Customer Lifecycle Manager
About the Work
Eucalyptus / Hims & Hers Canada is seeking a CRM Manager to lead the strategy and execution of Hims & Hers Canada’s lifecycle and retention program. In this role, you’ll create engaging, data-driven campaigns that guide and support patients throughout their journey, directly influencing how they experience Hims & Hers and perceive the value we provide.
Your work will be pivotal in ensuring patients feel supported, informed, and motivated to continue their treatment journey with confidence.
As we expand our range of services and build an ecosystem focused on delivering long-term health, we aim to use lifecycle marketing to foster meaningful relationships that extend beyond the time patients spend on medication.
This role requires a creative and strategic mindset, with the ability to work cross-functionally to design lifecycle initiatives that are impactful, innovative, and deeply aligned with Hims & Hers’ patient-first ethos.
You will be:
Developing and executing lifecycle marketing campaigns that engage, educate, and retain patients across all direct channels available (think email, push, SMS, and in-app messaging).
Using data and insights to personalise communications for specific cohorts and stages in the patient journey.
Leveraging content to create and share high-quality, impactful messaging related to nutrition, weight loss, and health that inspires and informs patients.
Thinking creatively to develop innovative campaigns, such as automated onboarding flows, retention touchpoints, and reactivation strategies.
Collaborating cross-functionally with marketing, product, and analytics teams to ensure lifecycle initiatives align with business goals and patient needs.
Continuously testing and optimising campaigns through A/B testing, ensuring we’re always learning and improving.
Tracking and reporting on key engagement and retention metrics to measure the impact of your work and inform future strategies.
About you:
At least 4 years of experience in lifecycle marketing, CRM, ideally within a fast-paced or startup environment.
Data-driven - comfortable using insights from existing data to identify gaps in the patient journey and opportunities for optimisation, experience running A/B tests
Confident using technology, with proficiency in marketing automation tools (e.g., Braze, Klaviyo) and familiarity with analytics platforms (eg. Amplitude, Tableau)
Strong written communication skills, with a knack for creating engaging and empathetic content.
Passionate about patient experience and problem-solving, with a demonstrated interest in health and wellness.
Highly organised, independent, and able to collaborate effectively within a team.
Thrives in a fast-paced environment, excited by creative problem-solving and innovation
Location
This role is open to candidates based anywhere in Canada. Our team is headquartered in Montreal, and candidates based there will work in a hybrid model with regular in-office collaboration. Candidates based outside of Montreal are welcome to apply and will work fully remotely.