CRM, Lifecycle & Client Communications Executive

About NOVI Health NOVI Health is a doctor-founded, science-led healthcare company on a mission to extend healthspan & prevent chronic disease. We combine medical expertise, personalised care, & technology to help people close the gap between knowing & doing.

Role Overview As CRM, Lifecycle & Client Communications Executive, you will own customer communications across the full lifecycle, from first touchpoint and lead nurturing, through onboarding, retention & re-engagement. You will work closely with the Chief Growth & Experience Officer & the Content & Communications Specialist to deliver timely, personalised, & high-impact communications across all channels.

This is a broad, hands-on role suited to someone who is comfortable being client-facing, enjoys variety, and wants to grow their marketing career in a fast-moving health-tech environment. Experience with ActiveCampaign or similar platforms (e.g. HubSpot, Front) is a strong advantage.

Key Responsibilities

Client Messaging & Lead Generation

• Own outbound and inbound client messaging across WhatsApp and email, supporting lead generation and conversion

• Respond to and triage inbound enquiries, ensuring leads are nurtured through to consultation booking

• Work with the growth team to craft messaging sequences that move prospects through the funnel

• Maintain a warm, professional, and on-brand voice in all direct client communications

• Support the team in managing Front (or equivalent inbox tool) for client-facing messaging workflows

Campaign Management & Execution

• Support end-to-end CRM campaign execution across email & WhatsApp

• Build, schedule, & deploy campaigns that meet both customer & business objectives

• Manage automation workflows and operational CRM activities

Segmentation & Personalisation

• Create & manage audience segmentation strategies

• Personalise communications based on behaviour, needs, & lifecycle stage

• Continuously refine targeting to improve engagement

Database Management

• Maintain high-quality customer data hygiene

• Update & manage CRM databases for accuracy & completeness

• Track customer interactions across email, website, sales, & support touchpoints

Performance & Insights

• Evaluate campaign performance via ActiveCampaign

• Monitor KPIs: open rates, CTR, conversion, & retention

• Identify trends, churn risks, & growth opportunities

• Prepare reports & insights for management

Loyalty & Engagement

• Support loyalty, rewards, or membership programmes

• Develop engagement journeys that build long-term habits & retention

Compliance & Data Protection

• Ensure CRM activities comply with PDPA, GDPR, & relevant regulations

• Follow best practices for consent management & data security

About You

• 1-3 years experience in CRM, lifecycle marketing, or a client-facing communications role

• Comfortable communicating directly with clients via messaging platforms (WhatsApp, email, Front, etc.)

• Experience with ActiveCampaign is a strong plus familiarity with HubSpot, Braze, or Front welcome

• Data-literate - comfortable reading campaign reports and drawing basic insights

• Detail-oriented, organised, and a strong written communicator

• Collaborative team player who can work across growth, content, and clinical teams

• Genuine interest in healthcare & preventive health a plus

Why Join NOVI Health You will play a hands-on role in how NOVI builds relationships with clients - from the very first message through to long-term loyalty. Your work directly shapes patient engagement, outcomes, & retention, making a real difference in people's health journeys.