About ZAVA

We're on a mission to provide our patients with healthcare that is accessible and dependable at a fraction of today's cost. Our team of Doctors, Engineers, Customer Support Advisors, Marketers, Product Managers, UX Designers, Pharmacists, and Commercial & Operations Specialists work collaboratively, to develop and maintain a digital healthcare platform that provides our patients with healthcare that suits their needs & schedules.

The pandemic changed our lives, requiring us to find flexible, remote, and innovative healthcare solutions to meet our needs during challenging and changeable periods. Many of our patients turned to telemedicine as a convenient solution to getting their healthcare online from the comfort of their homes. By delivering a safe and efficient digital healthcare service, we've provided over 8 million consultations across the UK, Germany, France, and Ireland, enabling millions of people with essential access to healthcare when needed.

It's our motivation to continue fulfilling their needs and to expand further to meet the needs of others, ensuring we're always there with the latest tech, treatments, and advice. Because we're doing more than providing healthcare, we're enabling & empowering people by making healthcare work for them.

We’re here because we care about healthcare, and we plan to be the largest digital primary healthcare platform for people across Europe.

About the role

• 6 month fixed term contract
• Ideal start date January 2025
• Salary circa £50,000 per annum pro-rata
• Remote with occasional London office day (once every few months)

Key Responsibilities:

Strategic CRM Leadership:

• Develop and oversee a comprehensive CRM strategy aimed at increasing customer retention, loyalty, and LTV.
• Align CRM efforts with broader business objectives, ensuring all campaigns are customer-centric and ROI-focused.
• Lead cross-functional collaboration to enhance the customer experience across all touchpoints.

Data-Driven Decision Making:

• Analyse customer data to identify trends, segment audiences, and uncover opportunities to drive LTV growth.
• Collaborate with data teams to develop predictive models and insights, influencing campaign design and decision-making.
• Monitor and report on CRM performance metrics, providing actionable insights to executive leadership.

Campaign Development and Execution:

• Design and execute multi-channel campaigns (email, SMS, web, etc.) tailored to customer segments and lifecycle stages.
• Leverage automation and personalization to deliver targeted communications that boost engagement and revenue.
• Continuously test and optimise campaigns to improve performance and ROI.

Technology and Tools Management:

• Manage CRM platforms and tools, ensuring systems are optimised for data capture, analysis, and campaign management.
• Partner with IT and vendors to implement upgrades, integrations, or new solutions as needed.

Team Leadership and Mentorship:

• Lead and mentor a team of CRM professionals, fostering a culture of innovation, collaboration, and accountability.
• Provide training and development opportunities to upskill team members in CRM best practices and technologies.

Qualifications and Skills:

Experience: 4+ years in CRM management, with a proven track record of driving LTV growth and customer retention.

Education: Bachelor’s degree in Marketing, Business, Data Analytics, or a related field; MBA is a plus.

Technical Skills: Proficiency with CRM tools ideally Salesforce, HubSpot, Braze (or similar) data analytics platforms ideally Google Analytics, Looker, Lightdash (or similar), and marketing automation technologies.

Data Expertise: Strong ability to analyse customer data, derive insights, and translate findings into actionable strategies.

Leadership: Proven experience in managing and growing teams, with excellent communication and collaboration skills.

Results-Oriented: Demonstrated success in driving measurable business outcomes through CRM initiatives.

Personal qualities

• Can work as part of a team
• Ability to follow tasks through to completion
• Strong initiative
• Humble; you listen and take on feedback, and you are kind and caring to those around you.
• Inquisitive; you question the status quo, dare to do things differently, and explore the possibilities.
• Resilient; you embrace change and face challenges.
• Macher; you are innovative and rise to the occasion to build things that make a difference.
• Collaborative; you work well as part of a team, supporting and being kind to others

Benefits from the day you join:

🏖 25 days holiday + bank holidays pro-rata + your birthday off

🩺 Healthcare cash back plan through SimplyHealth

🧑‍⚕️Free access to Wellness Cloud, advice, counselling, and corporate discounts

💙 20% off all ZAVA products & services for you and your friends/family

🏡 Remote and hybrid working

💻 MacBook Pro

🌍Flexible bank holidays - take the ones that matter the most to you

Additional benefits following the probation period:

💰 £500 training budget per year (after 3 months)

✈️ Company sabbatical after 2 years

🗺 Opportunity to work from overseas for 2 months each year

🤑 Cash vouchers after 3, 5, and 10 years of service

We are working hard to try and level the playing field wherever we can. We know from research that men are happy to apply for positions where they fit just 60% of the requirements, whereas women and underrepresented groups often will not apply unless they feel they are a super close match. If you don't think you meet all the requirements that you see above, we encourage you to apply and tell us what we can do to give you your best shot - if you want. We know that talent is everywhere, and as much as nice CVs are nice, they are often not a proxy for the best person for the job.