Numan is hiring a Retention CRM Lead
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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:Developing, executing, and personally building retention and winback campaigns across all lifecycle channels.
Leading iterative test-and-learn initiatives to validate new strategies, channels, and creative approaches.
Designing and evolving loyalty and engagement programmes that increase customer lifetime value.
Partnering with Data and Analytics to measure, report, and act on campaign performance and ROI.
Using segmentation and behavioural insights to deliver personalised, contextual patient experiences at scale.
Collaborating cross-functionally to improve the end-to-end customer journey and ensure consistent messaging across touchpoints.
Championing experimentation and continuous improvement, staying ahead of CRM and retention trends.
Managing lifecycle projects from planning through execution, ensuring timely delivery and alignment with commercial goals
Proven experience in CRM, lifecycle, or retention marketing roles.
Experience in a regulated industry (healthcare, pharma, or fintech).
Strong analytical mindset with the ability to translate data into iterative, actionable insights.
Technical fluency in CRM platforms (Customer.io, Braze, Klaviyo, etc.), including personal experience with campaign setup, automation logic, and event-triggered flows.
Experience developing segmentation strategies and personalised communications at scale.
Excellent project management and stakeholder engagement skills.
A proactive, results-driven mindset and genuine passion for improving patient outcomes.
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