful CRM programme.

This role is all about helping shape and activate the customer lifecycle – from first visit to loyal advocate – across email, SMS and direct mail. You’ll bring deep experience in CRM strategy and execution and be confident supporting everything from always-on triggers and reactivation journeys to hands-on build and delivery. You’ll ensure there’s a clear and prioritised roadmap that drives performance across campaign, always on and partner CRM campaigns to support business goals and keep the client/ customer at the centre of every touchpoint.

What You’ll Do

Deliver CRM campaigns across Email, SMS and Direct Mail—ensuring accurate targeting, compelling creative and timely delivery.

Own the day-to-day planning and execution of our lifecycle journeys (onboarding, lapsed, reactivation), delivering automated programmes that improve engagement and repeat visits.

Own the CRM delivery roadmap—balancing always-on programmes, BAU campaigns and project-led innovations that support clinic and business growth.

Manage a CRM Executive—providing clear direction, prioritisation and feedback to support delivery and skill development.

Monitor daily core CRM metrics (open/click rates, unsubscribes, bounce rates, conversions, reactivations and revenue) and use insights to drive campaign optimisation.

Collaborate across Digital, Local Marketing, Campaigns and IT to ensure CRM activity is integrated and aligned with broader plans.

What You’ll Bring

Proven experience in a CRM, retention or lifecycle marketing role, ideally within a B2C, multi-channel environment.

Hands-on experience with Microsoft Dynamics CRM – including campaign setup, automation, segmentation, and reporting.

Proficiency in GA4 – with the ability to analyse and communicate CRM performance across engagement and commercial KPIs.

Confident working with large-scale customer datasets and collaborating closely with data teams.

A commercial mindset – you understand and can demonstrate how CRM drives business outcomes like frequency, revenue and loyalty.

Exposure to martech vendor evaluations or migrations would be a big plus.

A natural collaborator – comfortable working with cross-functional teams across Growth, Data, Digital, Campaigns, Brand and Local Marketing.

Why Medivet

Joining Medivet means becoming part of a nationwide community that puts care at the heart of everything we do. You'll work with a collaborative, people-first team where your expertise will be valued and your work will make a genuine impact on the lives of our colleagues and the animals they care for.

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