Customer Lifecycle & Retention Marketing Manager

Elsevier•New York, NY

18d

About The Position

Are you ready to help shape the future of academic research by driving engagement and retention for innovative subscription products at Elsevier? Do you want to combine your creativity and data-driven expertise to deliver impactful lifecycle marketing campaigns that support researchers worldwide? About the team: A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world. About the role: The Customer Lifecycle & Retention Marketing Manager will drive engagement and retention across Elsevier’s growing portfolio of direct-to-researcher (D2R) products, starting with ScienceDirect AI, our new subscription-based research companion. The role will be responsible for shaping and executing our customer journey marketing touchpoints, from onboarding through renewal to deliver personalized, insight-led lifecycle campaigns that help academic researchers get lasting value from their subscription. This role is ideal for someone who loves combining creativity with data, knows how to turn content into researcher-centric marketing and wants to help academic researchers around the world advance human progress.

Requirements

Experience in customer lifecycle, retention, or CRM marketing, especially with SaaS or subscription products
Proficient with Braze or similar marketing automation platforms.
Familiarity with Pendo or other in-product messaging tools is a plus.
Understanding of customer segmentation, journey mapping, and personalized marketing approaches.
Ability to design, execute, and measure campaigns that increase engagement and retention.
Comfortable using analytics tools such as Adobe Analytics or Tableau to inform decisions.
Strong written communication skills, able to make complex information clear and engaging.
Interest in supporting the academic research community and understanding user needs.
Collaborative approach and adaptability in a dynamic environment.

Responsibilities

Develop and manage lifecycle marketing programs that support subscribers from onboarding to renewal.
Create and optimize automated messaging flows using platforms like Braze and Pendo to guide users through key milestones and maximize conversion.
Implement strategies to boost user engagement, encourage renewals, and minimize cancellations.
Collaborate with acquisition teams on campaigns to re-engage inactive users and support upsell and cross-sell initiatives.
Work effectively with colleagues across Product, Marketing, Content, Ecommerce, and Analytics teams.
Use data and analytics to monitor performance and identify opportunities for improvement.
Champion continuous optimization of messaging and campaign effectiveness.
Ensure all communications reflect Elsevier’s brand standards, responsible communication practices, and data privacy requirements.
Contribute to user adoption efforts across individual and institutional channels by adapting journey paths to varied needs.

Benefits

Generous holiday allowance with the option to buy additional days
Health screening, eye care vouchers and private medical benefits
Wellbeing programs
Life assurance
Access to a competitive contributory pension scheme
Save As You Earn share option scheme
Travel Season ticket loan
Electric Vehicle Scheme
Optional Dental Insurance
Maternity, paternity and shared parental leave
Employee Assistance Programme
Access to emergency care for both the elderly and children
RECARES days, giving you time to support the charities and causes that matter to you
Access to employee resource groups with dedicated time to volunteer
Access to extensive learning and development resources
Access to employee discounts scheme via Perks at Work
Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice