CRM Manager

Careers-At-Eucalyptus; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Eucalyptus is seeking a CRM Manager to own the full patient lifecycle for Juniper, from initial lead capture and onboarding through engagement, retention, churn intervention and reactivation. Sitting within Product Growth, you will own the CRM activity and build a data-driven lifecycle engine.

You will partner with Analytics, Growth, Product, Copy and Design to turn patient data into meaningful segments, run experiments to improve conversion and lifetime value, and guide lifecycle initiatives

Qualifications

• Minimum five years in CRM, lifecycle, retention or engagement marketing.
• Hands-on experience with Braze, Customer.io, Iterable, Klaviyo or similar.
• Experience running multi-cohort lifecycle programs with measurable outcomes.

Responsibilities

• Own CRM across the complete patient lifecycle from lead nurture to reactivation.
• Audit and improve communications for a coordinated patient experience.
• Design and optimise always-on lifecycle journeys across email, SMS, push and in-app.
• Develop segmentation strategies based on behaviour and lifecycle.
• Partner with Analytics to build a CRM decision engine using data.
• Build campaigns inside the CRM platform with triggers and personalisation.
• Create an experimentation playbook with hypotheses and tests.
• Establish holdouts and measurement for incremental CRM impact.
• Own CRM reporting for funnel conversion, retention and lifetime value.
• Translate performance data into actionable recommendations.
• Lead cross-functional delivery with Analytics, Copy, Design, Product.
• Maintain contact frequency, consent, list health and deliverability.

Skills

CRM lifecycle management

Segmentation

Experimentation

Cross-functional leadership

Data-driven decision making

Storytelling with data

Tools

Braze

Customer.io

Iterable

Klaviyo

Job description

We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care.

Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.

Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.

Our Growth Story:

• Supporting patients living with obesity across our 5 markets
• Received selective NICE endorsement to provide services to the NHS
• Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.

About the Role

We are looking for a CRM Manager to own 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 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.

What We Are Looking For

• At least five years of experience in CRM, lifecycle, retention or engagement marketing within a consumer-focused business.
• Hands-on experience using a CRM or marketing automation platform such as Braze, Customer.io, Iterable, Klaviyo or a comparable tool.
• Experience owning sophisticated lifecycle programs with multiple customer cohorts, products, journeys or behavioural states.
• Strong segmentation instincts, with the ability to translate customer data and behavioural signals into meaningful, actionable audiences.
• Confidence reading dashboards, diagnosing funnel drop-off, identifying opportunities and estimating their potential commercial impact.
• A 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, rather than relying primarily on opens and clicks.
• A practical experimentation mindset, including experience developing hypotheses, choosing success metrics and making decisions based on results.
• The ability to move comfortably between strategic thinking and detailed execution. You can define the roadmap and then build the journey yourself.
• Strong cross-functional leadership skills and the ability to create clarity across teams without relying on formal authority.
• Excellent communication and judgement, including the ability to create relevant, empathetic experiences for patients navigating sensitive health journeys.
• Comfort operating autonomously in a fast-moving environment where the foundations are still being built.

Why join Eucalyptus?

Euc is also behind a growing family of digital healthcare clinics ( Pilot, Kin , Software , Compound ) across men’s health and well-being, fertility, skincare, and preventative health.

Here’s what makes joining Euc unique:

• What’s next - Our goal for the next three years is to support 1 million patients globally to live better for longer. We’re launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem.
• Build something world-changing - We’re on the path to becoming the world’s largest international digital healthcare company. It will be challenging, fast-paced, and deeply rewarding.
• Make real impact - You will deliver work that directly shapes patient outcomes and scales evidence-based care across markets.
• Accelerate your growth - You will have high ownership, continuous feedback, and dedicated development support.
• Join a motivated team - You will collaborate with talented peers to solve complex clinical and operational problems at scale.

What’s ahead in Australia?

• Grow with us globally - Get mentorship from leaders across Australia, the UK, Germany, and Japan, collaborate with teams in the Philippines and South Africa, and explore new markets or travel internationally. Recognised on Hatch’s Hotlist as one of Australia’s top employers, we support early-career professionals to become future global leaders.
• Shape your career - Access learning budgets, conferences, certifications, peer shadowing, and a global knowledge-sharing culture.
• Work where well-being matters - Experience catered wellness talks, exercise classes, free barista coffees, funded social clubs, and quarterly rooftop parties.
• Innovate with purpose - Use state-of-the-art tools and contribute to bold, impactful solutions in healthcare.
• Support at every stage - Benefit from parental and miscarriage leave, health, professional development, and personal days, and our Employee Assistance Program.

At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.