Responsibilities

• Map Aalto’s end-to-end customer lifecycle and identify the biggest opportunities and drop-off points
• Build our CRM and lifecycle strategy from the ground up
• Create and optimise automated email and SMS journeys
• Develop segmentation based on behaviour, lifecycle stage, intent and customer needs
• Build journeys around quiz completion, booking abandonment, appointment attendance, no-shows, treatment consideration and reactivation
• Build lifecycle logic specific to both the Australian and US customer journeys
• Create smarter handoffs between automation and our patient sales team
• Turn customer behaviour and sales feedback into new lifecycle experiments
• Build reactivation programs across our existing lead database
• Develop onboarding and patient communications after treatment begins

Requirements

• You’ve built lifecycle or CRM programs before — ideally from an early or relatively immature starting point.
• You’re comfortable being both strategic and hands-on.
• You don’t just think in emails. You think in customer behaviour, triggers, conversion, segmentation and what needs to happen next.
• You care about open rates and clicks, but you care much more about whether people actually move forward.
• You’ll likely be strong across:
• Lifecycle strategy
• CRM and marketing automation
• Email + SMS
• Klaviyo and/or similar platforms
• Segmentation and behavioural triggers