Customer Marketing Lifecycle Manager

3 weeks ago

Kuala Lumpur, Malaysia SiteMinder Full time

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together

**What We Do**

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 39,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.

**About the Customer Marketing Lifecylcle Manager role...**

We are looking for a creative, data-driven “make it happen and make it real” marketer with a passion for delivering exceptional customer experiences and building long-term customer relationships in a SaaS environment. Your main goal is to increase our in-app upgrade and adoption conversions to drive customer lifetime value.

The perfect person will be a strategic thinker with outstanding execution, have a passion for understanding the customer experience in-product, a deep understanding of customer needs, behaviours and pain points, enjoy digging into data on customer profiles and behaviours to create conversion hypothese, measure results, validate insights and iterate to continually optimise for upgrades, product adoption and generally across the lifecycle.

**What you’ll do**:

- Develop and own the lifecycle program strategy, content creation, customer segmentation, targeting requirements, and campaign measurement approach across multiple channels.
- Conduct detailed campaign analysis, hypothesise outcomes, develop optimisation strategy, and roadmap projects to increase upgrades, adoption and advocacy.
- Continuously improve the lifecycle and upgrade experiment roadmap covering both short-term campaigns and long-term series, testing across incentives, creative, content, and cadence, deriving insights to impact initiatives.
- Create and communicate reports and analysis on the performance and impact of running campaigns and experiments.
- Design standard business rules (frequency, prioritisation, channel, exclusions) in partnership with Customer and product teams.
- Partner closely with product marketing, product, design and customer teams — to serve the most effective content possible, share and learn from feedback, and strengthen our customer-facing communications.
- Create and communicate reports and analysis on the performance and impact of running campaigns and experiments.
- Partner closely with product marketing, product, design and customer teams — to serve the most effective content possible, share and learn from feedback, and strengthen our customer-facing communications.

**What you have**:

- 5-7 years of relevant individual accountability lifecycle marketing ideally in a SaaS or eCommerce.
- Campaign Management: demonstrated expertise in planning, executing, and optimising marketing campaigns across multiple channels.
- Strong Communication Skills: Excellent written and verbal communication skills to effectively convey messaging, write copy and engage with customers. Ability to develop compelling content for different stages of the customer lifecycle.
- Customer Segmentation and Personalization: Experience in segmenting customer base and tailoring marketing campaigns and communication to specific customer segments. Understanding of personalization techniques to deliver relevant and targeted messaging.
- People management experience is favourable.
- Data Analysis: Proficiency in analysing customer data and deriving actionable insights. Strong analytical skills to segment customers, track campaign performance, conduct A/B testing, cohort analysis and make data-driven decisions.
- Excellent ability to present strategic analysis as a story that influences action.
- Experience with marketing automation and web platforms such as Marketo or Salesforce Marketing Cloud, Intercom, Salesforce tech stack, analytics (Heap, Tableau), wordpress, unbounce,
- Cs. Proficiency in campaign tracking, A/B testing, and optimisation. We value experience in Marketo, Intercom, and Tableau.

**Our Perks & Benefits**
- Fully remote
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team eve

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