CRM Manager

Careers at Eucalyptus · AU - HQ - NSW

  • Senior
  • Full-time
  • Posted 2026-09-21
  • Confirmed live on 25 September 2026

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Job description

About Eucalyptus

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-functio

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