Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. Hims & Hers connects consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to primary care, mental health, sexual health, skincare, and more. Launched in November 2017, the platform also offers thoughtfully created and curated health and wellness products. With products and services available across all 50 states and Washington, D.C., Hims & Hers’ mission is to make it easier for all Americans to access affordable care and treatment for conditions that impact their daily lives. In January 2021, the company was listed on the NYSE at an initial valuation of $1.6 billion and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com.

About the role:

We’re looking for a Senior CRM Manager, with a Retention-First mindset to join our growing team. The ideal candidate is passionate about the end-to-end customer journey, is natural at empathizing with the customer, and is relentless at finding the levers to drive customer engagement and retention. You’re constantly curious about what happens pre and post-click and know how to partner with cross-functional teams to unlock new customer-centric strategies. You know CRM is so much more than just sending emails; you’re excited to think outside the box regarding how to drive customer engagement.

 

Responsibilities:

Lead the CRM strategy for dedicated vertical; leveraging email, push, SMS, and app-inbox, including the use of personalization and deep-linking to acquire, activate and retain customer base

Regularly analyze CRM funnel KPI’s to identify opportunities to optimize pre and post click experiences with cross functional teams

Partner with cross-functional stakeholders from Integrated Marketing, Product Marketing, Product, Insights and more to advance acquisition and retention goals

Develop best in class testing roadmaps from experimentation planning and development to scaling the learning

Work with our product, data and engineering teams to design and launch complex automated campaigns and ensure high quality, error-free implementation, testing and QA of CRM campaigns

Work with the Director, CRM and Senior CRM Managers to overhaul reporting structure and dashboards to unlock program visibility internally and to cross-functional teams

Manage, mentor and develop a team of 1 with an opportunity to grow the team

Required: 

Bachelor’s Degree or equivalent 

8+ years experience in CRM & Lifecycle, subscription experience a plus

A knack for managing complexity and paying attention to the finer details, while also seeing the big picture and appreciating progress over perfection

Customer-centric mindset with experience using customer insights (qual and quant) to inform business strategy and day-to-day decision-making

Ability to communicate the benefits of strategies to business audiences of all levels

Expertise in bringing cross-functional stakeholders together to advance retention goals

Familiarity with Braze, Iterable, Marketo or similar ESP

Ability to drive experimentation focused on core success metrics 

Knowledge of HTML, CSS and email client basics

Preferred:

In-depth understanding of the healthcare, wellness, or CPG industry a plus 

Knowledge of FDA & HIPAA regulations a plus 

Strong desire and curiosity to learn

Salary and compensation

$60,000 — $120,000/year