CRM Manager

Releaf Dispensary Ltd is a leading medical cannabis clinic committed to providing high-quality, safe, and effective cannabis-based treatments. Headquartered in the UK, we aim to enhance the quality of life for our patients through innovative solutions and outstanding patient service.

We’re a fast-growing team of passionate professionals on a mission to put patients back in control of their health journey. We’ve seen first-hand how alternative treatments can change lives, and we’re proud to be at the forefront of that change.

We're looking for a data-driven CRM Manager to own Releaf's patient communications strategy end to end. This is a remote-first role with occasional in-person meetings.

The ideal candidate thinks scientifically about CRM - you're not just a good writer, you're someone who treats every send as an experiment. You care about open rates, click-through rates, conversion, and lifetime value as much as you care about copy. You'll be joining at a pivotal moment: our patient base is growing fast, our comms infrastructure needs a full overhaul, and you'll have the autonomy and the mandate to build it properly. You'll work closely with our Growth team and wider marketing department to ensure that every touchpoint in the patient journey is intentional, optimised, and measurable.

You'll bring proven experience with Klaviyo and SMS platforms, a genuinely data-driven mindset - comfortable pulling your own reports, identifying patterns, and presenting insight-led recommendations - and a strong understanding of email deliverability, segmentation, and lifecycle marketing best practice. Excellent writing skills, the ability to adapt tone across different audiences and stages of the patient journey, and a genuine interest in healthcare and patient-centred communication are a must. You'll be comfortable with high ownership and thriving in a fast-paced environment where things move quickly and your decisions have real commercial impact. Ideally you'll have 3+ years of experience in a CRM, lifecycle marketing, or retention role within healthcare, healthtech, or a regulated B2C environment.

Key Responsibilities

• CRM Strategy & Ownership: Own Releaf's patient communications strategy across email and SMS end to end - from first touch through to retention and lifetime value. Take full accountability for the performance of the channel and how it contributes to conversion rate and patient lifetime value.
• Patient Journey Overhaul: Conduct a full audit of the existing patient journey, mapping every comms touchpoint and rebuilding automations where needed. Building high-quality nurture flows that reflect where patients are in their journey.
• Platform Management: Build, manage, and optimise flows and campaigns in Klaviyo and Power Two. Own the technical setup, segmentation logic, and automation architecture across both platforms.
• Data-Led Optimisation: Take a scientific approach to everything - send cadence, segmentation, timing, subject lines, content, and CTAs. Form hypotheses, design tests, analyse results, and iterate. Using prior experience.
• Reporting & Insight: Report on CRM performance with clear, insight-led commentary. Not just what happened, but why it happened and what we do next. Surface patterns in patient behaviour and feed recommendations back cross-functionally to the wider to inform product, content, and operational decisions.
• Database Health: Own list hygiene, segmentation, suppression, and flows. Monitor deliverability and take proactive steps to protect sender reputation and maintain a clean, engaged database.
• Cross-functional Collaboration: Work closely with the Growth team to ensure comms align with conversion rate optimisation across the full patient journey. Collaborate with the brand and content teams on messaging, tone, and campaign planning.
• Compliance: Ensure all CRM activity, patient communications, and data handling meets regulatory and compliance requirements relevant to the medical cannabis sector.

We’re looking for someone who is excited to join a busy growing organisation - our team culture is based on support and respect and we take a proactive approach to employee progression and development.

Ideally you'll have experience within a regulated industry and have a good understanding of healthcare, with 4-6 years of experience. This role will join a growing team and will involve managing and mentoring junior employees so experienced at managing a team is also beneficial.

The ideal candidate for this role will be happy to roll their sleeves up and can take ownership of this role. In return, we offer flexible working; personalised training and development; private health insurance, Employee Assistance Programmes; access to employee perks and Releaf staff patient benefits.