The Lifecycle Marketing CRM Manager is a key position for managing existing customer communications based on their relationship/status, primarily in the email, mobile and in-platform channels. The ideal candidate will bring strategic, organizational, and technical skills to the role, as well as a passion for delivering best-in-class onboarding, upsell, cross-sell or retention communications to the customer database. Build personalized campaigns, leveraging data and user research to improve the user experience. This role encompasses a diverse range of areas, including lifecycle marketing strategy, customer enablement, engagement and retention campaigns, growth marketing, customer advocacy, and data-driven insights.
Responsibilities:
* Develop and execute lifecycle marketing strategies that increase customer engagement, customer satisfaction, and retention.
* Create and manage customer segmentation and targeting strategies to optimize the customer journey, ensuring that each segment receives tailored and relevant communication and offerings.
* Develop and execute email marketing campaigns, including promotional campaigns, newsletters, and triggered messages.
* Develop and execute SMS and in-platform notification campaigns to engage customers on the Bookmap platform.
* Build and maintain a deep understanding of customer behavior, preferences, and needs to better align the marketing strategy.
* Develop and maintain a testing and experimentation framework to continuously improve campaign performance and customer experience.
* Create and continuously optimize email marketing programs that leverage customer behavior data to drive revenue growth or prevent churn
* Map Bookmap’s customer lifecycle stages and create strategic initiatives for each stage of the customer journey, which include onboarding, expansion, and retention
* Build strategic roadmaps to achieve company goals, providing recommendations for optimizations as well as deploying new strategies for their email marketing program.
* Manage lifecycle campaigns from concept to production to analysis, including creative development, email development and QA, and deployment as well as reporting.
* Identify and pursue upsell and cross-sell opportunities.
* Create targeted marketing campaigns aimed at increasing customer lifetime value.
* Build strong relationships with key customer stakeholders to drive advocacy and referrals.
* Define customer lifecycle reporting and create dashboards to analyze tests, monitor performance against goals, and effectiveness
* Analyse campaign performance and use data and insights to identify and implement opportunities for increasing engagement and conversion rates at all stages of the customer’s lifecycle journey.
Qualifications
* +3 years managing email and in-app/push strategies and execution including:
* Lifecycle marketing creative/messaging strategy
* Audience segmentation
* Automated flows (welcome series, cart abandon, post-purchase reminders, etc.)
* Personalization
* Data analytics and reporting
* Strong understanding of customer behavior and segmentation.
* Excellent communication and collaboration skills.
* Strong analytical skills and ability to use data to inform decisions.
* Experience with A/B testing and experimentation.
* Experience driving up-sell and cross-sell programs from conception through implementation
* Ideal experience in a brand direct-to-consumer or subscription business
* Excellent written and verbal communication skill with strong attention to detail
* Proven track record of driving customer engagement, retention, and growth through effective marketing initiatives.
What we offer
* 100% remote work
* Paid annual & sick leave
* Compensation of new equipment and software
* Sponsorship of training
* A great international team and friendly environment