Head of Loyalty & CRM
Confidential
Head of Loyalty & CRM
About the Company
Rapidly growing direct-to-consumer telemedicine platform offering personalized subscription-based care.
Industry
Health, Wellness and Fitness
Type
Privately Held, Private Equity-backed
About the Role
The Company is seeking a Head of Loyalty & CRM to play a pivotal role in the organization's next phase of expansion. The successful candidate will be responsible for transforming patient intelligence into commercial outcomes, with a focus on increasing retention, growing customer lifetime value, and delivering an exceptional patient experience. This is a strategic and operational role that goes beyond traditional email marketing, requiring a deep understanding of CRM, data, and predictive analytics. The Head of Loyalty & CRM will be tasked with building a comprehensive profile of the patient base, segmenting it for targeted engagement, and owning the lifecycle and CRM strategy across the full patient journey. A key aspect of the role is to design and implement a loyalty program that aligns with the recurring health model, and to lead the go-to-market for new and relaunched therapies, ensuring the right patients are engaged at the right time. The ideal candidate will have a background in consumer services, particularly in subscription-based models, and at least 10 years' experience in CRM, lifecycle, loyalty, or retention. They should have a proven track record of measurably growing LTV, reducing churn, and be adept at building and operating a CRM and lifecycle stack. A data-driven approach, a disciplined experimentation mindset, and the ability to communicate effectively and rally the organization around the patient are essential. Experience in a regulated healthcare context and the ability to translate patient intelligence into acquisition strategies are a plus. The role demands a player-coach who can lead a team and partner with clinical and operations teams to support patient adherence and engagement. Success will be measured by the improvement in core KPIs, the establishment of a testing cadence, and the development of a repeatable playbook for patient engagement.
Functions
- Marketing
- Data Management/Analytics
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