CRM Manager, eMed Healthcare

• Expertise in social media and community management
• Experience in developing CRM strategy and using Braze and Microsoft Cloud platforms
• Creativity: Brings new, exciting ideas to the team. Has an eye for quality design, both words and pictures. Is capable of writing both short and long form copy
• Adaptability: We value employees who can adapt to changing circumstances and are open to new ideas and approaches. Who is willing to learn (what are likely to be new tools and programmes)
• Responsive & Proactive: We seek individuals who take the initiative to identify and address challenges and opportunities without always needing explicit direction. A proactive mindset is essential for driving innovation and growth within our company
• Team Player: Collaboration is at the heart of our organisation. We are looking for individuals who can work effectively in teams, respect diverse perspectives, and contribute positively to group dynamics. A willingness to support and motivate colleagues is highly valued
• Has a positive mindset, good attention to detail, highly organised, and is articulate and confident (likely to engage with senior stakeholders from an early stage)

Desirable

• The successful candidate will sit within the Marketing team, and be responsible for SheMed CRM and Digital communications platform
• The role will be integral in retaining existing customers and gaining new customers across our CRM and digital channels.
• The role holder will lead on developing the strategy for prospecting customer acquisition, conversion, retention, nurturing etc.
• You will be responsible for creating campaigns and working on their implementation from start to finish, and will be creatively minded, having a critical eye for what is allowed within our brand guidelines
• Whilst based in the marketing team, this role will require excellent networking skills with other departments in order to engage with the wider organisation in developing marketing strategies to share business insights and engage clinicians in writing content for the SheMed blog and creating personable content for social media and CRM
• CRM: Develop new strategies to support our key priorities:
• Retention - Define the strategy to retain our existing customers across our weight management programme and private clinic services
• Prospecting - How do we engage the prospective weight management customers to sign up to our programme and update our whole audience base with news on services, tips, advice through a newsletter
• Onboarding - Ensure that all SheMed account and appointment emails are up to date, on brand and scheduled correctly
• Community Management: Responding to social media messages and comments in a timely and professional manner. Working closely with clinical teams on some responses
• Reporting and Analytics: Analysing the performance of our CRM channels and campaigns in order to drive continuous growth and engagement. Sharing insights of different audiences and content engagement to a wider marketing team
• You’ll be the go-to person on CRM, liaising with cross-functional teams (sales, marketing, data) to advise on best practice, strategy, and to ensure a consistent customer experience
• Campaign Management: Plan, execute, and measure the effectiveness of customer communication campaigns. Adjust strategies based on campaign performance and customer feedback
• Oversee marketing automations, ensuring these are optimised and running effectively
• Audiences: Supporting in the development of member cohorts for each channel
• Analysing customer data, identifying trends and opportunities, and presenting back to internal stakeholders
• You’ll define and monitor key performance metrics, ensuring the CRM program is optimised and consistent
• Collaboration: Work closely with a range of team members to drive business growth:
• With external agencies supporting marketing initiatives at SheMed
• With the Brand and Content Manager who will support in developing relevant content for CRM campaigns, you will also be required to write this content yourself
• With the wider marketing team to plan, curate, create and manage the SheMed email content calendar – to drive growth and engagement across all this channels, showcasing stories about SheMed’s successes and our clinicians expertise, targeted at a wide range of audiences
• Additional Support - Providing ongoing and ad hoc support across a range of marketing projects, including external campaigns, email marketing campaigns, event management etc