About
We believe healthcare should be accessible, dependable and affordable for everyone. Now part of Hims & Hers Health, Inc., one of the fastest-growing digital health companies in the world, we're entering an exciting new chapter as we expand our reach and accelerate our impact.
Responsibilities
•Own and evolve the Retention and CRM strategy, with a focus on German-speaking patients/ZAVA Germany locale, aligned with business objectives and senior leadership direction.
•Define and own the CRM and lifecycle roadmap, balancing short-term performance with long-term growth.
•Drive innovation in Email and SMS (WhatsApp) marketing through personalisation and automation.
•Lead the strategic planning and execution of multi-cycle omni-channel campaigns.
•Implement and refine processes for QA, A/B testing, list segmentation, and personalisation.
•Own CRM platform capability, including tooling strategy, governance, access, and best practices.
•Identify opportunities to improve technical setup, automation, and data usage.
•Analyse campaign performance data to uncover trends, generate insights, and drive continuous improvement.
•Create reports highlighting key performance indicators like open rates, click-throughs, conversions, and unsubscribes.
•Create reports highlighting key retention metrics: RRs, active and churned patients, qualitative data analysis.
•Ensure consistent brand voice and compliance with email regulations and best practices.
•Guide email content structure and optimisation strategies to internal stakeholders.
Requirements
•Fluent German, written and spoken.
•Proficient English - able to effectively communicate with internal teams, written and spoken.
•Demonstrable experience in CRM marketing management (Email / SMS / WhatsApp).
•Demonstrable experience owning CRM strategy and execution.
•Deep understanding of customer lifecycle.
•Proficiency in complex automated journeys and data-driven marketing.
•Testing - proven experience validating hypotheses and familiarity with testing models as well as statistical significance.
•User segmentation - familiarity with implementing complex user segmentation to optimise user journeys.
•Hands-on experience with HTML & CSS.
•Hands-on experience using customer.io, Braze, Klaviyo or similar CRM platforms.
•Strong stakeholder management and collaboration skills.
•Relentless goal focus - ability to own a project or KPI and get stuff done with a strong sense of ownership.
•Iterate and test mentality.
•Excellent attention to detail.
•Highly analytical with strong numeracy and statistical skills.
Nice to have
•Degree or relevant experience in design.
•Data Analytics and dashboard reporting skills.
•Experience in D2C eCommerce, healthcare, or a highly regulated industry.
Benefits
•33 days per annum pro-rata (inclusive of public and bank holidays)
•Your birthday (or another day) off
•Company pension scheme
•Health & Personal Leave
•Free access to Wellness Cloud, advice, counselling, and corporate discounts
•Healthcare cashback plan through SimplyHealth
•20% off ZAVA products & services for you and your friends and family
•Remote, hybrid, and flexible working (role dependent)
•MacBook Pro
•Flexible bank holidays - take the ones that matter the most to you
•Annual £500 training budget
•Vitality Private Health Insurance + Vitality discounts & headspace membership
•Workplace Nursery Salary Sacrifice Scheme
•Pension Salary Sacrifice Scheme
•Holiday entitlement increases with tenure
•Company sabbatical after 2 years
•Opportunity to work from overseas for 2 months each year
•Gift vouchers after 3, 5, and 10 years of service
•Season ticket loan
•Cycle to work scheme
