Senior CRM & Lifecycle Architect — Healthcare Growth

Careers at Eucalyptus; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

Eucalyptus is seeking a senior CRM Manager to own the full patient lifecycle for Juniper across onboarding, engagement, retention, churn prevention and reactivation. This role is hands-on and strategic, embedded in Product Growth, and focused on building a data-driven lifecycle engine that uses segmentation and experimentation to improve conversion and lifetime value.

You will partner with Analytics, Growth, Product, Copy and Design to shape and grow the CRM function, while upholding privacy,

Qualifications

• 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.

Responsibilities

• 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.

Skills

CRM

Lifecycle marketing

Retention strategy

Engagement marketing

Data segmentation

Cross-functional leadership

Dashboards & analytics

Experimentation

Communication

Tools

Braze

Customer.io

Iterable

Klaviyo

Job description

Eucalyptus is seeking a senior CRM Manager to own the full patient lifecycle for Juniper across onboarding, engagement, retention, churn prevention and reactivation. This role is hands-on and strategic, embedded in Product Growth, and focused on building a data-driven lifecycle engine that uses segmentation and experimentation to improve conversion and lifetime value.

You will partner with Analytics, Growth, Product, Copy and Design to shape and grow the CRM function, while upholding privacy,