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Director of CRM & Lifecycle Marketing_Mandarin Speaking

Job Description

Posted on: 
May 25, 2023

We're looking for a Lifecycle/Retention & Loyalty Marketing leader who has a passion for driving company growth and the growth of the individuals they lead. We're looking for someone who is a lifecycle expert in day-to-day campaign management, conversion rate optimization testing, tech stack, performance analysis, and also likes to have fun with the creative elements of lifecycle. This role will be a very hands-on leader with subject matter expertise and direct technical experience. If you know how to turn retention metric goals into a roadmap of next steps to execute towards (and have done it before), we welcome your application!

What You'll Focus On

  • Own and drive all lifecycle marketing channels, campaigns, and automations that span across the customer lifecycle: acquisition, retention, advocacy/loyalty, and reactivation/win-backs.
  • Deliver on key retention metrics such as LTV, AOV, Churn, DAU/MAU Ratio, Order Frequency, and more.
  • Actively test, manage, and update all email/SMS/push flows, connecting with customers at key points in their lifecycle.
  • Identify gaps in the customer lifecycle and create solutions within our marketing channels, ecommerce experience, product strategy, and beyond.
  • Own customer segmentation strategy throughout the lifecycle.
  • Maintain and continue to improve our CRM instance and other areas of our tech stack that drive lifecycle operations/strategy.
  • Collaborate daily with technical stakeholders to drive correct implementation of all MarTech / analytics tools required to manage lifecycle performance measurement, testing, deployments, and more.
  • Collaborate daily with creative stakeholders to drive project completion for required creative to rotate and test on our channels.
  • Manage the lifecycle marketing roadmap, content calendar, and performance reporting.

What You Bring

  • 5-7 years of experience in a senior lifecycle marketing position, with a focus in acquisition, retention, loyalty/advocacy, or reactivation/win-backs, required.
  • 3+ years of experience managing a small lifecycle marketing team required.
  • 5+ years of experience managing day-to-day deployments of lifecycle CRM campaigns in email, SMS, push, retargeting, or other mid-funnel channels required.
  • Experience with Braze CRM or similar lifecycle CRM tools preferred.
  • Experience with tools such as Google Analytics, MixPanel, AppsFlyer, and Tableau preferred.
  • Bilingual proficiency in English and Mandarin preferred.
  • Ability to lead cross-functional teams required.
  • Ability to successfully communicate with and present to senior leaders required.
  • Strong proficiency in Excel, specifically pivot tables, required.
  • Ability to thrive in a fast-paced, ambiguous environment with minimal supervision required.
  • Ability to successfully manage multiple tasks and projects required.
  • Strong leadership and team development skills required.
  • Strong change management skills required.
  • Strong written and verbal communication skills required.
  • Ability to successfully receive and use feedback to improve performance required.
  • Strong technology skills highly preferred.

What We Offer

  • A fair compensation package
  • Medical, dental, and vision insurance
  • 401(k)
  • 100% employer-paid Short-Term Disability (STD)
  • 100% employer-paid Life Insurance and option for additional employee-paid Life Insurance
  • 100% employer-paid Accidental Death and Dismemberment (AD&D) Insurance and option for additional employee-paid AD&D Insurance
  • Employee Assistance Program (EAP)
  • Unlimited Paid Time Off (PTO)
  • $50 quarterly Chowbus credit

Responsibilities

Job Requirements

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