Head of Web & CRM

Company: Southend Pharmacy
Reports to: Chief Marketing Officer
Direct reports: 1 (Marketing Technology Administrator — handles content updates, forms, webhooks, email sends, list pulls, Creatio configuration, and routine site maintenance)
Location: Remote — overlap with CST business hours expected
Compensation: Competitive, with benefits and incentives

About Southend Pharmacy

Southend Pharmacy is a compounding pharmacy. Our digital presence — our portfolio of WordPress sites and our Creatio CRM — is how we attract, convert, and retain customers, and how marketing, sales, and customer success teams do their jobs every day. We’re investing in a leader to own that stack end-to-end.

The Role

This is an ownership role, not a do-everything role. You own two pillars of our marketing technology function — accountable for the outcomes:

• Creatio CRM (roughly 70% function weighting). Southend’s in-house Creatio expertise lives with you. You’ll certify across Sales, Marketing, Service, and custom application modules. We fund the training and certifications.
• Website portfolio (roughly 30%). The strategy, quality, performance, security, and SEO/AEO posture of our WordPress sites and microsites — built primarily on Elementor — is yours to direct.

For every initiative, you make the call on how it gets delivered:

• Execute it yourself. High-judgment Creatio design, integration architecture, vendor selection.
• Delegate to your team. Content updates, forms, email sends, list pulls, webhook setup, day-to-day Creatio configuration, routine Elementor edits, plugin updates, on-page SEO.
• Commission external vendors. Specialized, time-bound, or out-of-band work — a Creatio implementation accelerator, an SEO/AEO audit, a security review.
• Apply a tool. Sometimes buying a SaaS product beats building. You make that call too.

What You’ll Own

Creatio CRM

• Own the Sales module: pipeline structure, lead routing, opportunity workflows, and sales-team enablement — partnering with the CSO and CSSO.
• Own the Marketing module: campaigns, segmentation, email automation, and attribution — partnering with the CMO.
• Own the Service module: case management configs, support workflows, and customer-success tooling.
• Build and maintain custom apps, integrations, and low-code solutions inside Creatio.
• Stand up reporting and dashboards for marketing, sales, ops, and leadership.
• Oversee user access, data hygiene, and CRM governance.

Website Portfolio

• Oversee our WordPress sites and microsites: roadmap, uptime, performance, security patching, plugin management, and hosting.
• Own the Page Builder and UI standard — templates, global styles, reusable blocks, and related conventions to follow for page edits and content updates.
• Lead SEO and AEO (answer engine optimization) strategy across traditional search and modern answer engines.
• Set the technical standards for page speed, accessibility, schema markup, mobile experience, and analytics tracking.

Integrations & API

• Architect and oversee integrations between Creatio, our WordPress properties, our marketing stack, and third-party systems.
• Build and maintain authenticated API integrations using forms authentication (AuthService.svc) and OAuth tokens.
• Establish and enforce integration discipline: version control, packaged customizations with explicit dependencies, a schema prefix convention, and a Postman test suite for every endpoint.
• Own the monitoring, error handling, and retry/recovery behavior for every integration in production.

Leadership, Team & Resource Portfolio

• Manage and grow our Marketing Technology Administrator.
• Be technical liaison for external marketing tech vendors. Scope engagements, bring spend recommendations to the CMO, and own delivery.
• Translate business needs into a clear technical roadmap, with a defensible make/buy/delegate call on each initiative.
• Be the accountable owner for delivery. When something breaks or slips, you own the response.

Compliance, Privacy & Regulatory Responsibility

We operate in one of the most heavily regulated industries in the country. A strong, instinctive commitment to compliance is non-negotiable for this role.

Every system must operate with HIPAA, privacy, and pharmacy-industry regulation in mind. Zero exceptions. You partner with our in-house compliance team on healthcare regulation (state boards, FDA, telehealth, compounding); you directly own marketing compliance (CAN-SPAM, TCPA, CCPA/CPRA, FDA drug-advertising) and ADA/WCAG accessibility.

What We’re Looking For

• 5+ years of progressive experience in web development, CRM administration, or a comparable hands-on technology role.
• Experience managing at least one direct report in tech, marketing ops, or administration.
• Sound judgment on the make/buy/delegate call — a track record of choosing in-house, delegation, or vendors based on the work, with clear reasoning to leadership.
• Experience scoping and managing external tech vendors against defined scope and budget.
• Strong CRM background — Creatio, Salesforce, HubSpot, Dynamics, Zoho, or comparable — with the appetite and aptitude to master Creatio specifically.
• Working knowledge of the Creatio-adjacent stack — C#, JavaScript, T-SQL/PL-SQL, plus exposure to WCF, OData, and RequireJS — or clear capability to ramp on it quickly.
• Strong API integration experience across REST/OData, OAuth 2.0, forms auth, batch operations, webhooks, and Postman-based testing — with production-grade error handling, monitoring, and version control.
• Proven success with web fundamentals: HTML, CSS, JS, PHP, REST APIs.
• Strong working knowledge of WordPress: theming, plugins, page builders, performance, and security.
• Hands-on Elementor expertise — global styles, theme builder, templates, custom CSS, and an opinion about how to keep an Elementor site clean as it scales.
• Practical SEO and AEO experience — you’ve moved rankings and traffic before.

Compensation & Benefits

Competitive compensation, with benefits and incentives.

Southend Pharmacy is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected class.