At HealthHero, we have an exciting opportunity for a commercially-minded CRM Marketing Manager to lead our in-life customer engagement, upsell and retention strategy.

The ideal candidate combines strong lifecycle marketing expertise with an understanding of performance marketing and customer acquisition.

You will be comfortable using customer data to drive personalised communications across owned and paid channels, with a proven track record of improving retention, engagement, and customer lifetime value.

You will work cross-functionally with internal and external clients’ Marketing, Product, Data, Customer Experience, and Commercial teams to ensure customers receive relevant, timely, and valuable communications throughout their customer journey.

Key Responsibilities

Customer Lifecycle Management

• Own and optimise customer lifecycle journeys across onboarding, activation, engagement, retention, renewal, and win-back.

• Collaborate with Acquisition and Performance Marketing teams to develop a seamless customer journey from acquisition through retention and loyalty.

• Plan, build, execute, and manage multi-channel CRM campaigns, including associated paid media and performance marketing campaigns.

• Map and continuously refine end-to-end customer journeys based on behavioural and transactional data.

• Measure the incremental impact of CRM and paid media activity on customer engagement, retention, and lifetime value.

Retention & Loyalty

• Develop engagement programs that encourage product usage, service adherence, and long-term loyalty.

• Identify at-risk customer segments and create proactive intervention strategies.

Segmentation & Personalisation

• Create meaningful customer segments using demographic, behavioural, transactional, and health engagement data.

• Partner with analytics teams to identify customer insights and opportunities for personaliation.

• Use testing methodologies to continuously improve targeting and customer relevance.

Data & Performance Analytics

• Monitor and report on key CRM KPIs, focussed on Engagement and satisfaction, Retention/ renewals, as well as Customer lifetime value (CLV).

• Conduct multivariate testing to optimise campaign performance.

• Generate actionable insights and recommendations for leadership.

Cross-Functional Collaboration

• Partner with Product teams to implement automated lifecycle journeys and customer-triggered communications.

•Work closely with Customer Service and Operations teams to identify engagement opportunities and pain points.

•Collaborate with Compliance and Regulatory teams to ensure customer communications meet healthcare and data privacy requirements.

CRM Platform & Automation

• Own day-to-day management of CRM and marketing automation platforms.

•Build and maintain automated customer journeys and campaigns.

• Ensure CRM data quality, governance, and regulatory compliance.

Skills & Experience

• Experience activating CRM audiences within paid media channels for re-engagement, cross-sell, upsell, and win-back campaigns to drive commercial outcomes and improve customer lifetime value.

• Proven experience designing and executing customer lifecycle programs across email, SMS, push notifications, and marketing automation platforms.

• Strong analytical skills with experience using customer data to drive decision-making for customer segmentation, personalisation, retention, and churn reduction strategies.

• Hands-on experience with CRM and marketing automation platforms such as Braze, HubSpot, Adobe Campaign, SalesForce Marketing Cloud etc.

• Comfortable working with data tools such as Excel, SQL, Tableau, Power BI, or Looker.

• Knowledge of GDPR and customer data privacy requirements.

Desirable

• Experience in healthcare membership, digital health, pharmacy, private healthcare, insurance, or wellness sectors.

• Hands-on experience with paid digital channels including Meta, Google, TikTok, or programmatic platforms.

About us

We exist to simplify healthcare and improve lives by making care feel instant, intelligent and human.

HealthHero is Europe’s largest digital health provider, delivering 4 million consultations per year. But we’re just getting started. We’ve built a seamless digital clinic that brings body and mind together — from GP appointments and mental health support to long-term condition management. By sitting behind the world’s leading insurers and employers and supporting public health systems, we make it easier for millions of people to get the care they need, exactly when they need it.

We are a high-growth, capital-backed business with a sophisticated scale strategy. Our team is a unique blend of digital pioneers, management consultants, creatives and industry-leading clinical experts.

We aren’t just digitising appointments; we’re building the next generation of healthcare. We’re creating an AI-powered, always-on ecosystem that learns from every interaction to shift the needle from reactive treatment to proactive, sustainable health.

At HealthHero, we are digital when it should be and human where it counts. Join us, and help build a next generation health system the world is waiting for.

What we offer

• Competitive salary

• Generous holiday of up to 33 days per annum inclusive of bank holidays

• Company Pension Scheme

• Simply Health cash plan membership

• Life Assurance

Closing date: Friday 27th November 2026 (5pm)

Hybrid: Two days per week in our Central London office

Additional information

*We reserve the right to close this job in the event we receive a sufficient number of applications.

**Please note that we are unfortunately unable to offer a sponsor licence to candidates who require sponsorship from their employer.

Equality, Inclusivity and Diversity

In line with our commitment to Equality, Inclusivity and Diversity, we welcome and encourage applications from all suitably qualified candidates from all backgrounds. We are committed to supporting and promoting equality and diversity and aim to establish an inclusive working environment. As such, we welcome diverse applications from candidates irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic and national origin), religion or belief, sex, or sexual orientation.

We are a certified Disability Confident Employer and is committed to affording equal opportunities for candidates with disabilities or special needs. Should you require any reasonable adjustments to be made at any part of your application process, please let us know by contacting us at recruitment-team@healthhero.com