This is your opportunity to join our team of forward-thinking, change-making individuals. Operating at the intersection of health and tech, you'll help us shape the future of healthcare.

Our Mission

Healthengine’s mission is to improve access to healthcare by helping Australians find and connect with all care providers. We strive to achieve this through Australia’s leading healthcare marketplace, bringing together over 4 million active Australians, and more than 10 thousand practitioners that are powered by our technology - and growing.

We’re all patients, right? So, it’s easy to get behind a mission that seeks to improve the healthcare experience for all Australians.

The Gig

Reporting into the CMO, the purpose of the Patient CRM Lead is to support Healthengine’s overall marketing strategy by leading patient CRM initiatives that grow bookings and revenue (including cross-vertical appointments), strengthen database health through effective lifecycle engagement and activations, and expand the patient database by owning the marketing of the Healthengine app.

Responsibilities

- Lifecycle Strategy & Journeys
- Lead Healthengine's patient CRM strategy and execution, delivering to the key results outlined in the wider business strategy.
- Identify, plan and manage customer journeys across the full range of Healthengine use cases and across Email, SMS, In-App Messages and Push.
- Continually innovate and optimise the customer lifecycle and cross-sell efforts, using data, insights and product releases to support delivery.
- Build the go-to-market plan from a customer communications perspective for new product releases and campaigns, supporting the wider consumer marketing team to deliver key results.




- Own segmentation and audience strategy for the patient base, so the right patients receive the right message at the right moment in their care journey.
- Own the cross-vertical booking strategy: the journeys, prompts and offers that move patients from their first appointment type into dental, allied health, specialist and other verticals.

- Build, schedule, QA and optimise patient communications in Braze, including one-off sends, automated journeys and triggered messages.
- Create and implement QA processes to ensure accuracy of customer communications, covering data, personalisation, links, rendering and suppression logic.
- Run a continuous testing program (subject lines, creative, timing, channel mix) and feed learnings back into the journey design.
- Own deliverability and list health, including consent states, unsubscribes, suppression and sending reputation.
- Own the marketing strategy for the Healthengine patient app, with accountability for app downloads, activations and registered patient growth as the primary lever for growing the size of the patient database.
- Build and own the app growth plan: audience and segment priorities, channel mix, forecasts, targets and budget, agreed with the CMO.
- Set the strategy and direction for paid app acquisition across Apple Search Ads, Google App Campaigns, paid social and partnerships, including audiences, channel mix,



creative direction and targets. The Performance Marketing Lead owns the paid media campaigns, their build, execution and ongoing optimisation.
- Brief and steer app acquisition creative with the Campaign & Comms Lead and Designer, and feed performance learnings back to the next round of creative.
- Partner with the Performance Marketing Lead on a shared view of cost per install and cost per registered patient, and on where budget should move between channels.
- Organic App Growth

- Own organic app growth end to end, including app store optimisation across listing copy, keywords, screenshots, and ratings and reviews, on both the App Store and Google Play.
- Own web-to-app conversion: the download prompts, smart banners and hand-offs that move web patients onto the app.
- Own in-product and cross-channel download prompts, using existing patient touchpoints (booking confirmations, reminders, EDMs, SMS) as an acquisition channel.
- Build and run referral and advocacy mechanics that turn active patients into a source of current registrations.

- Onboarding, Activation & First Booking

- Own the post-install journey end to end, from install through to activation, first booking and repeat use.
- Optimise onboarding comms across App and Web acquisition to improve the customer experience and lift the install-to-registration and registration-to-first-booking conversion rates.
- Work with Product to prioritise the app experience changes that unlock acquisition and activation gains, bringing evidence of where patients drop out.
- Reduce early churn and app abandonment through well-timed, genuinely useful re-engagement.

- Measurement

📌 Patient CRM Lead (Sydney)
🏢 Healthengine
📍 Sydney