Senior CRM Manager

Hertility is a women’s health company built by women, for women. We’re shaping the future of reproductive healthcare by pioneering unique diagnostic testing that provides data-driven and advanced insights into reproductive health, fertility decline and the onset of menopause. We provide expert advice, education and access to care - all from the comfort of your home.

31% of women will suffer from a reproductive health issue at some point and through our research, we aim to reduce the time to diagnosis through advanced at-home testing and specialist gynaecological care. We tailor pathways to the individual's reproductive goals, whether it be to explore their ovarian health and fertility options or overall hormonal health, such as confirming a PCOS diagnosis. Currently, we can diagnose 18 of the most common gynae pathologies which may lead to reduced fertility and signpost gynae cancers.

Ultimately, we aim to change attitudes around reproductive health, both for individuals and in the workplace, and to encourage women to be proactive by tracking their reproductive health. We’re calling this the Reproductive Revolution!

The role

The Senior CRM Manager should be a strategic and technically minded CRM professional, with an interest in data, technology, customer growth, automation, reporting and customer communications. 

As the Senior CRM Manager, you will be responsible for developing and executing strategies to enhance our customer relationships, maximise customer lifetime value, and drive business growth. All campaigns should be data-driven and truly measurable, meaning robust testing plans and reporting are essential.

The role reports to the Director of Growth and you will work closely with the Growth and Brand team, as well as the Product and Engineering teams. Key responsibilities will include, but not be limited to: 

• Strategy Development: Develop and implement comprehensive CRM strategies aligned with Hertility’s objectives to acquire, retain, and engage customers effectively.
• BAU Execution: Develop and manage our communications strategy for email, sms and app, ensuring the smooth running and development of all communications, including both business-as-usual (BAU) and lifecycle, from acquisition to retention. 
• Data Analysis and Insights: Utilise data-driven insights to segment customers, identify opportunities, and optimise CRM campaigns and initiatives.
• Customer Journey Optimisation: Oversee the end-to-end customer journey, ensuring seamless and personalised experiences across all touch points, including email, SMS and mobile app.
• Cross-functional Collaboration: Collaborate with internal teams, including Growth, Brand, Product Development, Engineering and Customer Support, to align CRM initiatives with broader business strategies and objectives.
• Performance Monitoring and Reporting: Establish OKRs, metrics, and dashboards to monitor the performance of CRM initiatives, track customer engagement, and measure the effectiveness of campaigns.
• Braze Management:
  • • Be the CRM champion for Braze, showcasing new features and identifying opportunities to maximise usage of Braze features, such as Content Cards, In-app messaging, Push notifications, SMS etc.
    • Lead all technical solutions for Braze SDK integrations identifying missing components in our MarTech stack that would unlock opportunities or improve process efficiencies.
    • Build complex personalised automations using API data, liquid logic and Moveable Ink to create dynamic templates.
• Continuous Improvement: Stay abreast of industry trends, best practices, and emerging technologies in CRM and customer experience management to drive continuous improvement and innovation.

Requirements

We are looking for mission-driven people who care passionately about positively impacting lives and improving women’s health. You will be excited by change and working in a fast-paced learning environment; building relationships and taking ownership and responsibility for your work.

You’ll lead the CRM function, working closely with all departments. Working in a high-growth startup is not for the faint-hearted and we look for people who are resilient and solution-driven; when you see something not working, you will flag it and be part of the solution. You will be an excellent communicator with the ability to translate complex to simple, bringing your ideas to life.

You will be a good fit if you have experience in:

• Building a CRM strategy and using CRM for customer growth throughout the funnel: acquisition, activation, retention and referral.
• Braze or large and complex, CRM systems and at least 5 years of experience in a technical CRM role.
• Identifying opportunities to improve efficiency through process automation.
• Scripting (HTML) and experience in Liquid would be ideal.
• Understanding of algorithms, data structures and how they can best used to power CRM campaigns.
• Building email campaigns including understanding segments, triggers and logic building
• Managing multiple projects, programmes and priorities simultaneously, in a fast-paced, dynamic environment.

Benefits

We are a young, dynamic team revolutionising women’s health. As a Senior CRM Manager, you will get a salary of £55,000 - £75,000 + equity options as well as:

• 33 days paid holiday allowance (including public holidays).
• Company laptop.
• Flexible working hours - we trust that our team can manage their time and will get the job done.
• 5% pension scheme matched by 4% employee contribution.
• Mental health support from an in-house counsellor.
• Free access to Hertility Health products and services, including free-of-charge hormone and fertility tests and discount codes for employee friends and family.
• Opportunities for further learning and development.
• Enhanced Family Leave policy (maternity leave/paternity leave/ adoption leave).
• Progressive health leave (menstruation and menopause policies).

Equality & Diversity:

Hertility Health is an equal opportunity employer committed to diversity and inclusion within the workplace and throughout our application process. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We understand that applying for a new job takes a lot of work and we value your time. We are looking forward to reading your application