Director of Growth Engagement and Lifecycle

Posted 11 December 2023
Salary 120,000
Job type Permanent
Discipline eCommerce
Contact NameShannon Smith
Remote working Remote

Job description

Our client is currently seeking a seasoned professional to assume the role of Director of Growth Engagement and Lifecycle Marketing. This role, which reports directly to the CGO, is key in enhancing customers' experience after their initial purchase and in maximizing the value of customers over their lifetime by implementing top-tier onboarding strategies and personalized approaches to reduce customer turnover.

In this role, the chosen candidate will be responsible for:

  • Creating and executing a state-of-the-art customer induction process that focuses on establishing product allegiance and developing customer-oriented lifecycle programs. This includes pioneering methods for promoting additional sales and upgrades, enhancing customer retention, and increasing engagement.
  • Designing and rolling out market entry strategies for launching new products, loyalty initiatives, and ongoing promotional activities.
  • Leading the strategy and implementation of converting leads into growth, re-engaging subscribers, and converting single-time purchases into regular subscriptions.
  • Designing strategies for customer engagement and segmentation to deliver more customized marketing offers and experiences.
  • Working in partnership with the Data and Finance departments to measure, analyze, and report on customer/member behavior, and evaluating the effectiveness and sustainability of the customer segments.
  • Synchronizing performance metrics and objectives with digital customer categories to enhance value creation.
  • Evaluating customer behavior at each phase of the lifecycle and collaborating with the Data team to derive insights for increasing consumer value.
  • Pioneering innovative experiments and initiatives, always looking for opportunities to elevate performance.
  • Regularly updating and consulting with senior leadership on strategies for subscriber retention, lead conversion through Email & SMS, and enhancing customer value via loyalty schemes and strategies to reduce customer churn.

Required Qualifications:

  • At least 6 years of experience in a high-energy environment focused on consumers, either in a corporate or agency setting, with a specialization in loyalty strategy, marketing, planning, and digital marketing, including CRM and customer marketing programs across various channels.
  • Demonstrated capability in leading teams and directly managing essential projects and workflows.
  • Strategic vision and leadership, with the ability to convey and execute a comprehensive business strategy.
  • Agile and decisive, with an entrepreneurial mindset and the capacity to adapt in evolving circumstances.
  • Skilled in marketing planning and the development of promotional campaigns.
  • A strong customer-first philosophy, using customer segmentation and journey mapping to drive business achievements.
  • Exceptional analytical and critical thinking abilities.
  • A proven track record of leadership and persuasive skills, paired with superior communication abilities.
  • Focused on outcomes, with the ability to operate efficiently in a dynamic and somewhat undefined environment.
  • Entrepreneurial spirit and a history of meeting challenging objectives.
  • Holds a Bachelor’s degree in Business or Marketing (BA/BS), with a Master’s degree (MA/MS) being highly desirable.