CRM, Email & WhatsApp Automation Manager

CRM, Email & WhatsApp Automation Manager

Sibie Holding Group · UK, EU & US

Full-time On-site – London base Hire Priority: #1 Health & Wellness

About Sibie Pharma Group

We are a group of fast-growing online pharmacies operating at the intersection of health, science, and technology. We serve patients and health-conscious consumers across the UK and EU, with imminent launches in the United States and the Gulf Cooperation Council (GCC). This role exists to protect, scale, and sophisticate that engine as we enter four major markets simultaneously.

The Role

As CRM, Email & WhatsApp Automation Manager, you will be the sole guardian of this engine. You will own every lifecycle touchpoint from first purchase to long-term subscriber; building, monitoring, optimising, and expanding our automation infrastructure across Klaviyo, WhatsApp Business API, and Shopify Flow.

This is not a campaign-blasting role. It is a precision role. You will work with data, segmentation, behavioural triggers, and customer psychology to build journeys that feel personal at scale, across two brands, four markets, and a growing customer base that spans the NHS-savvy UK patient to the premium health consumer in Dubai.

What You Will Own

Klaviyo: Email Flows & Campaigns

• Own the full Klaviyo account architecture for both Rightangled and Medetone flows, segments, templates, and integrations
• Build, monitor, and continuously optimise all automated email flows: welcome series, post-purchase, replenishment, win-back, browse abandonment, cart abandonment, and subscription renewal
• Proactively audit flows on a weekly basis to catch inactive sequences, deliverability issues, or broken triggers before they cost revenue
• Manage the monthly email campaign calendar across both brands — promotional sends, product launches, health awareness moments, and market-specific campaigns
• Segment audiences with precision: by market (UK/EU/US/GCC), product category, purchase behaviour, RFM score, and subscription status
• Run structured A/B tests on subject lines, send times, content, and CTAs act on results with speed
• Maintain and grow list health: manage suppressions, re-engagement campaigns, and compliance with GDPR, CAN-SPAM, and relevant regional regulations

WhatsApp Business API: Broadcasts & Automation

• Own and operate our WhatsApp marketing channel end-to-end, one of our highest-performing and most personal customer touchpoints
• Build automated WhatsApp sequences for order confirmations, prescription reminders, reorder nudges, subscription updates, and promotional campaigns
• Manage broadcast campaigns for time-sensitive offers, product launches, and health awareness events with full audience targeting and scheduling
• Ensure all WhatsApp communications meet platform policy, opt-in requirements, and data privacy regulations across all four markets
• Monitor delivery rates, read rates, and reply rates, optimising message timing, format, and content for maximum engagement
• Collaborate with the Creative Content Producer to develop compelling WhatsApp-native message formats including images, videos, and interactive buttons

Shopify Flow & Marketing Automations

• Build and manage Shopify Flow automations that trigger marketing actions based on customer behaviour: post-purchase tagging, loyalty tier updates, subscription events, and VIP identification
• Work closely with the Shopify & Ecommerce Operations Manager to ensure flows are integrated correctly with product, inventory, and subscription data
• Connect Shopify data to Klaviyo segments in real time ensuring audiences are always accurate and up to date
• Identify automation opportunities across the customer journey that reduce manual work and improve personalisation

Customer Retention & Subscription Management

• Own the retention marketing strategy for both brands, focused on increasing repeat purchase rate, subscription retention, and customer lifetime value
• Design and execute win-back campaigns for lapsed customers, using data to identify the right moment and message
• Manage subscription lifecycle communications: upcoming renewal reminders, pause/cancel recovery flows, and loyalty incentives for long-term subscribers
• Partner with the Shopify manager to ensure subscription app data (ReCharge, Seal, or equivalent) feeds correctly into CRM segments and triggers
• Build a customer loyalty communication framework that rewards high-LTV customers and encourages tier progression

Reporting & Revenue Attribution

• Report weekly and monthly on email and WhatsApp channel performance: revenue attributed, open rates, click rates, conversion rates, unsubscribe rates, and LTV trends
• Build dashboards in Klaviyo and GA4 that give real-time visibility into automation health and campaign performance
• Translate performance data into clear actions, flagging what is working, what is broken, and what should be tested next

Compliance & Data Governance

• Ensure all CRM and messaging activities comply with GDPR (UK & EU), CAN-SPAM and CCPA (US), and relevant GCC data protection frameworks
• Maintain audit-ready opt-in records for email and WhatsApp across all markets
• Work with legal and pharmacy compliance teams to ensure all health-related communications meet MHRA, ASA, and applicable regulatory standards
• Own the suppression list hygiene and consent management processes for both brands

Health, Pharmacy & Messaging Compliance

Rightangled and Medetone operate in regulated healthcare environments. All CRM communications must comply with MHRA and ASA guidelines (UK), and their equivalents in the EU, US, and GCC. Our team, our methods, and our technology define our identity. Immerse yourself in a dynamic, stimulating, and fulfilling environment where you have a real chance to impact the healthcare sector.

Requirements:
Who We Are Looking For

Essential

• 3+ years of hands-on CRM and email marketing experience, with Klaviyo as a core platform, not just familiarity, but deep expertise in flows, segmentation, and deliverability
• Proven experience building and managing automated email flows from scratch, not just editing existing ones
• Experience with WhatsApp Business API or equivalent messaging automation platforms (e.g. Zoko, WATI, Interakt, or 360dialog)
• Strong understanding of ecommerce customer lifecycle: from acquisition through to long-term retention and subscription management
• Shopify experience; comfortable navigating the platform, understanding order and customer data, and working with Shopify Flow or equivalent automation tools
• Data-driven mindset: you should be as comfortable in a Klaviyo analytics dashboard as you are writing a subject line
• Solid understanding of GDPR and email/messaging compliance obligations: this is a regulated industry and errors are costly
• Meticulous attention to detail: a broken flow that nobody notices for two weeks is a material revenue loss in our business

Highly Desirable

• Experience in online pharmacy, healthcare, nutraceuticals, or another regulated consumer product category
• Familiarity with Shopify Plus and subscription apps such as ReCharge, Seal Subscriptions
• Experience integrating Klaviyo with third-party data sources: loyalty platforms, review tools, subscription apps, or CDP layers
• HTML/CSS ability to edit or build email templates without relying on a designer

Technology Stack

You will be expected to hit the ground running on the following platforms. Experience with all is preferred; deep expertise in Klaviyo and WhatsApp Business API is non-negotiable.

Benefits:
What We Offer

Our team, our methods, and our technology define our identity. Immerse yourself in a dynamic, stimulating, and fulfilling environment where you have a real chance to impact the healthcare sector.

• A rare opportunity to own the highest-ROI marketing channel in a group of growing online pharmacies
• Ground-floor role: you will build the CRM infrastructure from a strong base — not inherit a legacy system full of technical debt
• Direct collaboration with the Head of Marketing and CEO; your work will be visible and valued at the highest level
• Exposure to four of the world's most dynamic health markets: UK, EU, US, and GCC
• Competitive salary of £36,000–£48,000 DOE, plus a performance bonus directly tied to retention and LTV outcomes
• Clear progression to Senior CRM Manager or Head of Lifecycle as the team scales in Phase 2
• A fast-moving, founder-led culture where great execution is recognised and rewarded

How to Apply

Please send the following to [email protected] with the subject line CRM & Automation Manager Application:

• Your CV or LinkedIn profile