Retention Marketing Manager

About ZAVA

We believe healthcare should be accessible, dependable and affordable for everyone. Now part of Hims & Hers Health, Inc., one of the fastest growing digital health companies in the world, we’re entering an exciting new chapter as we expand our reach and accelerate our impact.

Our team of Doctors, Engineers, Patient Care Advisors, Pharmacists, Marketers, Product Managers, UX Designers, Commercial, and Operations Specialists work together to build digital healthcare that truly fits around our patients’ lives.

The pandemic changed how people access care, and we’ve led the way by providing over 14 million consultations across the UK, Germany, France, Spain, and Ireland. More patients than ever turn to us for help with weight loss and other conditions that can be safely treated online. We’re evolving our service to make care even more personal, supportive and effective.

We’re doing more than providing healthcare. We’re empowering people to take control of their health, and with the support of Hims & Hers, we’re scaling our vision to become a global leader in digital healthcare.

The role

The digital healthcare market is a very exciting and competitive space that has seen considerable growth over the last few years.

As a Retention Marketing Manager, you’ll support with and evolve our CRM and lifecycle strategy across channels. for ZAVA Germany and support with ZAVA UK. You’ll define the CRM roadmap, lead strategic planning, and use data insight to drive long-term retention growth and LTV optimisation.

This role is highly scalable - you’ll start hands-on, mastering our CRM tools and refining our email and SMS program, optimising automated campaigns, transactional messaging, and driving revenue through personalised communication. Your mission will also be to lead and demonstrate expertise through constant optimisation and experimentation. Your mission: unlock meaningful growth through email, SMS and any other future channels to help us shape the future of digital healthcare.

What you'll own

• Own and evolve the Retention and CRM strategy for ZAVA Germany, supporting on UK, aligned with business objectives and senior leadership direction

• Define and own the CRM and lifecycle roadmap, balancing short-term performance with long-term growth

• Drive innovation in Email and SMS marketing through personalisation and automation

• Lead the strategic planning and execution of multi-cycle omni-channel campaigns

• Implement and refine processes for QA, A/B testing, list segmentation, and personalisation

• Own CRM platform capability, including tooling strategy, governance, access, and best practices

• Identify opportunities to improve technical setup, automation, and data usage

• Analyse campaign performance data to uncover trends, generate insights, and drive continuous improvements

• Own retention and lifecycle performance measurement, including LTV, retention rates, churn, and engagement metrics

• Create reports highlighting key performance indicators like open rates, click-throughs, conversions, and unsubscribes

• Create reports highlighting key retention metrics: RRs, active and churned patients, qualitative data analysis

• Ensure consistent brand voice and compliance with email regulations and best practices

• Guide email content structure and optimisation strategies to internal stakeholde rs

What you'll bring to the role

• Min 5+ years of experience in CRM, Email marketing and Retention activities

• Deep understanding of customer lifecycle

• Hands-on experience building email and SMS campaigns, segmentation, HTML design, and deliverability management

• Proficiency in complex automated journeys and data-driven marketing

• Email deliverability - you know what it takes to get our emails into our patients’ inboxes

• Testing - you have proven experience in validating hypotheses, and are familiar with testing models as well as statistical significance

• User segmentation - you are familiar with implementing complex user segmentation to optimise over user journeys

• Hands-on experience with HTML & C SS

Nice to have, but not at all essential

• Experience in healthcare, digital healthcare, technology, or direct-to-consumer industry

Personal qualities

• Fluent German language skills - written and verbal (essential)

• Fluent English - good enough to communicate with internal teams

• Relentless goal focus - you can own a project or KPI and get stuff done

• Strong management and people skills

• Iterate and test mentality

• Ambitious and passionate about marketing

• Humble and low ego

• Attention to detail

• Excellent collaboration skills

• A strong sense of ownership

• Highly analytical with strong numeracy and statistical skills

We encourage applications from people of all backgrounds. If you don’t meet every requirement but feel you could thrive in the role, we’d still love to hear from you. If you require any reasonable adjustments as part of the recruitment process, please let us know. DBS check may be required