Loyalty and CRM Manager

Loyalty and CRM Manager

Our people make the difference. Here at PHX Ireland, we strive to be a place for everyone - where each and every one of us can be our true, authentic selves, every single day.

For us, individuality sparks new ideas, shapes new approaches and brings us powerful new perspectives. It's the heartbeat of our innovation, creativity, and success. Which is why, at PHX Ireland, we don't just embrace our differences - we celebrate them.

Across United Drug, McCabes Pharmacy, and TCP Homecare, in every location and every role, the way we work makes us who we are - and that's something we are really proud of. Which is why we've summed up our ethos in our six PHX Ireland values; Customer focused, Quality driven, collaborative, ambitious, innovative, and inclusive.

The Retail Operations Administrator provides administrative and coordination support to the Retail Operations team, ensuring operational activities, service delivery programmes, reporting, communications, documentation and training administration are managed efficiently and consistently across the pharmacy network.

Why You'll Love Working With Us:

Family comes first: Life Stage Policies including maternity and paternity pay

Perks you'll actually use: Generous in store discounts

Pension Support: We contribute to your future

We've got your back: employee assistance programme and wellbeing initiatives

Belonging at Work: Inclusive, welcoming team culture where you're valued for you.

Overview of Role:

As Loyalty & CRM Manager, you will be responsible driving the recently launched McCabes Pharmacy loyalty app and customer relationship management. Acting as the strategic and operational lead for CRM and Loyalty. You will play a pivotal commercial role in driving customer retention, increasing lifetime value, and deepening the relationship between our brand and its customers - both online and in-store. You will own the recently launched loyalty app, spearhead all CRM channels (newsletter, SMS, push notifications), and build a best-in-class marketing automation and in-app communication strategy. The role bridges Marketing, Procurement and eCommerce, and works in close partnership with Loyalty Promotions Manager and the corporate Digital Hub, which provides the underlying digital platform, product, and engineering capabilities

What You'll Be Doing:

• Own the loyalty mobile app experience, including personalised offers, push notifications, couponing, in-app content, and shopping functionality.
• Act as the primary local liaison between Category Management, Marketing, eCommerce, and the corporate Digital Hub for all CRM and loyalty initiatives.
• Develop the annual CRM and loyalty strategy, setting monthly objectives to deliver key KPIs including member registration, app engagement, spend, retention, and active membership.
• Plan and execute annual CRM campaigns and marketing automation journeys to drive customer acquisition, retention, and lifetime value.
• Lead the end-to-end campaign lifecycle, including planning, creative asset coordination, audience segmentation, setup, A/B testing, optimisation, and performance reporting.
• Partner with the Loyalty Promotions Manager to develop and optimise the promotions workflow, including planning, forecasting, coupon management, and reporting.
• Leverage customer, transactional, and behavioural data to create targeted, insight-led marketing strategies and improve the customer journey.
• Collaborate with the eCommerce team to deliver integrated, cross-channel campaigns and enhance the digital shopping experience.
• Monitor campaign and customer performance, using analytics and insights to drive continuous improvement across CRM and loyalty initiatives.
• Work with the Digital Hub's product, engineering, and analytics teams to prioritise new features, improve data integration, and enhance platform capabilities.
• Build strong stakeholder relationships through regular engagement with internal teams, the corporate Digital Hub, and CRM and loyalty colleagues across the 16 PHOENIX Group markets, sharing best practice and innovation.

What you'll need to succeed:

• 3+ years of experience in a CRM, loyalty, or retention marketing role, ideally in retail, pharmacy, FMCG, or a similarly data-rich consumer environment.
• 5+ years in commercial retail environment
• Proven hands-on experience managing email, SMS, and push notification campaigns end-to-end.
• Strong proficiency with at least one marketing automation or CRM platform
• Ability to translate complex customer data into clear, actionable marketing strategies.
• Highly data-driven: comfortable working with customer data, building segments, interpreting analytics, and presenting insights to stakeholders.
• Solid understanding of customer lifecycle management and loyalty program mechanics.
• Strong commercial mindset: you think in terms of revenue impact, retention rates, and ROI.
• Excellent stakeholder management skills across local and international environments, including close day-to-day collaboration with the corporate Digital Hub.
• Proficiency in Microsoft Office suite. Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects simultaneously
• Ability to travel to retail locations.

About PHX Ireland & PHOENIX Group

PHX Ireland Group is Ireland's leading fully integrated healthcare provider. We deliver health. We are comprised of United Drug, Ireland's leading pharmaceutical wholesaler and distributor; LloydsPharmacy Ireland, a major community pharmacy chain; and TCP Homecare, innovators in clinical home nursing services and direct to patient delivery solutions.

PHX Ireland Group employs over 1,800 people, operate 5 distribution centres and over 75 pharmacies, delivers over 85 million packs to Irish pharmacies and hospitals and serves 500,000 patients each year. By working together to provide these solutions, PHX Ireland can enable a sustainable healthcare system and support Irish Healthcare.

PHX Ireland is part of the PHOENIX group, Europe's leading healthcare provider. Headquartered in Mannheim, Germany, the PHOENIX group brings together more than 48,000 employees from 29 countries, includes 223 pharmaceutical distribution sites, and more than 3200 owned pharmacies and 17000 partner pharmacies. Every day, the PHOENIX group makes an important contribution to comprehensive and safe healthcare in Europe.

We strive to foster an open and inclusive environment, embracing applications from individuals of all backgrounds. Our commitment lies in ensuring an accessible interview process for all candidates. If you require additional support or accommodations to attend an interview, we kindly encourage you to reach out to [email protected]