Job Specifications
About Rightangled
Rightangled is a dynamic and fast-growing online pharmacy that prioritises customer care and innovation in healthcare delivery. We are committed to providing customers a seamless, safe, and efficient service. We offer prescription medications, over-the-counter products, and personalised healthcare services.
Role Overview
The CRM & Marketing Automation Manager will take ownership of the customer relationship from a marketing perspective, focusing on maximising lifetime value, customer satisfaction, and engagement. This role blends technical expertise in CRM platforms and marketing automation with strong communication skills, ensuring customers receive tailored, timely, and effective interactions that increase loyalty and retention.
The mission is to build long-term relationships with customers through segmentation, personalised campaigns, and strategic communications that improve NPS scores, satisfaction, and subscription stickiness.
Key Responsibilities
Develop and manage the end-to-end customer experience from conversion onwards, ensuring customers feel supported, engaged, and valued
Design, implement, and optimise marketing automations across the customer journey to improve retention, loyalty, and repeat purchases
Segment customers based on behaviour, demographics, and engagement data to deliver personalised campaigns and communications
Build and execute retargeting strategies for existing customers to drive upsell, cross-sell, and subscription renewals
Collaborate with the Customer Service team to identify customer pain points, issues, and feedback, translating these insights into marketing strategies
Plan and launch customer campaigns, including newsletters, product updates, and tailored communications
Monitor and improve customer satisfaction and Net Promoter Score (NPS) through targeted initiatives
Analyse CRM and campaign data to measure effectiveness, reporting on key metrics such as churn rate, customer retention, and lifetime value
Maintain strong working knowledge of e-commerce and subscription models to drive strategies that extend customer lifecycle
Stay up to date with trends in CRM, marketing automation, and customer engagement best practices
Requirements
Requirements
Experience: 3-5+ years in e-commerce marketing with a focus on CRM, customer retention, and marketing automation
CRM Expertise: Hands-on experience with platforms such as HubSpot, Zendesk, or Salesforce (essential)
E-commerce Knowledge: Proven experience in managing CRM and marketing automation
Subscription Model Experience: Experience in an e-commerce subscription model environment
Automation Skills: Strong track record in building and managing marketing automations for lifecycle management and customer engagement
Communication Background: Excellent communication skills, with experience creating and managing customer-facing content (emails, newsletters, campaigns)
Data-Driven: Skilled in customer segmentation, campaign analytics, and reporting to optimise performance and ROI
Customer-Centric Mindset: Passion for improving NPS, satisfaction, and long-term loyalty through personalised customer interactions
Platform Knowledge: Familiarity with Shopify (required) and its integration with CRM/automation tools
Nice to Have:
Community management experience (forums, groups, or social platforms)
PR background, particularly in building brand reputation and customer engagement
Benefits
Why Work With Us?
At Rightangled, we are committed to creating a dynamic, innovative workplace where every team member has the opportunity to make a real impact. You'll be joining a growing company that's at the forefront of healthcare innovation, with the chance to contribute to exciting projects that are transforming patient care.
What We Offer
20 days holiday plus UK Bank Holidays
Annual discretionary performance bonus
Access to cutting-edge technology and tools to support your work
Pension scheme
Employee discounts on our healthcare products
Opportunities for personal and professional development within a forward-thinking company
About the Company
Rightangled is a Gphc and CQC registered Medtech company, based in Hammersmith, London and specialised in personalised medicine. Having launched various products in the "at-home" testing market, the company is now moving into the online pharmacy space with a core focus on quality, affordability, and speed of delivery.
Rightangled's mission is to enable the use of digital technologies to accelerate the delivery of personalised healthcare to the masses.
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