Senior Manager of Lifecycle Marketing

Strategy Development

• Partner with the SVP of CX on the creation and execution of quarterly and monthly omni-channel engagement strategies aimed at reducing churn, reactivating lapsed customers, and driving overall user activity.
• Develop and execute personalized, data-driven communication strategies tailored to specific customer segments across the entire customer journey to determine the best channels, timing, and content to drive activity and reduce churn. 
• Collaborate with cross-functional teams to develop innovative strategies that convert satisfied customers into brand advocates and win back former customers.

Campaign Management

• Write detailed creative briefs and collaborate with the design team to develop compelling customer communications that align with brand standards and engagement objectives.
• Build, schedule, and manage customer communications within the CRM (Iterable), ensuring flawless execution across all channels (Email, Push, SMS, Direct Mail).
• Implement and manage anti-churn and win-back (reactivation) campaigns, with a focus on continuous improvement and channel optimization.

Data-Driven Insights

• Utilize customer data to set precise objectives for each segment and identify the most effective communication channels and content for each group.
• Measure and evaluate the effectiveness of engagement campaigns, including onboarding, retention, and reactivation efforts, using key performance indicators (KPIs) such as churn rate, user activity, and customer lifetime value (LTV).
• Leverage insights from campaign performance to iterate and enhance future strategies, ensuring continuous improvement and maximum impact.

Collaboration and Innovation

• Work closely with cross-functional partners to support the implementation and setup of new omni-channel marketing tools that enhance customer engagement and retention.
• Assist in improving and evolving customer loyalty programs and refer-a-friend initiatives, aligning them with overall engagement goals.
• Stay abreast of industry trends, best practices, and new technologies to continually innovate and enhance Hydrow’s engagement strategies.

Qualifications

• Bachelor’s degree in Marketing, Business, Communications, or comparable experience.
• 5+ years of experience in lifecycle marketing, retention marketing, or a related role, preferably for a subscription-based service.
• Proven track record of developing and executing successful omni-channel marketing strategies that drive customer engagement, retention, and reactivation.
• Strong understanding of CRM systems, data analytics, and customer segmentation techniques. Experience with Iterable preferred. 
• Excellent communication skills, with experience in writing creative briefs and collaborating with design teams to produce compelling customer communications.
• Proficiency in using data to drive decision-making and measure campaign success.
• Ability to manage multiple projects simultaneously, with strong organizational and time-management skills.
• Collaborative team player with a passion for customer success and a deep understanding of the customer journey. 
• Ability to work onsite in our Boston office, 1-2 days per week preferred.