About the Role
Role details below.
Responsibilities
- Develop and own the lifecycle program strategy, content creation, customer segmentation, targeting requirements, and campaign measurement approach across multiple channels
- Manage the delivery of programs via CRM platforms (Marketo and Intercom), email, in-app and other channels
- Own and lead the roadmap development for customer Upsell and Adoption programs and campaigns in line with the overarching business goals
- Continuously improve the lifecycle and upgrade experiment roadmap covering both short-term campaigns and long-term series, testing across incentives, creative, content, and cadence, deriving insights to impact initiatives
- Own and lead campaign analysis, hypothesise outcomes, develop campaign optimisation strategy, and communicate impact and findings with relevant stakeholders and leadership team
- Work cross-functionally to prioritise and plan out a pipeline of programs
- Define the right customer attributes (i.e. personas, behavioural data, email and product engagement) to build relevant, personalised, and real-time campaigns using transactional, promotional, and educational content strategies
- Design standard business rules (frequency, prioritisation, channel, exclusions) in partnership with Customer and product teams
- Partner closely with Strategic Operations, Product Marketing, Product, Design and customer teams — to serve the most effective content possible, share and learn from feedback, and strengthen our customer-facing communications
- Represent the customer marketing team in company-wide transformation projects, i.e. customer data structure improvement, cross-team communications orchestration, etc.
- Manage a team of customer marketing analyst and specialists, providing guidance and mentorship for their daily tasks and career growth
Work Arrangement
Remote (Worldwide)
