Senior CRM And Retention Manager

About OVIO

OVIO builds healthcare brands for the way people actually live. We operate across regulated pharmacy and health supplements, bringing together clinicians, pharmacists, engineers and designers to make treatment and everyday wellbeing genuinely accessible. Our pharmacy services are GPhC registered and clinician led, with patient safety governing every decision before commercial ones get a hearing.

We are a fast paced team moving quickly in a heavily regulated space. That combination is the interesting part, and it is why we care as much about clinical governance and compliance as we do about product and growth.

The role

We are looking for a Senior CRM and Retention Manager to own email, SMS and lifecycle marketing across our UK pharmacy and supplement brands. You will run the full retention engine: segmentation, automated flows, campaign calendar, SMS, deliverability and reporting, and be accountable for repeat purchase, reorder rates and customer lifetime value.

This is a hands on senior role for someone with deep experience in Customer.io and Klaviyo who already knows how retention works in UK online pharmacy: treatment reorder cycles, dose progression, clinical touchpoints, and the MHRA and GPhC rules that govern what you can and cannot say to patients about prescription only medicines.

What you will do

• Own CRM and retention strategy, targets and reporting across OVIO brands
• Build and optimise lifecycle flows in Customer.io and Klaviyo: welcome, onboarding, reorder reminders, dose progression, abandoned checkout, win back, post purchase and review requests
• Plan and execute the email and SMS campaign calendar, from brief and copy through to build, test and send
• Design segmentation and audience strategy using treatment, purchase, behavioural and engagement data
• Run A/B tests across subject lines, content, timing, frequency and offers, and act on the results
• Manage SMS programmes including consent, frequency and compliance
• Own deliverability, list hygiene, sender reputation and inbox placement
• Ensure every message complies with MHRA, ASA, GPhC and UK GDPR and PECR rules, including restrictions on promoting prescription only medicines
• Work with pharmacists on clinical review of patient facing content
• Work with design and content teams on templates, creative and copy
• Manage integrations and data flows between Shopify, Customer.io, Klaviyo and other tools
• Report on retention, repeat rate, LTV, revenue per send and flow performance

What you need

• 5+ years in email marketing, CRM or retention, with at least 2 years for a UK online pharmacy, telehealth or regulated healthcare brand
• Expert level, hands on experience in Customer.io and Klaviyo, including flows, segmentation, liquid or dynamic content and integrations
• Proven track record of improving retention, repeat purchase and LTV, with numbers to show for it
• Strong experience running SMS programmes alongside email
• Strong understanding of MHRA, ASA and GPhC rules for patient communications and UK GDPR and PECR for marketing consent
• Experience with deliverability management and email HTML basics
• Data literate, comfortable with reporting, attribution and testing
• Excellent written and spoken English, and able to work regular overlap on UK hours

Nice to have

• Experience with GLP-1 or weight management subscription and reorder journeys
• Experience with Shopify and Shopify subscription apps
• Experience with WhatsApp or push notification channels
• Experience with customer data platforms or reverse ETL tools

What we offer

• Fully remote role
• Full ownership of the retention channel with real targets and budget behind it
• A group scaling several UK healthcare brands at once