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