Loyalty and CRM Manager

About PHX Ireland and PHOENIX Group

PHX Ireland Group is a premier integrated healthcare provider in Ireland comprising United Drug, LloydsPharmacy Ireland, and TCP Homecare, serving over 500,000 patients annually, with extensive pharmacy and distribution infrastructure. PHX is part of the larger European PHOENIX group known for comprehensive healthcare provision across multiple countries.

Company Culture

PHX Ireland champions an inclusive culture where individuality fuels innovation and collaboration. The organization upholds six core values: Customer focus, Quality, Collaboration, Ambition, Innovation, and Inclusivity. It promotes a supportive workplace prioritizing family-friendly policies, generous discounts, pension contributions, wellbeing programs, and a welcoming environment.

Role Overview

The Loyalty and CRM Manager will spearhead the McCabes Pharmacy loyalty app and CRM operations, focusing on enhancing customer retention, engagement, and loyalty through strategic initiatives and cross-functional cooperation. The role is pivotal in connecting Marketing, Procurement, and eCommerce teams and collaborating with the corporate Digital Hub to maximize loyalty programs and CRM effectiveness.

Key Responsibilities

• Manage and optimize the loyalty mobile app experience involving personalized offers, notifications, coupons, content, and shopping features.
• Serve as the central liaison among Category Management, Marketing, eCommerce, and the corporate Digital Hub for CRM and loyalty activities.
• Develop and implement annual CRM and loyalty strategies with clear KPIs for registrations, engagement, spending, retention, and active customers.
• Oversee planning and execution of CRM campaigns and marketing automation to boost customer acquisition and lifetime value.
• Lead all phases of campaign management including planning, creative coordination, segmentation, setup, A/B testing, optimization, and reporting.
• Collaborate with promotions management to enhance planning, forecasting, coupon distribution, and performance analysis.
• Utilize customer, transactional, and behavioral data for targeted marketing strategies and improved customer journeys.
• Work alongside eCommerce to integrate campaigns and enhance the digital shopping experience.
• Monitor and analyze campaign outcomes to continually enhance CRM and loyalty efforts.
• Partner with Digital Hub teams to prioritize feature development, data integration, and platform enhancements.
• Foster strong relationships with stakeholders locally and across 16 PHOENIX Group markets sharing best practices and innovations.

Required Qualifications and Skills

• Minimum 3 years’ experience in CRM, loyalty, or retention marketing preferably in retail, FMCG, or pharmacy-like sectors with data-driven focus.
• At least 5 years’ experience in a commercial retail environment.
• Proven expertise managing email, SMS, push notification marketing campaigns.
• Experience with marketing automation or CRM platforms.
• Ability to interpret complex customer data into actionable marketing plans.
• Comfortable analyzing data, segmenting audiences, and presenting insights.
• Strong grasp of customer lifecycle management and loyalty program structures.
• Commercially minded with focus on retention, ROI, and revenue impact.
• Effective stakeholder communication and collaboration skills including working with international teams.
• Proficiency in Microsoft Office tools.
• Strong analytical, problem-solving, communication and organizational skills.
• Capability to manage multiple concurrent projects.
• Willingness and ability to travel to retail outlets.

Additional Information

PHX Ireland maintains a commitment to inclusivity and accessibility throughout the hiring and interview process, encouraging applicants from diverse backgrounds to apply and offering accommodations where needed.

Benefits and Perks

• Comprehensive family-first policies including maternity and paternity pay.
• Attractive in-store discounts usable by employees.
• Robust pension scheme contributions to support future financial security.
• Access to employee assistance programs and wellbeing initiatives.
• Supportive, inclusive team culture that values each individual.