Senior Manager - Customer Lifecycle & Retention Marketing

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Job Overview

The Senior Manager - Customer Lifecycle & Retention Marketing at Roo will be instrumental in developing and executing strategies that enhance customer engagement and foster loyalty throughout the customer journey. This role encompasses leading initiatives focused on understanding customer behaviors and retention trends, optimizing the customer experience, and driving growth through targeted marketing campaigns. The successful candidate will oversee a cross-functional team dedicated to creating impactful lifecycle programs that effectively nurture and retain customers, ultimately contributing to the overall business objectives of Roo.

Job Responsibilities

• Develop and implement customer lifecycle marketing strategies aimed at increasing customer retention and engagement.
• Analyze customer data to identify trends, insights, and opportunities for improvement throughout the customer journey.
• Manage the execution of multi-channel marketing campaigns to nurture customer relationships and drive subscription renewals.
• Lead a team of marketing professionals, providing guidance and support to achieve department goals.
• Collaborate with product, sales, and customer service teams to enhance product offerings and customer satisfaction.
• Monitor and report on key performance indicators (KPIs) to assess marketing effectiveness and inform future strategies.
• Stay updated on industry trends and best practices in customer retention and marketing automation.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field; a Master's degree is preferred.
• Minimum of 7 years of experience in customer lifecycle marketing or a similar area, with at least 3 years in a leadership role.
• Proven track record of developing successful retention strategies that drive measurable results.
• Strong analytical skills, with experience in data-driven decision-making and customer segmentation.
• Excellent communication and interpersonal skills, able to effectively collaborate across departments.
• Experience with marketing automation tools and CRM platforms is highly desirable.

Technologies & Tools

The Senior Manager will utilize a variety of technologies and tools to effectively analyze customer data and execute marketing strategies. Familiarity with CRM systems (such as Salesforce or HubSpot), marketing automation platforms (such as Marketo or Eloqua), and analytics tools (such as Google Analytics or Adobe Analytics) will be essential. Additionally, proficiency in customer journey mapping software and project management tools will be valuable for coordinating cross-functional projects.

Ideal Candidates

The ideal candidate for the Senior Manager - Customer Lifecycle & Retention Marketing position is a strategic thinker with a passion for customer relationship management. They should possess strong leadership qualities, enabling them to inspire and motivate their team toward achieving common goals. A good fit for this role will be someone who thrives in a data-driven environment, has excellent problem-solving abilities, and is adept at adapting to rapidly changing market dynamics. Exceptional interpersonal skills and the ability to cultivate strong relationships both within and outside the organization are crucial for success in this role.