Director, Lifecycle Marketing and Engagement

Job Description

Summary of Position:

We are seeking a data-driven marketer with proven digital experience to own our CRM/CLM and promotional offer initiatives. You will be responsible for the strategy, execution and optimization of user engagement, personalization, retention, and reactivation.

This person will help nurture STARZ OTT subscribers throughout their member lifecycle. The role requires a passion for results, a commitment to action-oriented analysis, an attitude that anything is possible, and a relentless focus on the customer. You will have extensive experience with A/B testing and marketing experimentation. You have an eye for great creative and copy, coupled with excellent customer instincts. You will relentlessly innovate on behalf of customers, and actively participate in a strong culture of rapid experimentation, measurement, and iteration within your team.

Responsibilities:
• Own, drive, and report on KPIs and targets related to on-boarding, member engagement, trial-to-member conversion, retention, churn, and reactivations

• Own the promotional offer strategy and roadmap; track and report against results; lead efforts to expand or launch offers as necessary to boost growth

• Manage CRM agency and team in activation of data and customer insights to lead the development of comprehensive strategies that achieve engagement and retention goals

• Build a holistic, personalized view of customer experience end-to-end, identify customer pain points, and recommend solutions

• Partner closely with Legal, Finance, Insights & Analytics, Product, Engineering, and Marketing teams

• Drive cross-functional campaign strategy and learnings across content acquisition, subscriber acquisition, and programming as a part of customer lifecycle and retention efforts

• Lead actionable customer segmentations and personalization efforts

• Devise, launch, test and optimize campaigns across the customer lifecycle, content calendar, and seasonal holidays through multiple channels including email, push notifications, and in-app messages

• Monitor and analyze campaign results across all channels to understand the efficacy of strategies and tactics for improving key engagement and retention metrics

• Develop robust test and learn strategies that guide optimization of campaigns

• Establish a high bar for marketing creative and copy

• Establish and expand CRM efforts to international markets including infrastructure, people, process and best practices

• Partner with creative team to develop relevant content and drive conversion

• Champion personalization of customer touch points and communications

• Stay on top of digital trends, competitors, and industry best practices

Experience & Skills:
• Bachelor's degree with relevant CRM, engagement, marketing, pricing, media, OTT experience; MBA preferred

• Excel at juggling multiple projects, staying organized and prioritizing deadlines

• Strong experience in a mobile-first, omnichannel, subscription environment

• Strong experience in engagement and retention marketing throughout different portions of the lifecycle

• Proven ability to translate data and customer insights into successful engagement strategies

• Obsessed with positive customer experience, content/copy, and accuracy across all customer touch points

• Comfortable in a data-driven business environment and able to pivot readily based on real-time data

• Excellent interpersonal and team building skills including experience managing high-performing teams

• Positive, people-oriented, and energetic attitude

• Experience leading global/multi-language CRM efforts preferred

• Intimate understanding of design, copy, and email best practices/guidelines; HTML coding and design experience preferred

• Proficiency in Marketing Automation software (ideally LeanPlum)

Nearest Major Market: Los Angeles

Jobcode: Reference SBJ-reo307-18-217-67-16-42 in your application.