CRM Manager

About the role

Eucalyptus is looking for a CRM Manager to own the full patient lifecycle for Juniper, from initial lead capture and nurture through onboarding, engagement, retention, churn intervention and reactivation. Reporting to Product Growth, the role brings CRM activity under one owner and builds a data-driven lifecycle engine that decides which message reaches which patient, at what time and through which channel. It is a senior, hands-on individual contributor role working closely with Analytics, Growth, Product, Copy and Design.

Key responsibilities

• Own CRM across the patient lifecycle, including lead nurture, onboarding, early engagement, active treatment, retention, churn prevention, win-back and reactivation.
• Audit and improve existing communications so patients receive a coordinated, relevant experience.
• Design, build and optimise always-on lifecycle journeys across email, SMS, push and in-app channels.
• Develop segmentation strategies based on behaviour, lifecycle stage, condition, treatment journey, engagement, recency and churn reason.
• Partner with Analytics to build the CRM decision-making engine using patient and behavioural data.
• Build and maintain campaigns in the CRM platform, including triggers, branching logic, personalisation, exit conditions and measurement.
• Create a structured experimentation playbook and establish holdouts to measure the incremental impact of CRM.
• Own CRM reporting on funnel conversion, retention, reactivation, lifetime value, channel health and deliverability, and turn performance data into recommendations.
• Lead cross-functional delivery and maintain standards for contact frequency, consent, list health and deliverability.

Required profile

• At least five years of experience in CRM, lifecycle, retention or engagement marketing within a consumer-focused business.
• Experience owning sophisticated lifecycle programs with multiple cohorts, products, journeys or behavioural states.
• Ability to read dashboards, diagnose funnel drop-off and estimate commercial impact.
• Strong understanding of CRM best practice, including journey architecture, personalisation, experimentation, deliverability and contact governance.
• Experience measuring CRM against conversion, retention, churn, reactivation and lifetime value, not just opens and clicks.
• Practical experimentation mindset and comfort moving between strategy and detailed execution.
• Strong cross-functional leadership and communication skills, able to work autonomously in a fast-moving environment.

Required skills

• Hands-on experience with a CRM or marketing automation platform such as Braze, Customer.io, Iterable, Klaviyo or a comparable tool.
• Segmentation and campaign building within a CRM platform.