CRM Lead

📋 Description

• • Are you a seasoned CRM expert with a passion for transforming customer engagement in a rapidly evolving and impactful industry? Montu UK Limited is seeking a dynamic CRM Lead to spearhead our efforts in enhancing customer loyalty, retention, and overall lifetime value through innovative CRM strategies. This is a unique opportunity to join a mission-driven organization dedicated to improving patient lives through cannabis therapies and setting new benchmarks in Cannabis Care.
• • As the CRM Lead, you will be instrumental in shaping and executing comprehensive CRM strategies that span the entire customer lifecycle. Your primary objective will be to maximize patient retention, elevate customer lifetime value (LTV), and drive conversion rates through intelligent, data-driven initiatives. You will foster strong collaborations with key departments, including pharmacy, marketing, clinical services, and customer support, to ensure a seamless and exceptional patient journey at every touchpoint.
• • Your responsibilities will encompass the design and deployment of multi-channel CRM campaigns, leveraging channels such as email, SMS, and in-app messaging to connect with our patient base effectively. You will be tasked with developing sophisticated lifecycle strategies aimed at significantly boosting patient engagement, retention rates, and LTV, ensuring our patients feel valued and supported throughout their treatment.
• • A critical aspect of this role involves optimizing our CRM systems to enhance data capture capabilities, enable precise customer segmentation, and facilitate deeply personalized customer journeys. You will implement and rigorously monitor A/B testing frameworks, translating performance data into actionable insights to continuously refine our strategies and improve campaign effectiveness.
• • You will be expected to translate complex data sets into clear, actionable audience insights and contribute to the development of predictive models. This will involve owning the end-to-end CRM reporting process, delivering comprehensive insights to stakeholders, and driving cross-functional performance improvements based on data analysis.
• • Building robust CRM automations triggered by specific events, behavioral signals, and patient risk profiles will be a key deliverable, ensuring timely and relevant communication. You will also be responsible for establishing and managing feedback loops, implementing journey surveys, and developing proactive churn prevention strategies to retain our valuable patient community.
• • Identifying and capitalizing on opportunities for upsell, cross-sell, and patient reactivation will be crucial for driving growth and maximizing patient value. Furthermore, you will play a vital role in providing essential training and establishing governance protocols to ensure best practices in CRM utilization and platform adherence across the organization.
• • This role requires a strategic thinker who can also execute tactically, working hands-on with CRM tools and collaborating closely with analytics and Business Intelligence teams to ensure data integrity and leverage advanced analytical capabilities. Your expertise will directly contribute to Montu UK's mission of transforming lives by improving patient access to safe and effective cannabis-based medicines, leveraging innovative technology and high-quality clinical care.