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. Its what Zendesk is known for, and its 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.
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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 lifecycle marketing and/or CRM
- 5+ years marketing experience at a B2B SaaS company
- Exceptional leadership skills with proven ability to build and lead high performing teams
- Results-oriented with track record of delivering impactful marketing strategies and programs
- Highly collaborative team player with outstanding communication and interpersonal skills
- Strong analytical skills, able to draw actionable insights from data
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Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
The US annualized base salary range for this position is $130,000.00-$194,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
Zendesk is an equal opportunity employer, and were proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.