CRM Campaign Specialist

Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients.

Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.

Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% – Montu is now the largest business of its kind outside North America.

This role is an Australia-based, fully work-from-home position, with access to co-working spaces in Sydney, Melbourne and Brisbane.

The CRM Specialist plays a pivotal role in supporting the strategic goals of patient activation, engagement, and retention by developing, executing, and continuously optimising multi-channel patient communication campaigns.

Reporting to the CRM Manager, the CRM Specialist ensures that all lifecycle communications are designed to provide a seamless, personalised patient experience.

Delivery and Execution: 

• Collaboration with Stakeholders: Partner closely with business stakeholders to interpret campaign and communication brief requirements. Understand the desired outcomes and translate these into actionable tasks within the CRM CEP platform. 
• Management of Communications: Oversee the scheduling, building, testing, and deployment of various patient communications. This includes lifecycle messaging (from initial contact to retention), promotional campaigns, patient research surveys, and educational content distribution.
• Workflow Management: Track and report progress in workflow tools (JIRA) and relevant communication channels (SLACK), ensuring transparency and accountability throughout the project lifecycle. Ensure that bottlenecks are identified early, and solutions are implemented.
• Performance Tracking: Continuously monitor automation performance and be the first point of contact for troubleshooting deliverability issues

CRM Tech and Automation: 

• Journey Configuration: Configure and manage complex, data-driven patient journeys within the CRM CEP platform. Use automation tools to build personalised pathways based on patient interactions, demographic data, and health milestones, ensuring tailored communication at every stage of the patient lifecycle.
• Collaboration with Tech: Work with tech teams to translate business requirements into technical solutions, actively participating in brainstorming and designing efficient CRM solutions.

Customer Research, Data Driven Insights and Audience Targeting

• Data Utilisation for Insights: Leverage various data sources, including patient data, transactional records, and behavioural analytics, to generate actionable insights. Use these insights to refine targeting strategies and improve overall campaign effectiveness.
• Data-Driven Optimisation: Regularly use insights and analytics to optimise the patient journey. Continuously enhance strategies by identifying new opportunities for engagement and personalisation to ensure patients feel supported and understood.
• Patient Segmentation: Use CRM tools to segment patient data, allowing for more personalised and effective communication. Tailor messages based on individual patient needs, health conditions, preferences, and behaviours.

Data Analysis and Reporting 

• Campaign Performance Analysis: Analyse data from campaigns to identify trends, track OKR’s, and provide insights into what’s working and what can be improved. Use these insights to drive optimisation across all communication channels.
• Reporting & Insights: Prepare regular reports on key performance metrics, identifying actionable insights to enhance future campaigns. Present these findings to the CRM Manager and other stakeholders to inform decision-making.
• Collaborate with Data Teams: Work closely with data teams to analyse the effectiveness of CRM communications. Use insights from patient data to improve customer experience (CX) and boost conversion rates.

• Experience: Min 3+ years in CRM management, customer data analysis, or marketing automation.
• Software Proficiency: Demonstrated experience with enterprise-level CEP/CRM and marketing automation platforms (e.g., Braze, Salesforce Marketing Cloud, Oracle, Adobe Marketo Engage, Adobe Campaign, Mailchimp, or HubSpot). 
• CRM Strategy: Proven success in executing CRM strategies to enhance customer retention, loyalty, and engagement.
• Personalization: Expertise in personalising communication based on customer data to boost engagement.
• Segmentation: Ability to effectively segment customer databases by demographics, purchase behaviour, and engagement.
• Metric Monitoring: Proficient in tracking key CRM metrics such as customer lifetime value (CLV), churn rate, retention, and engagement.
• Reporting: Skilled in creating detailed CRM performance reports using tools like Google Analytics, Excel, or Looker.
• Testing & Optimisation: Familiarity with A/B testing, performance measurement, and campaign optimization.

You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhancing your home office with our ergonomic equipment reimbursement benefit.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

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We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.