Head of CRM

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take charge of Releaf's retention strategy focusing on patient activation, engagement, subscription growth, and reducing churn.

• Oversee the continuous enhancement of Releaf+, the subscription model, to ensure both patient satisfaction and commercial success.

• Create and manage loyalty programs, refer-a-friend initiatives, and retention incentives.

• Collaborate with the Brand Team to promote and communicate retention products, such as the Releaf medical cannabis card, Releaf Protect, and complimentary legal support for Releaf+ patients.

• Develop proactive intervention strategies to detect and mitigate early signs of patient disengagement.

• Design and implement patient communications throughout the entire lifecycle, from onboarding to long-term retention.

• Ensure that CRM activities are driven by data, segmented appropriately, and aligned with retention objectives.

• Maintain consistency between patient communications and operational updates, including medication, formulary changes, and patient support enhancements.

• Work alongside the CRO and UX teams to test and refine both pre-payment and post-login patient experiences.

• Link CRO efforts to retention outcomes by utilizing retention data and insights from UX.

• Foster relationships with Clinical, Development, Operations, and Patient Support teams.

• Serve as a bridge for operational changes and patient-facing communications.

• Collaborate with the Head of Performance Marketing on the transition from acquisition to retention, focusing on patient quality and lifetime value (LTV).

• Provide reports on retention performance and insights to the Marketing Director and senior stakeholders.

• Report directly to the Marketing Director while leading a team of 5.

⛳️ Requirements

• Demonstrated experience in a senior role focused on growth, retention, or lifecycle marketing, preferably within digital health, healthtech, or subscription sectors.

• Proven capability in managing and enhancing retention metrics, including churn, LTV, activation rates, and engagement levels.

• Strong grasp of CRM strategies and patient or customer lifecycle communications.

• Background in marketing subscription products or membership programs, including the assessment and improvement of underperforming aspects.

• Commercial awareness, with experience in building business cases, establishing goals, and taking accountability for results.

• History of successful cross-functional collaboration with clinical, operational, and commercial teams.

• Familiarity with working within a regulated industry.

• Exceptional analytical abilities, with a talent for translating data into actionable strategies for non-technical stakeholders.

• Experience in leading and developing a small team.

🏝️ Benefits

• An inclusive environment where all individuals feel valued, respected, and empowered to perform at their best.

• Reasonable accommodations provided throughout the recruitment process.