Senior Retention & CRO Manager

myRocky is Canada's leading digital health platform — built to make healthcare frictionless, stigma-free, and actually accessible. Founded in Toronto in 2021 by childhood friends with backgrounds in medicine and pharmacy, Rocky Health Inc. operates both sides of the patient experience: myRocky Clinic (licensed physicians, nurse practitioners, and mental health professionals) and myRocky Pharmacy (OCP-accredited, based in Mississauga). No middlemen, no handoffs, no waiting rooms. Their platform addresses the health concerns most people avoid talking about — weight management (Ozempic, Mounjaro, Wegovy), sexual health, hair loss, mental health, and more — all through a fully digital, discreet model. Patients complete an online intake, get assessed by a licensed clinician, and receive their treatment plan and medication delivered to their door. Fast, private, and built around the patient. The growth is real: 350,000+ Canadians served, coverage in all 10 provinces (including Quebec and New Brunswick where competitors don't operate), and brand partnerships that reflect serious cultural momentum — Toronto Blue Jays, Toronto Maple Leafs, Toronto Argonauts, and the NBA (presenting partner of the 2026 NBA Playoffs in Canada). myRocky isn't just a pharmacy. It's a platform reshaping how Canadians think about their health. Highlights • Founded 2021, headquartered in Toronto, Ontario • 350,000+ Canadians served across all 10 provinces • Vertically integrated: owns both myRocky Clinic and myRocky Pharmacy (OCP-accredited, Mississauga) • LegitScript-certified — same standard as Canada's top-tier telehealth peers • Treatments across weight management, sexual health, hair loss, mental health, and smoking cessation • Official partner: Toronto Blue Jays, Toronto Maple Leafs, Toronto Argonauts, and the NBA • Presenting partner of the 2026 NBA Playoffs in Canada • Featured in Bloomberg, Globe and Mail, Global News, Yahoo Finance, and the Canadian Business Journal • French-language consults available; Quebec-licensed providers on staff About the Role myRocky is scaling fast — and creating a seamless patient journey from first interaction through long-term care is mission-critical. This is a newly created role sitting at the intersection of growth, patient experience, commercial performance, and clinical continuity. The Senior Retention & CRO Manager will own the strategy and execution of conversion, lifecycle, and retention initiatives across myRocky's growing platform, working to improve acquisition funnel performance, increase patient engagement, optimize subscription continuity, and maximize patient lifetime value. This person will play a critical role in ensuring patients not only choose myRocky, but continue to engage with the platform throughout their healthcare journey. Please note: this role is based in Toronto, Ontario. Hybrid flexibility available. Growth Strategy & Ownership • Own the end-to-end patient growth strategy across all treatment categories, from first touch through long-term retention • Define and track core growth KPIs including conversion rate, CAC efficiency, patient acquisition, activation, retention, reactivation, and patient LTV • Build and maintain a growth roadmap aligned to company revenue and patient growth targets • Identify opportunities and friction points across the patient journey and develop initiatives that improve conversion, engagement, and retention • Lead experimentation across acquisition, conversion, onboarding, and lifecycle programs • Own and optimize key conversion points across landing pages, questionnaires, onboarding flows, checkout experiences, and subscription journeys Patient Lifecycle & Engagement • Design and optimize lifecycle communication programs (email, SMS, in-platform messaging) that keep patients informed, engaged, and adherent to their treatment plans • Develop segmentation strategies based on treatment type, tenure, behavior, and engagement signals • Partner with the clinical team to ensure retention touchpoints are medically appropriate and reinforce positive health outcomes Cross-functional Collaboration • Work closely with marketing, product, pharmacy, and clinical teams to align on patient experience from acquisition through long-term care • Partner with the CX/support team to identify friction points in the patient journey and drive resolution • Bring the patient voice into cross-functional planning — advocate for what patients need to stay engaged throughout their healthcare journey Analytics & Performance • Analyze acquisition, conversion, lifecycle, and retention data to surface insights, identify trends, and shape ongoing strategy • Build and maintain dashboards and reports for senior leadership • Run A/B tests across retention programs and use findings to continuously improve • Track key metrics including conversion rate, CAC efficiency, funnel drop-off, activation rate, retention, churn, renewal rate, patient LTV, and cohort performance Retention & Revenue Growth • Improve repeat purchase rates, renewal rates, subscription continuity, and overall patient lifetime value • Reduce churn, cancellations, and inactive patient drop-off • Build win-back and reactivation strategies for lapsed patients • Identify opportunities for upsell, cross-sell, and expansion across treatment categories • Develop scalable systems that improve long-term patient retention and revenue growth • Partner closely with marketing and creative teams to improve acquisition funnel performance and customer acquisition efficiency People & Process • Build scalable growth and lifecycle playbooks as the team and patient base grows • Establish repeatable experimentation and optimization frameworks • Potentially lead and mentor junior growth, lifecycle, retention, or CX team members over time About You • 5+ years in growth, CRO, lifecycle marketing, CRM, retention, or subscription growth roles — ideally in a DTC, subscription, telehealth, or consumer health environment • Experience with developing affiliate and partnership-based retention and growth initiatives • Proven track record of reducing churn and driving measurable LTV improvement • Strong analytical skills — comfortable in data, knows how to turn insights into action • Hands-on experience with lifecycle/CRM tools (Klaviyo, HubSpot, Iterable, Braze, or similar) • You understand the patient or customer journey deeply and can design programs around real behavior, not assumptions • Equally comfortable building strategy and rolling up your sleeves to execute • Excellent communicator — can work across clinical, tech, and commercial teams without losing the thread • Interested in improving customer experiences and outcomes through thoughtful growth, lifecycle, and retention strategies The Extras that Matter • Competitive base salary + performance-based bonus • Comprehensive health and dental benefits • Flexible hybrid model — Toronto-based with genuine flexibility • Real ownership and autonomy from day one — this is a build role, not a maintenance one • Work at the intersection of healthcare, technology, and culture with a team that moves fast and actually cares • Brand partnerships that make this one of the most visible health platforms in Canada right now • A mission that matters — you'll be directly contributing to how hundreds of thousands of Canadians manage their health Compensation Salary starting at $120k base annually

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