About the role

We are looking for a data-driven, compassionate, and AI-forward leader to own the end-to-end member journey. You will architect and scale our CRM and lifecycle strategies to drive deep engagement, retention, and long-term member value across email, SMS, and web push notifications.

What you'll do

• Lifecycle Strategy: Own the end-to-end lifecycle roadmap (email, SMS, web push) to drive member retention, reactivation, and long-term value across 70+ different health communities.
• Journey Mapping: Execute sophisticated, automated member journeys tailored to 10+ segments and 40+ different chronic conditions.
• Personalization at Scale: Implement AI tools for automated copy testing, dynamic content generation, and planning to maximize user engagement and business value across all chronic condition communities.
• Cross-functional Collaboration: Partner with the Product, Analytics, and Content teams to align messaging with product features, and community and medical expert insights.
• Testing and Optimization: Lead a rigorous A/B testing framework for content, creative, and cadence to continuously improve open rates, CTR, and retention.
• Performance Analysis: Establish and track KPIs (e.g., churn reduction, engagement rates), presenting actionable insights to senior leadership.
• Tech Stack Management: Oversee the CRM marketing ecosystem (e.g., Iterable, Twilio SendGrid, or Braze) and ensure data integrity and deliverability.
• Team Development: Lead and mentor a growing team of lifecycle marketers, fostering a culture of ownership and innovation.
  
  

Qualifications

• Experience: 8+ years in CRM, lifecycle, or retention marketing, with at least 2 years in a leadership role
• Industry Knowledge: Experience in digital health, health tech, or subscription-based consumer products highly preferred
• Technical Proficiency: Deep expertise in messaging automation platforms (Iterable and Twilio SendGrid preferred) and familiarity with HTML/templating (Liquid/Handlebars)
• Analytical Mindset: Expert-level ability to interpret complex data sets and translate them into scalable marketing insights and strategies
• Communication: Exceptional writing and presentation skills, with the ability to communicate effectively with clarity and empathy
• Mission Alignment: A genuine passion for helping people with chronic conditions find community and support