Head of CRM

The company is the UK's leading medical cannabis clinic. A certified B Corp, with over 170 staff, we connect patients with specialist clinicians, streamline access to prescriptions, and support thousands of people across the UK. We're on a mission to rethink healthcare - making specialist medical care more accessible, more human, and more effective.

This is an exciting moment to join the company. We have strong product-market fit, a growing patient base, and ambitious international plans. We're now looking for a Head of CRM to own the full post-acquisition patient journey - keeping patients engaged, on treatment, and deriving real value from everything the company has to offer.

The role

You'll report directly to the Marketing Director and lead a team of 5. You'll own the company's retention strategy end-to-end, from subscription and loyalty mechanics through to how we communicate and market the products and benefits that keep patients with us long-term.

This is a strategic role with real commercial weight. You'll need to think clearly about patient lifetime value, move fast on opportunities, and build deep cross-functional relationships across Marketing, Clinical, Operations, and Patient Support.

Main Responsibilities

Retention Strategy

• Own the company's retention strategy, setting clear goals across patient activation, engagement, subscription growth, and churn reduction

• Lead the ongoing development of the company+ - our subscription model - ensuring it delivers genuine value to patients and performs commercially

• Develop and manage loyalty mechanics, refer-a-friend programmes, and other retention incentives that drive long-term patient engagement

• Work alongside the Brand Team to market and communicate the company's retention products - including the the company medical cannabis card, the company Protect, and free legal support for the company+ patients - ensuring patients understand and use what's available to them

• Build proactive intervention programmes that identify early signs of patient drop-off and act on them before churn happens

CRM & Communications

• Work closely with the CRM & Lifecycle Lead to develop and execute a patient communications strategy across the full lifecycle - from onboarding through to long-term retention

• Ensure CRM activity is data-led, well-segmented, and aligned to retention goals

• Own the feedback loop between patient communications and operational reality - medication changes, formulary updates, patient support changes - ensuring comms reflect what's actually happening across the business

CRO

• Work in lockstep with the CRO & Experimentation Lead and the CRO and UX Designers. to ensure the pre-payment and post-login patient experiences are continuously tested, optimised, and improving

• Connect CRO activity to retention outcomes - what happens on the dashboard should be as informed by retention data as it is by UX insight

Cross-Functional Collaboration

• Build strong working relationships with Clinical, Dev, Operations, and Patient Support teams to stay close to changes that affect the patient experience

• Act as the commercial bridge between operational change and patient-facing communications - when something changes inside the business, you make sure it's reflected in how we communicate and retain patients

• Work closely with the Head of Performance Marketing to ensure a clean handoff from acquisition into retention, with shared visibility on patient quality and LTV

• Collaborate with the Marketing Director and senior stakeholders to report on retention performance, surface insights, and make the case for investment

What we're looking for

• Proven experience in a senior growth, retention, or lifecycle marketing role, ideally in a digital health, healthtech, or subscription business

• A track record of owning and improving retention metrics - churn, LTV, activation, engagement - not just reporting on them

• 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

• Commercially sharp - you build business cases, set goals, and hold yourself accountable to outcomes

• Comfortable working cross-functionally with clinical, operational, and commercial teams, not just marketing

• Experience working in a regulated industry - you understand the constraints and know how to operate effectively within them

• Strong analytical skills, able to translate data into clear strategy and communicate findings to non-technical stakeholders

• Experience leading and developing a small team

At the company, we believe that diverse teams build better businesses. We're committed to creating an inclusive environment where everyone feels valued, respected, and able to do their best work. We welcome applications from people of all backgrounds, identities, and experiences — and we're happy to make reasonable adjustments throughout the recruitment process if you need them. If you'd like to discuss this, please don't hesitate to get in touch.