Director of Lifecycle Marketing

Hello:

I'm Taylor, VP of Product + Engineering.

I'll be leading the hiring for this role to do the reviewing and interviewing. Just FYI, we're adding to our team with this role, not replacing someone that left. Below is some information about the role and even more information about how to apply, our timeline, compensation/benefits, etc. I understand the time and energy it takes to properly apply to a job and I appreciate you putting your time/energy into applying to work with us at Offline.

Hope to hear from you soon,

Taylor

About Us:

As we continue to grow we are looking for a dynamic Director of Lifecycle Marketing to join our product team and play a crucial role in managing the entire customer journey post-sign-up.

The Role:

As our Director of Lifecycle Marketing, you will be responsible for developing and implementing strategies that enhance the user experience, increase feature usage and referrals, increase retention, and drive re-engagement and re-subscription for our service. You will work across teams to understand customer needs, behaviors, and trends, and leverage this insight to build effective programs that support customer loyalty and growth.

Requirements

Key Responsibilities:

• Customer Journey Management: Oversee the customer experience post-sign-up, identifying key touchpoints and optimizing interactions to enhance satisfaction and retention.
• Retention Strategies: Develop and execute innovative retention strategies, including personalized communication, loyalty programs, and feedback loops to reduce churn.
• Upgrade Strategies: Develop and execute targeted upsell and upgrade campaigns, utilizing customer segmentation and behavioral data to personalize offers and enhance the customer journey towards premium options, thereby increasing average revenue per user (ARPU).
• Referral Campaign Management: Design, implement, and optimize referral programs to leverage existing customer networks for growth, increasing acquisition through word-of-mouth and incentivized referrals, while closely monitoring performance metrics to continuously improve campaign effectiveness.
• Re-engagement Campaigns: Craft and implement targeted re-engagement and win-back campaigns for lapsed or cancelled subscribers, utilizing data-driven insights to inform strategies.
• Performance Analysis: Monitor, analyze, and report on key metrics related to customer engagement, retention, and reactivation, adjusting strategies as needed to meet objectives.
• Quota Achievement: Responsible for meeting and exceeding assigned quotas related to customer retention, re-engagement, and upsell targets, ensuring consistent performance and growth within the customer lifecycle management domain.

Qualifications:

• 3+ years of experience in customer lifecycle management, retention marketing, or a related role within a subscription-based business. Startup experience a plus.
• Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.
• Excellent communication and project management abilities, capable of working effectively across different teams and managing multiple projects simultaneously.
• Creative thinker with a track record of designing and implementing successful engagement, retention, and re-engagement strategies.

Hiring Timeline

We’re accepting applications and interviewing for this position throughout March. The ideal person would be able to start asap. We will read every submission but cannot guarantee a response if you do not make it into a later round (we’re a small team). We’ll do our best. We strongly encourage candidates of all different backgrounds and identities to apply. Offline is committed to building an inclusive, supportive place for you to do terrific work and be proud of what you’re working on.

Benefits

Everyone at Offline is compensated through a competitive base salary plus a growth-based bonus structure. Offline offers healthcare, dental, vision, and 401k (4% match). Equity will be granted according to experience level.