Retention CRM Lead
The Role
We're looking for a highly motivated individual to lead retention and winback within Numan's Marketing Centre of Excellence. This is a pivotal role for someone who thrives at the intersection of data, creativity, and technology - using personalised, impactful communications to engage, convert, and retain patients. You'll own retention and winback performance across email, SMS, push notifications, and direct mail, driving long-term value through meaningful patient relationships. You'll report to the Head of Lifecycle Marketing and work closely with Commercial, Product, Brand, and Clinical teams to design, deliver, and optimise best-in-class lifecycle programmes. It's a blend of strategy and hands-on execution, where you'll personally build, experiment, iterate, and scale what works.
You'll be:
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Developing, executing, and personally building retention and winback campaigns across all lifecycle channels.
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Leading iterative test-and-learn initiatives to validate new strategies, channels, and creative approaches.
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Designing and evolving loyalty and engagement programmes that increase customer lifetime value.
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Partnering with Data and Analytics to measure, report, and act on campaign performance and ROI.
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Using segmentation and behavioural insights to deliver personalised, contextual patient experiences at scale.
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Collaborating cross-functionally to improve the end-to-end customer journey and ensure consistent messaging across touchpoints.
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Championing experimentation and continuous improvement, staying ahead of CRM and retention trends.
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Managing lifecycle projects from planning through execution, ensuring timely delivery and alignment with commercial goals
We're looking for someone who has:
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Proven experience in CRM, lifecycle, or retention marketing roles.
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Experience in a regulated industry (healthcare, pharma, or fintech).
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Strong analytical mindset with the ability to translate data into iterative, actionable insights.
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Technical fluency in CRM platforms (Customer.io, Braze, Klaviyo, etc.), including personal experience with campaign setup, automation logic, and event-triggered flows.
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Experience developing segmentation strategies and personalised communications at scale.
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Excellent project management and stakeholder engagement skills.
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A proactive, results-driven mindset and genuine passion for improving patient outcomes.
It’s a bonus if you have:
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Working knowledge of SQL, Google BigQuery, or similar analytics tools.
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Experience in a high-growth, fast-paced environment.
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A Bachelor's or advanced degree in Marketing, Business, or related field.
