About us

Healthy animals and happy owners - that''s the goal. We are IVC Evidensia, and we are on a mission to build the world''s best veterinary group. Investing in people, premises and processes, we deliver outstanding care in around 2,500 locations globally.About the role

We are seeking a commercially minded and operationally excellent Head of CRM and Engagement to lead our UK CRM function. This role will be responsible for managing the end-to-end delivery and optimisation of CRM programmes across email, SMS, and outbound channels-driving client retention, engagement, and revenue growth.Having completed the foundational phase of a transformation programme, we are now focused on delivering the next phase of personalisation and innovation, underpinned by excellence and continuous performance improvement through test and learn. This role is ideal for someone who thrives on impact, accountability, and developing a high-performing team. The role reports into our UKandI Chief Customer and Marketing Officer, and a ‘dotted line'' into the Group CRM Director.Key Responsibilities

Strategy and Planning

Own and evolve the UK CRM and engagement strategy, aligned to core business priorities (e.g. increasing engagement, frequency, subscription usage, reducing churn).Lead lifecycle mapping and segmentation planning to deliver more personalised journeys across all touchpoints.Define and monitor CRM KPIs (e.g. retention, usage, conversion, LTV) and ensure clear targets and action plans are in place.

Delivery and Optimisation

Oversee CRM operations across all owned channels—ensuring timely, accurate, and brand-aligned campaign execution.Champion a test-and-learn culture across all CRM, embedding experimentation and optimisation into team processes.Ensure all client communication (email, SMS, outbound) is relevant, timely, and adds value to the customer experience.

Team Leadership and Stakeholder Collaboration

Manage and develop a small, capable CRM team—providing strategic direction and coaching to support growth and impact (CRM Exec, Lifecycle Manager, Automation Manager and CRM Analyst).Collaborate with Marketing, Creative and Content, Product and Technology, Data, and Clinical teams to ensure joined-up delivery and alignment across channels.Represent CRM within UK marketing and cross-functional forums, acting as the internal expert and advocate.

Data and Technology

Partner with product and tech teams to improve CRM infrastructure and ensure tools and data enable effective personalisation and automation.Input into data planning to support improved segmentation, targeting and measurement.

Governance and Best Practice

Ensure all communications comply with GDPR, PECR and UK-specific marketing regulations.Embed CRM best practice in delivery, from campaign QA and data hygiene to consent management and deliverability.

What We''re Looking For

Significant experience in a CRM/customer engagement leadership role in a B2C organisation.Proven success delivering data-driven CRM programmes across email, SMS and outbound channels.Strong commercial mindset with a focus on measurable impact and performance.Experience managing CRM operations at scale, including segmentation, campaign planning and testing frameworks.Excellent understanding of UK data protection and marketing compliance requirements (GDPR, PECR).Hands-on experience with CRM/marketing automation platforms and working with data/tech teams to enable execution.Strong team leadership skills with experience managing and developing CRM teams.Exceptional communication and stakeholder management skills.A self-starter keen to develop their career in CRM, and break new ground in an exciting sector and a dynamic, growing business of scaleWhat We Offer

At IVC Evidensia we recognise that our people are fundamental to the success of our business. Investing in our people, premises and processes is at the heart of what we do. In addition to a competitive base salary, you will benefit fromWork-life balance26 days annual leaveInitiatives focused on employee wellbeingPensionDiscretionary BonusDiscounted staff pet careFollowing receipt of your application, you will be contacted by one of our experienced recruitment team.At IVC Evidensia we are committed to Diversity, Equality, Inclusion and Belonging; we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.

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