CRM & Lifecycle Lead

Location:

Daresbury Business Park | Onsite

Permanent

Fox Group International are one of the leading providers of aesthetic, cosmetic and pharmaceuticals products. We are a beauty & aesthetic business that have disrupted the market with an innovative e-commerce platform. With a number of industry leading brands, and international reach, our success and growth over recent years has been significant and shows no sign of slowing. Boasting a very down to earth and supportive culture, we offer an enviable opportunity to develop your skills in an innovative business at the cutting edge of commerce.

Do you love turning customer data into campaigns that make a real commercial difference? We're looking for a CRM & Lifecycle Lead to own the customer lifecycle strategy across Fox Pharma and Med Fx. You'll combine strategic planning with hands-on delivery, using segmentation, personalisation and automated journeys to improve conversion, retention and customer value. You'll drive repeat purchasing, cross-sell and reactivation, and see the results of your work in the numbers.

• Develop and deliver a prioritised CRM roadmap aligned with commercial targets, brand priorities and customer needs.
• Identify opportunities to improve the customer journey from registration and verification through to purchase, retention and advocacy.

• Build and optimise automated journeys covering onboarding, first purchase, repeat orders, replenishment, abandonment and reactivation.
• Develop cross-sell journeys that increase multi-brand purchasing and introduce Med Fx customers to relevant Fox-owned brands.

• Plan, build, test and deliver email campaigns across Fox Pharma and Med Fx, supporting product launches, education and promotional activity.
• Manage the CRM calendar, ensuring accurate targeting, personalisation, tracking and timely delivery.

• Use customer behaviour, purchase history, engagement and value to create relevant audiences and tailored communications.
• Develop targeted activity for high-value, at-risk and lapsed customers, balancing commercial opportunities with contact frequency.

• Connect Education Hub engagement with relevant product education, recommendations and follow-up journeys.
• Work with Business Development to establish lead-scoring criteria and clear handovers for customers requiring direct support.

• Maintain consent, preference and suppression rules, ensuring communications meet relevant privacy and marketing requirements.
• Work with technical partners to improve integrations, database quality, email deliverability and journey documentation.

• Monitor campaign and lifecycle performance, using structured testing to improve conversion and commercial outcomes.
• Report on revenue, retention and customer value, assessing incremental impact where possible and recommending improvements.

• Work with Marketing, Ecommerce, Commercial and Business Development to coordinate customer communications and growth activity.
• Ensure campaigns reflect stock availability, margin priorities and customer eligibility, sharing insights across teams.

• Proven experience in CRM, lifecycle or retention marketing within an ecommerce environment.
• Dynamics 365 experience is essential.
• Hands-on experience building email campaigns and automated customer journeys. .
• Strong understanding of segmentation, personalisation, behavioural triggers and customer value.
• Confident using CRM platforms, reporting tools and performance data to identify opportunities.
• Working knowledge of consent, data governance and email deliverability.
• Ability to combine strategic ownership with detailed, accurate execution.
• Strong communication, organisation and cross-functional stakeholder management skills.

It would be advantageous if you have:

• Experience in regulated, healthcare, aesthetics or professional-only ecommerce