Director, Lifecycle Marketing

Job Description

Overview and Responsibilities

We are seeking a Director of Lifecycle Marketing to cover a broad set of retention and engagement campaigns across email, web, and customer support channels. This role will drive cross-functional efforts across lifecycle marketing, working with product, engineering and analytics.

The opportunity is both strategic and operational and executes as an individual contributor. We need someone who can work at the strategic level (generating bold and innovative ideas for growth, developing seamless onboarding and engagement customer journeys, enhancing audience segmentation, building content marketing calendars) and at the tactical level (leading campaigns, analyzing traffic data, executing email campaigns, creating audience segments for direct marketing campaigns).

The successful candidate will prioritize in a fast-changing business environment. This position is based out of our NYC office and reports to the VP, Growth Marketing Strategy.

This role is temporarily remote due to COVID-19 with the expectation of returning full time to NYC after.
• Own the customer lifecycle strategy to convert free trialists to paid subscribers, increase customer engagement and retention, develop loyalty, and maximize lifetime value
• Map out customer segmentation strategy and execute email marketing campaigns, including onboarding, winbacks, cross-promotions, and more
• Monitor email deliverability and respond to situations that impact IP reputation, domain reputation, or both
• Develop core CRM KPIs and maintain regular reporting cadence to share results with management and to the broader business
• Work closely with the research and analytics teams to identify high value actions and leading indicators to reduce churn and increase reactivation through marketing, product, and programming optimizations
• Collaborate with the customer support team to better understand the customer experience and develop direct contact retention strategies
• Advocate for and ensure the prioritization and delivery of Retention initiatives and tools on the Product roadmap
• Serve as the expert of our lifecycle marketing strategy; stay current on which tactics and tools are new and emerging to improve our customer marketing

Basic Qualifications
• 7+ years of experience in customer lifecycle marketing
• Deep experience in driving retention strategies for a consumer facing digital subscription business
• Experience with multichannel campaign delivery tools, especially email service providers; deep understanding of the CRM technology landscape and ability to translate business needs into technical requirements
• Strong analytical skills with the ability to use data and metrics to back up assumptions and recommendations
• Strong oral and written communication skills
• Bachelor's Degree

Jobcode: Reference SBJ-r183jx-18-223-172-252-42 in your application.