Job Description

Reporting to the SVP of Customer Engagement, you will steer the Global Customer journey strategy for our client. In this influential role, you'll lead the charge in developing and implementing strategies aimed at boosting customer activation, adoption, and retention through thoughtful lifecycle marketing. This role is pivotal, demanding leadership of a proficient team and a comprehensive understanding of customer journey mapping, segmentation, personalization, multi-channel marketing, Product-Led Growth (PLG), and thorough digital reporting and analytics.

Harness your zeal for customer engagement to collaborate across various functions, enhancing, and identifying growth opportunities. Your analytical prowess will be key in dissecting data to maintain a delicate equilibrium between business objectives, departmental KPIs, and overall customer engagement.

With our client's recent launch and ambitious growth targets, we are on the lookout for proactive leaders who thrive on challenges and are passionate about driving transformative change.

Primary Responsibilities:

• Lead the creation and execution of the customer journey map, in partnership with sales, product, and operational teams, ensuring a coherent and tailored experience from first contact to loyal customer.
• Formulate a center of excellence for customer journey, staying ahead with the latest in lifecycle marketing trends, methodologies, and practices.
• Champion the use of dynamic content and automation, collaborating with the VP of Retention Marketing to standardize successful experiments.
• Craft and execute a lifecycle marketing strategy that aligns with our client’s business objectives, with a focus on enhancing transaction rates, retention, and loyalty.
• Initiate multi-channel lifecycle campaigns that foster a culture of experimentation within your team.
• Promote a self-service culture, streamlining processes, and incorporating new tools to ensure team operations are as efficient and automated as possible.
• Track and analyze key lifecycle metrics to guide ongoing campaigns, including trial conversion, product engagement, adoption, and retention rates.
• Work with data science teams to develop targeted segmentation and personalization algorithms.
• Collaborate with insights teams to produce comprehensive reports on revenue and engagement KPIs.
• Use analytics to segment and target customers effectively, refining communication strategies across the customer journey.
• Regularly assess the impact of lifecycle marketing efforts through key performance indicators and insights for ongoing enhancement.
• Ensure all marketing efforts are in line with our client's brand voice, legal standards, and best practices.
• Develop quarterly strategies and roadmaps, assessing team capacity and anticipating needs for tools and data, while pushing the envelope in customer engagement.

Requirements:

• Familiarity with trading, betting, or cryptocurrency industries is advantageous.
• Proven experience in leading, mentoring, and recruiting teams.
• Senior management experience with a track record of developing customer lifecycle strategies and journey maps.
• Startup experience is preferred.
• A strong inclination towards experimentation and dynamic content.
• Versatility in using various marketing channels such as email, push notifications, etc.
• Independent, initiative-taking, and proactive attitude.
• Data-oriented, with a focus on ROI.
• Effective communication and presentation skills for senior stakeholder engagement.
• Fluent in English, both written and spoken.

Additional Skills:

• Deep understanding of customer needs to devise impactful retention strategies.
• Problem-solving skills with the ability to find innovative solutions and connect the dots across the business.
• Creativity in developing and testing new customer engagement and retention ideas.
• Data-driven decision-making and a willingness to delve into the details.
• Commercial awareness of the impact of customer retention on business outcomes.
• Exceptional stakeholder management and the ability to build collaborative relationships across teams.
• A proactive approach with a strong desire to achieve and quickly execute tasks.
• Adaptability to thrive in a fast-paced and evolving environment.

This position requires a 40-hour workweek, Monday to Friday, with a hybrid model of 3 office days per week.

All applicants must be eligible to work in Bulgaria.

Ready to Apply?

If you're motivated to take on this challenge and contribute to our team's success, we'd love to hear from you. Please send your CV and a cover letter outlining your fit for the role. Selected candidates will be contacted for further discussions.

Your privacy is paramount to us. All personal information will be kept confidential and used solely for recruitment purposes, in accordance with legal protections.

Note: Only candidates selected for interviews will be contacted. IC Recruiting Ltd. is licensed by the National Agency of Employment (No 2087/22.07.2016) to operate in the recruitment field.