Group Manager, Lifecycle Marketing

Job Description

Zendesk is built on a unique combination of powerful software and human ability, which allows us to strike the perfect balance of innovation and empathy. It’s what Zendesk is known for, and it’s why we're known as the intelligent heart of customer experience. Reporting to the Senior Director of Lifecycle Marketing, we are seeking an experienced and passionate Group Manager, Lifecycle Marketing to lead strategy and a growing team. In this role, you will set the vision and oversee execution of comprehensive B2B lifecycle marketing campaigns to engage and move customers from onboarding, adoption, renewal to advocacy. You will be a champion for the customer experience, a collaborative strategic partner with our cross-functional partners and an inspirational leader delivering meaningful business impact.

Key Responsibilities:

• Strategy and Leadership

  • Set vision and develop comprehensive lifecycle marketing strategies that effectively guide customers through their post purchase lifecycle at scale 

  • Develop data-driven customer journey framework and maps to inform lifecycle strategies and cross-functional alignment

  • Partner with Customer Success, Product Marketing and Content teams to ensure seamless customer experiences, effective handoffs, goal and measurement alignment

  • Foster a culture of collaboration and high performance within your team to achieve business objectives

  • Provide coaching and mentorship ensuring clarity of goals and professional development opportunities

• Lifecycle Campaign Management

  • Oversee optimization of multi-channel marketing campaigns to drive business impact in alignment with business objectives

  • Lead develop of sophisticated segmentation strategies to deliver targeted and personalized marketing messages

  • Continuously test and optimize marketing tactics based on performance, data and insights to enhance lifecycle marketing effectiveness

  • Collaborate with Services, Support, Content teams to produce compelling and educational content that supports customer success and drives retention

• Data Analysis, Reporting and Insights

  • Monitor, analyze, and report on campaign performance and customer engagement; use data to refine approaches and improve ROI

  • Work with Customer Success, Customer Insights & Analytics and Support to inform insights roadmap and inform strategies

  • Provide team members with tools and insights needed to effectively execution data-driven decisions and continuous improvements of lifecycle marketing efforts

• Team and Stakeholder Collaboration

  • Lead a team of marketers, ensuring alignment with organizational goals and shared sense of ownership and accountability

  • Act as a strategic partner and leader for cross-functional team ensuring alignment and cohesive customer experience

  • Create an inclusive and motivational environment that encourages continuous learning, open communications and innovation

Requirements:

• 10+ years of experience developing and leading engagement marketing strategy, focused on …