What are the responsibilities and job description for the Director, CRM & Lifecycle position at LifeMD?
About us
LifeMD is a leading provider of virtual primary care, telehealth, and specialized treatment programs serving hundreds of thousands of patients nationwide. Our vertically integrated platform combines 50-state licensed providers, in-house pharmacy and lab integrations, and proprietary technology that enables safe, high-quality, and affordable care.
At the heart of this transformation is our team of developers, engineers, and tech innovators building state-of-the-art systems that make healthcare smarter, faster, and more accessible. From architecting scalable backend systems to crafting intuitive user experiences, we are pushing boundaries every day.
Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023), LifeMD is not just a healthcare company — it's a tech company revolutionizing healthcare.
About the role
We're hiring a Director of CRM & Lifecycle to own how LifeMD communicates with millions of patients and prospects across email, SMS, push, and in-app, from first touch through long-term retention. In this role, our business line GMs set the business-level strategy and define what each program needs to achieve; you and your team ensure effective execution of the CRM and lifecycle strategy against those goals, and provide the data and insights that help drive the strategy's effectiveness. Lifecycle is one of our biggest growth levers: our subscriber base is at record levels, our insurance-covered audience is expanding rapidly, and cross-sell across weight management, men's health, and women's health is a major strategic priority. You'll build the team, run the engine, and own the results.
You'll report directly to the Chief Marketing Officer and lead a team tasked with driving measurable results around conversion and retention.
Responsibilities
- Own end-to-end execution of lifecycle programs (acquisition nurture, onboarding, conversion, retention, winback, and cross-sell) across email, SMS, push, and in-app channels
- Translate GM-set business strategies into indication-specific lifecycle roadmaps, journeys, and cross-sell motions for weight management, men's health, and women's health
- Build, prioritize, and continuously optimize a portfolio of automated journeys and campaigns tied to the revenue and retention targets each GM defines
- Deliver the data and insights that drive strategy effectiveness: performance reporting, cohort and LTV analysis, and clear recommendations that help GMs refine what lifecycle should achieve next
- Lead the marketing technology roadmap: segmentation, data infrastructure, deliverability, and platform architecture, in partnership with your MarTech Manager and CRM Engineer
- Establish rigorous experimentation across messaging, cadence, offers, and channels; report results and drive decisions with lifetime value and retention data
- Ensure all patient communications meet healthcare compliance, privacy (HIPAA/TCPA/CAN-SPAM), and consent requirements
- Develop, and retain a high-performing lifecycle team; define processes that scale with the business
- 8 years in CRM/lifecycle marketing with 3 years leading teams, ideally in DTC subscription, telehealth, or consumer health
- Proven ownership of revenue and retention outcomes from lifecycle channels at meaningful scale (millions of contacts)
- Deep hands-on expertise with modern ESP/CDP stacks (e.g., Braze, Iterable, Klaviyo, Segment) and SMS platforms
- Strong analytical skills, including cohort analysis, LTV modeling, incrementality testing, and channel attribution
- Experience navigating regulated communications (HIPAA, TCPA, CAN-SPAM) and deliverability at scale
- A builder's mindset: you've stood up programs, teams, and infrastructure, not just optimized existing ones
- Comfort operating in a matrixed model where business owners set the strategy and you own execution; you collaborate well and use data to influence direction
Nice to Have
- Experience with subscription healthcare, pharmacy, or insurance-covered patient journeys
- Familiarity with AI-driven personalization and content generation for lifecycle
- SQL proficiency or experience partnering closely with data engineering
- Salary Range: $185,000 - $225,000 plus annual bonus and equity (DOE)
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Unlimited Paid Time Off
- Commuter Benefits
- Paid Holidays
- Short Term Disability
- Training & Development
Salary : $185 - $225