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Opportunities

Senior Lifecyle Marketing Manager at Boundless
United States of America / Remote

Job Title: Senior Lifecycle Marketing Manager

About the Customer Relationship Management (CRM) Team:

The CRM team at Boundless seeks to build a deep understanding of our customer needs and utilize that data to inform customer communications that will move KPIs against conversion rates, CSAT, and LTV. The CRM team is tasked with gathering and analyzing our customer data to better understand sticking points in our funnel and areas with categorically higher dissat feedback. Next, the team will turn these insights into actionable, scaled communications strategies across our existing channels, measuring and reporting out on learnings and impact, creating value for the customer and the business. This team is new, and as the first manager in place we will look to you to define best practices, a CRM strategy for our product lines, as well as coach and performance manage two CRM coordinators who are new to the role. Additionally, our email marketing function will report into the Sr. Lifecyle Marketing Manager, so the right candidate will have experience optimizing conversion rates, running a/b tests and building an email marketing strategy. The role reports into our VP of Growth. 

Job Description: 

The Senior Lifecycle Marketing Manager is responsible for leveraging our email channel to create strategies that optimize our marketing funnel, and strategies that improve the retention and customer satisfaction of our paid customers. The Lifecyle Marketing Manager will prioritize their team accordingly against long term projects, balancing and holding space for government policy changes that require quick turnaround. This leader will be a strong cross functional partner with the growth organization, customer support operations, product, design, and legal operations. We will look to this person to set up processes for intake, iteration, and execution. As the founding manager of this team, this is an opportunity to define what a best in class CRM team should look like and scale the team as the business requires. 

An effective Lifecyle Marketing Manager is detail-oriented and data driven. CRM efforts should be clearly measurable so that we understand the overall impact of everything we do. The Lifecyle Marketing Manager has experience performance-managing and coaching high performing junior team members, providing the right balance of delegation and support against high pressure deliverables. This person is organized and creative in their approach to solving customer and business problems. 

Key Responsibilities:

  • Build out CRM strategies that support Boundless growth across both brands, Boundless and RapidVisa
  • Coach and performance management of two CRM Coordinators and one Email Marketing Coordinator
  • Own the roadmap of our email marketing program, including persona and segmentation development 
  • Own the prioritization of all paid customer email content requests, managing a intake system for automated emails, iteration of existing campaigns in our CRM tool, and the creation of new email campaigns
  • Manage a content calendar and project execution in a way that allows for long-term planning against deadlines and tight turnaround for government policy changes that have immediate impact on our customers
  • Take on customer data analysis to inform strategy, track, and report on impact of tests, SQL experience preferred
  • Inform test design for all campaigns
  • Define quarterly team OKRs based on broader company objectives, execute your team against objectives that will move the needle
  • Define standards for content governance for the email channel standards, including brand voice and compliance, and hold context execution accountable to these standards

Key Requirements:

  • 3-5 years experience in a strategic email marketing role
  • At least 2 years people management experience
  • Demonstrated strong attention to detail and organizational skills
  • Data analysis experience (ability to work independently on data analysis without much reliance on analyst support)
  • Track record of driving high impact projects through from initial strategy to execution