CRM Manager (Fixed-Term, 6 Months)

About the role

Eucalyptus is looking for a CRM Manager to support the full patient lifecycle for Juniper, from initial lead capture and nurture through onboarding, engagement, retention, churn intervention and reactivation. Based in Sydney, the role sits within Product Growth and brings CRM activity under one clear owner, building 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.

Key responsibilities

• Own CRM across the complete 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 patient 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 to choose the right message, channel and timing for each cohort.
• 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 and other measurement approaches beyond last-click attribution.
• Own CRM reporting on funnel conversion, retention, reactivation and lifetime value, and turn performance data into clear recommendations.
• Lead cross-functional delivery with Analytics, Copy, Design, Product and others, while maintaining 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 customer 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 business outcomes such as conversion, retention, churn, reactivation and lifetime value.
• Practical experimentation mindset and ability to move between strategy and detailed execution.
• Strong cross-functional leadership and communication skills, and comfort working 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 design within a CRM platform.