Retention CRM Lead

About [Employer hidden — view at passion-project.co.uk]

Founded in 2018, we’ve already grown to be a 300+ team distributed across the globe, united by a singular mission: empowering people to take control of their health.

[Employer hidden] is transforming health: we’ve built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to maximise life.

To deliver on our transformative mission, we are guided by our 5 company values:

• • Patients first.
• • Learn fast.
• • Own the quality.
• • Succeed together.
• • Care deeply.

Backed by top-tier investors, [Employer hidden] is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!

The Role

We’re looking for a highly motivated Senior Lifecycle Marketing Manager to lead retention and winback within [Employer hidden]’s Marketing Centre of [Excellence.This](http://Excellence.This) is a pivotal role for someone who thrives at the intersection of data, creativity, and technology — using personalised, impactful communications to engage, convert, and retain patients. You’ll own retention and winback performance across email, SMS, push notifications, and direct mail, driving long-term value through meaningful patient [relationships.You](http://relationships.You)’ll report to the Head of Lifecycle Marketing and work closely with Commercial, Product, Brand, and Clinical teams to design, deliver, and optimise best-in-class lifecycle programmes. It’s a blend of strategy and hands-on execution, where you’ll constantly experiment, iterate, and scale what works.

You'll be:

• Developing, executing, and optimising retention and win back campaigns across all lifecycle channels.
• Leading test-and-learn initiatives to validate new strategies, channels, and creative approaches.
• Designing and evolving loyalty and engagement programmes that increase customer lifetime value.
• Partnering with Data and Analytics to measure, report, and act on campaign performance and ROI.
• Using segmentation and behavioural insights to deliver personalised, contextual patient experiences at scale.
• Collaborating cross-functionally to improve the end-to-end customer journey and ensure consistent messaging across touchpoints.
• Championing experimentation and continuous improvement, staying ahead of CRM and retention trends.
• Managing lifecycle projects from planning through execution, ensuring timely delivery and alignment with commercial goals.

We're looking for someone who has:

• Proven experience in CRM, lifecycle, or retention marketing roles.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Technical fluency in CRM platforms ([Customer.io](http://Customer.io), Braze, Klaviyo, etc.), including campaign setup, QA, and automation logic.
• Experience developing segmentation strategies and personalised communications at scale.
• Excellent project management and stakeholder engagement skills.
• A proactive, results-driven mindset and genuine passion for improving patient outcomes.

It’s a bonus if you have:

• Experience in a regulated industry (healthcare, pharma, fintech).
• Working knowledge of SQL, Google BigQuery, or similar analytics tools.
• Experience in a high-growth, fast-paced environment.
• A Bachelor’s or advanced degree in Marketing, Business, or related field.

Our benefits include...

  -  Share options.

  -  25 days holiday, plus bank holidays (increasing to 30 the longer you stay with [Employer hidden]).

 -  Health insurance with Vitality.

  - Electric car salary sacrifice scheme with Octopus.

  -  Enhanced maternity and parental leave.

  -  Nursery benefit provided by YellowNest.

  -  Employee assistance programme (access to therapy, financial planning and discounts).

⚖️  -  Generous pension (includes both employee and employer contributions).

  -  Flexible working options, including a dog-friendly office in Farringdon.

  -  Personal training and development budget via Learnerbly.

  -  Wellhub membership, giving you access to over 2,000 locations in the UK.

  -  Cycle to work scheme.

  -  Season ticket loan.

%   -  Discount on [Employer hidden] products for your friends and family.

  -  Paid volunteering days.

  -  An additional 2 weeks off once you reach your 5th anniversary with [Employer hidden].

Diversity at [Employer hidden]

At [Employer hidden], people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring.

We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued.

Embracing diversity isn't just our goal; it's our strength, driving us towards a more inclusive future.