CRM Manager

At ORA, we believe that health and wellbeing should be more accessible, convenient and personal. We’re building a modern, digital experience that enables patients to access care on their terms, with brands that deliver high quality, speciality treatments and care for a number of chronic conditions.

We are a house of healthcare brands powered by a vertically integrated telehealth platform. Founded in 2020, ORA is now SEA’s fastest growing digital health provider operating in Singapore, Malaysia and the Philippines with additional markets launching soon. Our growing portfolio of healthcare brands includes OVA (women’s health), andSons (men’s health), Modern Molecules (Korean anti-ageing skincare).

Want to be part of it? Help us build the future of healthcare by applying here!

About the position:

We're looking for a commercially minded CRM Manager to sit at the heart of our growth engine. The question you'll wake up asking every day is simple: How do we maximise the lifetime value of every patient?

You'll own the end-to-end customer lifecycle, designing how we acquire, retain, upgrade and win back patients through highly personalised, data-driven experiences. By combining behavioural insights, experimentation and automation, you'll identify where value is being lost across the customer journey and build targeted communications that improve retention, reduce churn, increase program adherence and grow customer lifetime value.

This role is both analytical and creative. You'll be comfortable diving into data to uncover opportunities, translating insights into CRM strategies, and continuously testing messaging, journeys and service interventions to maximise commercial performance. Working closely with Product, BI, Operations and Marketing, you'll turn CRM into one of ORA's most powerful growth engines.

Responsibilities:

• Own ORA's end-to-end CRM strategy across email, WhatsApp, SMS, push notifications and in-app messaging for our andSons and OVA brands across SEA.
• Increase patient lifetime value through retention, churn prevention, subscription extension, upgrades, cross-sell and winback initiatives.
• Build proactive churn prevention programmes using behavioural signals, predictive triggers and personalised lifecycle journeys.
• Analyse customer behaviour, cohort performance and funnel data to identify growth opportunities and translate insights into high-performing CRM campaigns.
• Design segmentation strategies that deliver increasingly personalised communications across the customer lifecycle.
• Drive a culture of experimentation through structured A/B testing across messaging, timing, channels, offers and customer journeys.
• Partner closely with BI, Growth and Brand teams to improve customer experience and systematically remove retention barriers.
• Embed customer feedback and behavioural insights into product, operational and marketing improvements.
• Continuously identify automation opportunities that improve both customer experience and operational efficiency.

Background:

• 5+ years' experience in CRM, Lifecycle Marketing or Retention Marketing.
• Strong commercial mindset with a proven track record of improving retention, subscription growth, customer lifetime value or repeat purchase.
• Highly analytical, with the ability to turn complex data into clear commercial insights and actionable CRM strategies.
• Advanced experience using marketing automation platforms such as MoEngage, Braze, Insider, Klaviyo or similar. We use Moengage so experience here is a big plus.
• Strong understanding of customer segmentation, behavioural targeting, lifecycle design and experimentation.
• Comfortable working with BI teams to analyse cohorts, customer behaviour, retention and LTV metrics.
• Experience partnering with BI, Growth and Operations to improve customer experience and retention.
• Highly organised, commercially driven and comfortable moving between strategic planning and hands-on execution.

What does success look like?

• Increased customer lifetime value (LTV)
• Higher retention and subscription renewal rates
• Reduced churn across key patient cohorts
• Increased upgrades and cross-sell conversion
• Improved winback performance
• Higher CRM-driven revenue contribution
• Continuous experimentation that improves lifecycle performance