CRM Manager (Fixed-Term, 6 months)

About the Role

We are 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. Sitting within Product Growth, you will bring our CRM activity under one clear owner and build a data-driven lifecycle engine that determines which communication should reach which patient, at what time, and through which channel. This is a senior, hands-on individual contributor role for someone who can help set the strategy, work directly in the CRM platform, turn patient data into meaningful segments, and run experiments that improve conversion, retention and lifetime value. You will partner closely with Analytics, Growth, Product, Copy and Design, with the opportunity to shape how the CRM function and team grow over time.

What You Will Own

• 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, ensuring patients receive a coordinated and relevant experience rather than disconnected messages from different teams.
• 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 our CRM decision-making engine, using patient and behavioural data to determine the most effective message, channel and timing for each cohort.
• Build and maintain campaigns directly within our CRM platform, including triggers, branching logic, personalisation, exit conditions and measurement.
• Create a structured experimentation playbook for CRM, translating opportunities into clear hypotheses, prioritised tests and measurable outcomes.
• Establish holdouts and other measurement approaches that help us understand the incremental impact of CRM, not simply last-click attribution.
• Own CRM reporting across funnel conversion, retention, reactivation and lifetime value, alongside channel health and deliverability.
• Translate performance data into clear recommendations about what we should build, improve, scale or stop.
• Lead cross-functional delivery by giving clear direction to Analytics, Copy, Design, Product and other partners involved in bringing lifecycle initiatives to life.
• Maintain strong standards for contact frequency, consent, list health, deliverability and responsible communication in a healthcare environment.