CRM & Retention Lead at Pharmaplus

Pharmaplus is seeking a strategic and data-driven CRM & Retention Lead to drive customer loyalty and lifecycle marketing initiatives. This role is ideal for a professional experienced in customer engagement, retention strategies, and CRM optimization.

Role Summary

The CRM & Retention Lead will be responsible for developing and executing strategies that improve customer retention, increase lifetime value, and enhance overall customer experience across multiple channels.

Key Responsibilities

• Develop and implement CRM strategies to improve customer engagement and retention
• Manage and optimize email, SMS, and WhatsApp marketing campaigns
• Design and implement customer loyalty programs
• Segment customer data to deliver personalized marketing experiences
• Optimize lifecycle marketing to improve customer journey and retention

Key Performance Indicators (KPIs)

• Repeat Purchase Rate
• Customer Lifetime Value (LTV)
• Retention Rates
• Revenue from CRM Channels
• Churn Rate

Reporting Line

Reports to the Digital Commercial & Revenue Growth Lead

How to Apply

Send your CV, cover letter, portfolio, and academic certificates in one PDF file to: hr@pharmaplus.co.ke Subject line: CRM & Retention Lead – Your Name

Application Deadline: 20th April 2026