Our client, a startup that has successfully built an online fundraising platform that leverages the power of storytelling and technology, seeks a Head of Customer Engagement Marketing to join their growing team.
Who We're Seeking:
A Head of Customer Engagement whose job it is to create a large community of loyal, thriving, and enthusiastic customers. The person will lead a team of 9 and will be directly responsible for Lifecycle Marketing, Product Marketing, Email, and Customer Service. Key success metrics will include size of our active base, their engagement/loyalty, and NPS.
Think holistically about the customer journey and develop, manage, and execute strategic engagement programs for our donor audience; this will cover CRM, Lifecyle Campaigns, Customer Service, Donor Loyalty, Retention, and NPS
Rely on customer data and data driven insights to inform targeting, planning, and creative content
Partner cross-functionally with Product, Engineering, Marketing, and company leadership to ensure best practices and learnings are implemented across the company
Devise, implement, and continually optimize an omni-channel end-to-end customer journey flow from on-boarding to engagement and win-back
Our Ideal Candidate:
8+ years of work experience, of which 5+ are in growth, loyalty or engagement marketing
A confident leader with proven experience managing direct reports; you lead teams and brainstorming sessions with vision and purpose
Expert at channel management and have the ability to interpret metrics and actionable results through data
Proficient in customer engagement technology and media platforms; and you have used A/B and multivariate testing to drive growth of a consumer product at global scale
Strong presentation and communication skills, with the proven ability to gain alignment across functions