Lifecycle Marketing Lead - Utilisation and Retention
Xero
- Sydney, NSW Melbourne, VIC
- Permanent
- Full-time
- Use a human-centered design approach to map who our users are, what they need and design communication journeys that ensure every engagement point we have adds value
- Work collaboratively with Product Marketing, Product Onboarding, Customer Success, Regional Marketing, Design and Analytics specialists to deeply understand the end-to-end customer journey in order to inform your recommendations to the communications experience in your lifecycle specialisation
- Identify and provide requirements for appropriate customer research along the lifecycle journey, to ensure we have actionable insights and are tracking and solving real customer problems
- Use Salesforce Marketing Cloud to gain insights into our customer engagement behaviour that can help inform other areas of the business
- Drive customer lifecycle programs that are commercially aligned to business goals and strategy, by always linking the customer or commercial need and opportunity
- Ideate and drive optimisation and innovation within the customer journey, ensuring that magic is happening at every touchpoint & interaction, through a continuous test-and-learn 'never done' approach
- Own the customer success metrics relevant to your role, continuously reviewing and analysing Product Milestone completion, 0-90 day retention,
- Analyse experiment and journey performance, tying it back to the original objectives and hypothesis, report on results and share the metrics that matter most to our stakeholders and business
- 7+ years of experience in email marketing and/or marketing automation platform and digital experimentation
- Experience in Salesforce Marketing Cloud and Sales Cloud, SQL, AMPscript & Google Analytics
- A deep understanding of human-centred design, service design or design thinking
- Highly strategic and customer led approach with the ability to identify opportunities of value for the business and customer
- A deep knowledge and understanding of audience data and segmentation
- A drive for high performance, aiming for end-to-end data driven outcomes
- Excellent project management skills and ability to juggle multiple projects at once
- Self-motivated, achievement oriented, innovative thinker, who naturally thrives in a highly dynamic work environment
- Excellent written and verbal skills with the ability to communicate with stakeholders the “why” for each project