Keynsham or Dunfermline – Hybrid with occasional international travel.

Healthy animals and happy owners – that’s the goal.

We are IVC Evidensia, and we are on a mission to build the world’s best veterinary group. Investing in people, premises and processes, we deliver outstanding care in around 2,500 locations globally.

We are looking for a CRM Manager to join us in our mission and be responsible for managing and optimising the entire customer journey through the delivery of an innovative client engagement strategy.

Collaborating with cross-functional teams to map out the end-to-end customer journey. The CRM Manager will also support the acquisition team in driving new client growth and lead conversion.

The CRM Manager will play a key part in the development and implementation of data-driven technical solutions that drive CRM objectives such as building customer loyalty, increasing lifetime value, and developing engaging content.

In return, you will benefit from:

• Hybrid working environment in a dog-friendly office
• 5 weeks holiday, plus bank holidays
• Your birthday as a paid day off each year
• Cycle to work scheme
• Discounted staff pet care
• Company pension
• EAP and supportive well-being programmes
• Single Private Healthcare
• Family-Friendly policies

Day to day, the CRM Manager will be involved in:

• Develop and implement a multi-channel CRM strategy.
• Define customer and pet lifecycle stages and develop engagement and churn strategies.
• Identify target audiences, build segmentations and deliver personalised marketing programs.
• Plan and manage day-to-day CRM marketing campaigns, automations, segmentations, onsite personalisation, and product recommendations.
• Develop a continuous test and learn strategy.
• Report on KPI improvement, ROI, and business impact, identifying trends, patterns, and opportunities for improving customer experience and campaign effectiveness.
• Devise and implement strategies to support the launch of subscription and loyalty programs.
• Implement and maintain CRM best practices.

Ideally, the CRM Manager will have:

• Technical CRM skills, including SQL experience (You will be setting up new and updating existing segments using basic SQL)
• Experience in delivering successful client retention strategies (ideally within a subscription or loyalty-based business) utilising client data.
• A strong understanding of database structure.
• Have experience in email scripting languages (for dynamic content).
• Experience working in a customer relationship management role.
• Experience producing strategies to increase customer retention and reduce churn.
• Managed campaigns in several geographical markets.
• Excellent communication, leadership and stakeholder skills.
• Substantial knowledge in CRM segmentation, campaign management, direct marketing, offer management, data mining, interactive marketing, database marketing, and email marketing.

Following receipt of your application, you will be contacted by one of our experienced recruitment team.

As a BAME and LGBTQ+ inclusive employer, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.