CRM & Lifecycle Marketing Manager

**About the role**:
Further your career in a position that’s more than just a job. Join the team as our first CRM & Lifecycle Marketing Manager and become an integral part of our digital clinics, Polln and Hazel.

As the CRM & Lifecycle Marketing Manager, you’ll lead the charge in developing and executing strategic initiatives that drive patient engagement, retention, and long-term loyalty. Your responsibilities will include crafting and implementing multi-channel retention campaigns designed to nurture and retain patients, using data-driven insights to continuously improve results. Working closely with cross-functional teams, you’ll optimise the patient lifecycle, create personalised journeys, and transform data into actionable strategies that enhance patient experiences and fuel the growth of our digital clinics.

**What you'll do**:

- Develop and execute comprehensive retention strategies that focus on keeping patients engaged with the clinic’s services over time.
- Own the end-to-end patient lifecycle, from initial acquisition through ongoing engagement, loyalty, retention and advocacy.
- Work with marketing and clinical teams to develop loyalty programs and service offerings that incentivise repeat visits.
- Gather and analyse patient feedback to identify areas of improvement and enhance the overall patient experience.
- Monitor NPS by conducting regular patient satisfaction surveys and develop action plans based on insights.
- Use CRM systems to track patient interactions, working with the Systems & Technology Team to implement automated workflows where necessary.
- Identify key touchpoints within the customer/patient journey where retention efforts can be improved and deploy strategies to enhance those interactions.
- Track and report on key retention metrics such as patient churn rate, engagement levels, and satisfaction scores.
- Use data analytics to assess the effectiveness of retention initiatives and propose adjustments where necessary.

**About you**:
If you're a CRM & Lifecycle Marketing Manager, fuelled by a genuine passion for turning customers and patients into advocates, driving loyalty, and taking ownership of your work, we want you on our team.

You’re obsessed with making customers smile and you're excited about building your career within a national digital health organisation. You’ve got strong analytical, project management and communication skills, and you have proven success in a retention or lifecycle marketing role.

You're a creative thinker who’s not afraid to try new things and have a strong understanding of You thrive in a fast-paced environment and you’re excited to work across a variety of projects and brands simultaneously. Experience in the healthcare industry is a plus.

This is a full-time hybrid position (4 days per week in office) based in Hawthorn, Victoria. Salary commensurate with experience.

**Skills and experience**:

- Experience in lifecycle marketing or retention roles, ideally within the healthcare, wellness, or tech industries.
- Strong understanding of customer journey mapping and lifecycle management
- Strong understanding of 1:1 marketing best practices, segmentation, and personalised messaging.
- Strong analytical skills with experience using tools like Google Analytics

**Bonus Points**:
**Nectar Brands is a digital health start-up redefining the future of care.**:
Our mission is to improve the health outcomes for patients Australia-wide by making healthcare more accessible, convenient, and connected.
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Our first brand Polln provides access to holistic virtual care and alternative treatments such as medicinal cannabis to patients across Australia.
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And there’s a whole lot more to come.
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We’re looking for the right person to join us as we continue to grow and expand the Nectar Brands portfolio.

**Why work for Nectar Brands?**:
Join a company that is committed to **doing well by doing good.**
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You’ll be part of an incredibly fast-growing start-up merging two exciting new industries - **cannabis** and **digital health.**

**‍**Opportunities for **professional growth** as the company scales
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**Challenging, meaningful** work that has a positive impact on the lives of our customers

**How to apply**:
CRM & Lifecycle Marketing Manager

Join us in our mission to personalise healthcare and improve the health outcomes of patients Australia-wide, one brand at a time.