CRM Manager

CRM Manager

Clinical Partners is one of the UK's leading providers of mental health and neurodevelopmental services, delivering high-quality, patient-centred care across both NHS and private healthcare settings. We are committed to creating exceptional patient experiences through innovation, technology and continuous improvement.

We are seeking an experienced, commercially minded CRM Manager to lead the development and optimisation of our customer relationship management strategy, helping to shape and enhance every stage of the patient journey. This is a senior role reporting to the Head of Digital, with responsibility for ensuring our CRM platform effectively supports patient onboarding, engagement, retention and post-diagnostic care.

As CRM Manager, you will play a pivotal role in transforming how we communicate and engage with patients, combining strategic thinking with hands-on CRM delivery. Working closely with stakeholders across Digital, Operations, Clinical Services, Patient Experience, Marketing and Business Development, you will translate business requirements into effective CRM solutions that improve patient outcomes and support organisational growth.

We are looking for a confident, personable and highly credible CRM professional with significant healthcare experience and a strong track record of delivering successful CRM strategies within patient-focused organisations. You will be equally comfortable discussing technical platform capabilities with specialists as you are presenting recommendations to senior leaders and non-technical stakeholders. Agile in your approach, commercially aware and highly collaborative, you will have the ability to influence at all levels, build strong relationships and drive positive change across the business.

Key Responsibilities:

• Support the delivery of a comprehensive CRM strategy that meets business objectives and enhances the patient experience.
• Design and implement end-to-end patient journey maps across onboarding, in-life and post-diagnostic support stages.
• Manage, optimise and continuously improve CRM activity using Salesforce Marketing Cloud.
• Build and refine CRM processes, workflows and automated communications to improve engagement and retention.
• Analyse patient data, customer behaviours and campaign performance to identify trends and opportunities for improvement.
• Produce meaningful reporting, insights and recommendations to support strategic decision-making.
• Partner with stakeholders across the organisation to ensure CRM capabilities align with operational and business needs.
• Communicate complex CRM concepts, data insights and strategic recommendations clearly to both technical and non-technical audiences.
• Ensure CRM activities comply with GDPR, data protection requirements and information governance standards.
• Work with external CRM support partners and agencies to ensure platform performance, optimisation and issue resolution.

Requirements:

Essential

• Minimum 5 years' CRM management experience with a proven track record of developing and delivering CRM strategies.
• Minimum 5 years' experience within healthcare organisations, with a strong understanding of patient journeys and patient-centred service delivery.
• Minimum 5 years of hands-on Salesforce Marketing Cloud administration and build experience.
• Minimum 5 years of hands-on Salesforce core platform experience, with a particular focus on how it integrates with Salesforce Marketing Cloud.
• Excellent technical skills, with significant experience using SQL, AMPScript, HTML and CSS for campaign build and personalisation.
• Demonstrable experience delivering best-in-class digital customer or patient experiences within healthcare settings.
• Strong understanding of customer journey mapping, segmentation, automation and lifecycle marketing.
• A proven track record of developing and optimising lead nurture programmes.
• Excellent stakeholder management skills, with experience influencing senior leaders and cross-functional teams.
• Ability to explain technical concepts clearly and confidently to non-technical stakeholders.
• Strong analytical skills with the ability to turn complex data into actionable business insights.
• Excellent verbal and written communication skills.
• Strong project management skills with the ability to manage multiple priorities and deadlines.
• Excellent understanding of GDPR, data governance and customer data management.
• Confident, professional and collaborative approach, with the credibility to operate at a senior level.

Desirable

• Degree in Marketing, Business, Information Technology or a related discipline.
• Server-Side Javascript (SSJS) and API experience.
• Experience within mental health, neurodevelopmental or wider healthcare services.
• Experience implementing or optimising CRM platforms and associated integrations.
• Knowledge of digital transformation programmes and patient experience initiatives.
  

What We Are Looking For:

We are looking for someone who combines strategic vision with operational excellence. You will be an agile, approachable and engaging leader who can quickly build credibility across the organisation. With a passion for improving patient experiences, you will bring a consultative approach, strong commercial awareness and the confidence to challenge, influence and collaborate with stakeholders at all levels.

If you are an experienced healthcare CRM professional looking for an opportunity to make a meaningful impact within a growing organisation, we would love to hear from you.

Remuneration and Benefits:

• Up to £60,000-65,000 annual salary (DOE)
• 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
• A day off for your birthday.
• Healthcare Cash Plan
• Benefits Platform
• Life Assurance
• Discount Vouchers
• Flexible working opportunities to suit your personal needs
• Opportunities to take part in charitable events
• Access to a Wellbeing portal and Employee Assistance Programme (EAP)

Equal Opportunities Employer:

At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

DBS Check Requirement:

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.