Customer Lifecycle Senior Manager B2C (f/m/d)

We are seeking a Customer Lifecycle Senior Manager to join Blacklane's Retention team. The ideal candidate will be customer-centric and data-driven, with expertise in cross-channel retention strategies. The role involves managing strategic retention projects, implementing cross-channel communication, identifying customer problems, and analyzing data to optimize conversion rates. The successful candidate will have advanced project management skills, experience with marketing automation technology, and a genuine interest in the premium and travel/mobility industries. Blacklane is a scale-up with a strong company culture, committed to inclusion and diversity.

• Manage strategic retention projects from initiation until closure, such as the Blacklane Rewards Program
• Implement state-of-the-art cross-channel communication using marketing automation technology (Braze) to drive growth in close collaboration with Brand and Product teams (channels: email, push notifications, in-apps, content cards)
• Identify customer problems from data and customer insights, ideate, design, and conduct experiments to optimize conversion rates in collaboration with BI and Product team
• Analyse data, gather insights for campaign and lifecycles implementation, craft and present stories out of data
• Closely collaborate with the Customer Lifecycle Technology Manager to enhance automation and leverage data points

• Manage strategic retention projects from initiation until closure, such as the Blacklane Rewards Program
• Implement state-of-the-art cross-channel communication using marketing automation technology (Braze) to drive growth in close collaboration with Brand and Product teams (channels: email, push notifications, in-apps, content cards)
• Identify customer problems from data and customer insights, ideate, design, and conduct experiments to optimize conversion rates in collaboration with BI and Product team
• Analyse data, gather insights for campaign and lifecycles implementation, craft and present stories out of data
• Closely collaborate with the Customer Lifecycle Technology Manager to enhance automation and leverage data points
• Advanced Project Management skills
• Customer-centric and data-driven approach with a track record in the successful implementation of cross-channel strategies and campaigns
• Advanced experience using marketing automation technology (Braze or similar), and mastery of HTML if needed
• Ran a significant number of experiments that improved conversion rates in the past
• Ability to conduct analysis independently and tell stories out of data through visualizations
• Good technical understanding and ability to brief tech team
• Genuine interest in the premium and the travel/mobility industries
• Excellent communication skills in English