Head of CRM

🔥 18 minutes ago

🇬🇧 United Kingdom – Remote

💵 £70k - £85k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Releaf

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

🏥 Healthcare

💊 Pharmaceuticals

💰 $6.7M Series B on 2024-02

Healthcare • Pharmaceuticals

Releaf is a UK-based medical cannabis clinic that helps patients access prescribed THC-rich cannabis therapies. It provides expert consultations (chat support Mon–Fri), guides new patients through eligibility and how treatment works, offers starter kits and delivery-to-door services, and publishes patient stories, research, legal and educational content focused on medical cannabis for a wide range of conditions (chronic pain, neurological disorders, mental health, cancer support, etc. ). The organisation positions itself as a clinical and educational resource shaping the UK medical cannabis sector.

📋 Description

• Own Releaf's retention strategy across patient activation, engagement, subscription growth, and churn reduction • Lead the ongoing development of Releaf+, the subscription model, ensuring patient value and commercial performance • Develop and manage loyalty mechanics, refer-a-friend programmes, and retention incentives • Partner with the Brand Team to market and communicate retention products, including the Releaf medical cannabis card, Releaf Protect, and free legal support for Releaf+ patients • Build proactive intervention programmes to identify and address early signs of patient drop-off • Develop and execute patient communications across the full lifecycle, from onboarding through long-term retention • Ensure CRM activity is data-led, segmented, and aligned with retention goals • Maintain alignment between patient communications and operational changes, including medication, formulary, and patient support updates • Collaborate with CRO and UX teams to test and optimise pre-payment and post-login patient experiences • Connect CRO activity to retention outcomes using retention data and UX insight • Build relationships with Clinical, Dev, Operations, and Patient Support teams • Bridge operational changes and patient-facing communications • Partner with the Head of Performance Marketing on acquisition-to-retention handoff, patient quality, and LTV • Report retention performance and surface insights to the Marketing Director and senior stakeholders • Report directly to the Marketing Director and lead a team of 5

🎯 Requirements

• Proven experience in a senior growth, retention, or lifecycle marketing role, ideally in a digital health, healthtech, or subscription business • Track record of owning and improving retention metrics, including churn, LTV, activation, and engagement • Strong understanding of CRM strategy and patient or customer lifecycle communications • Experience marketing subscription products or membership programmes, including auditing and rebuilding what isn't working • Commercial acumen, including building business cases, setting goals, and accountability for outcomes • Experience collaborating cross-functionally with clinical, operational, and commercial teams • Experience working in a regulated industry • Strong analytical skills and ability to translate data into clear strategy for non-technical stakeholders • Experience leading and developing a small team

🏖️ Benefits

• Inclusive environment where everyone feels valued, respected, and able to do their best work • Reasonable adjustments throughout the recruitment process