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Eucalyptus (now part of Hims & Hers) is a digital healthcare company focused on weight management and preventive health. The company operates Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalized nutrition, movement support, and clinician-led care. Eucalyptus also operates a growing family of digital health clinics across men's health, fertility, skincare, and preventative health, serving patients across Australia, the UK, Germany, Japan, and Canada.
You will own the complete patient lifecycle for Juniper's CRM function, sitting within Product Growth. This is a senior, hands-on individual contributor role where you will set strategy, work directly in the CRM platform, and build a data-driven lifecycle engine that determines which communication reaches which patient, at what time, and through which channel.
Key responsibilities include:
- Own CRM across the complete patient lifecycle: lead nurture, onboarding, early engagement, active treatment, retention, churn prevention, win-back, and reactivation
- Audit and improve existing communications to ensure coordinated, relevant patient experiences
- Design, build, and optimize always-on lifecycle journeys across email, SMS, push, and in-app channels
- Develop segmentation strategies based on patient behavior, lifecycle stage, condition, treatment journey, engagement, recency, and churn reason
- Partner with Analytics to build a CRM decision-making engine using patient and behavioral data
- Build and maintain campaigns directly within the CRM platform, including triggers, branching logic, personalization, exit conditions, and measurement
- Create a structured experimentation playbook for CRM with clear hypotheses, prioritized tests, and measurable outcomes
- Establish holdouts and measurement approaches to understand incremental CRM impact beyond last-click attribution
- Own CRM reporting across funnel conversion, retention, reactivation, lifetime value, channel health, and deliverability
- Translate performance data into clear recommendations about what to build, improve, scale, or stop
- Lead cross-functional delivery by giving clear direction to Analytics, Copy, Design, Product, and other partners
- Maintain strong standards for contact frequency, consent, list health, deliverability, and responsible communication in a healthcare environment
You will partner closely with Analytics, Growth, Product, Copy, and Design teams, with the opportunity to shape how the CRM function and team grow over time.
REQUIREMENTS:
- 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 comparable tool
- Experience owning sophisticated lifecycle programs with multiple customer cohorts, products, journeys, or behavioral states
- Strong segmentation instincts with ability to translate customer data and behavioral signals into meaningful, actionable audiences
- Confidence reading dashboards, diagnosing funnel drop-off, identifying opportunities, and estimating commercial impact
- Strong understanding of CRM best practice including journey architecture, personalization, experimentation, deliverability, and contact governance
- Experience measuring CRM against business outcomes such as conversion, retention, churn, reactivation, and lifetime value (not just opens and clicks)
- Practical experimentation mindset with experience developing hypotheses, choosing success metrics, and making decisions based on results
- Ability to move comfortably between strategic thinking and detailed execution; can define roadmap and build journeys independently
- Strong cross-functional leadership skills and ability to create clarity across teams without formal authority
- Excellent communication and judgment, including ability to create relevant, empathetic experiences for patients navigating sensitive health journeys
- Comfort operating autonomously in a fast-moving environment where foundations are still being built
