Conversion and Lifecycle Lead

We’re looking for a Conversion and Lifecycle Lead to shape and own how Pilot/ Hims converts and retains patients through its digital experience. This role will shape how thousands of patients experience Hims at the moments that matter most. From patient onboarding through ongoing engagement and retention, you’ll define the strategy and priorities across conversion, retention and cross-sell, ensuring we build clear, trustworthy, high-performing experiences that support patients to start and succeed in care.

Responsibilities

Own Hims’ conversion, retention and LTV strategy; Define and lead the roadmap across quiz flows, onboarding, lifecycle journeys, and key retention touchpoints, patient reactivation - tying experimentation directly to improvements in conversion, retention and LTV; Lead the conversion and lifecycle function; Build, manage, and develop a high-performing team across CRO, CRM, product strategy and design. Set a clear bar for quality, pace, accountability, and impact; Deeply understand the patient mindset. Go beyond surface metrics. Analyse behavioural data, speak to patients, map friction and motivation, and translate insight into clear, high-impact initiatives; Build high-performing digital journeys. Partner closely with Engineering and Growth to deliver intuitive, trustworthy, and high-converting experiences across onboarding and ongoing engagement; Drive disciplined experimentation and prioritisation. Establish testing frameworks, prioritisation logic, and reporting standards that ensure effort is focused on the highest-leverage opportunities; Be accountable for performance outcomes. Own conversion, retention, and LTV metrics. Diagnose shifts quickly, make decisive trade-offs, and focus the team on what moves the needle.

Requirements

8+ years of experience across CRO, CRM, retention or strategy in high-growth environments; Experience owning both conversion and retention metrics at scale; Strong analytical ability and comfort owning core commercial metrics; Experience building and leading high-performing, cross-functional teams; Experience launching a developing features which customers love; Clear, structured communication with senior stakeholders; High standards for craft, clarity, and execution; You combine strategic thinking with hands-on leadership, and care deeply about building digital experiences that help people make confident healthcare decisions.

Benefits

Mentorship from leaders across Australia, the UK, Germany, and Japan; collaboration with teams in the Philippines and South Africa; explore new markets or travel internationally; learning budgets, conferences, certifications, peer shadowing, and a global knowledge-sharing culture; catered wellness talks, exercise classes, Whoop to track your well-being, free barista coffees, funded social clubs, and quarterly rooftop parties; state-of-the-art tools; parental and miscarriage leave, health, professional development, and personal days, Whoop membership, and Employee Assistance Program