Director, Customer Lifecycle Marketing & Engagement

LegalZoom•Los Angeles, CA

45d•Remote

About The Position

We are looking for a Director, Lifecycle Marketing to join the LegalZoom Marketing organization. This leader will report to the VP, Go-to-Market and will be responsible for completely re-imagining the way we think about our lifecycle marketing. This means we need a leader, with a strong background in data, analytics and omni-channel lifecycle marketing journey orchestration to enhance our end to end consumer engagement with the goal of increasing conversion, retention and LTV. We are looking for a candidate that has experience revamping lifecycle technology and strategies to ensure we are delivering personalized communication to all of our customers through the most appropriate channel depending on their specific stage in the customer journey. Channels you'll oversee include email, text, notifications, and voicemails, and you'll partner with sales and paid teams to build strong connections between these channels and the messages that are communicated to our customers. As an expert in the field, this will include identifying, by cohort, lifecycle roadmaps, personalization, and appropriate cross-sells, up-sells and win-backs based on the customer, and then work cross-functionally to lead and implement these efforts. As a Director, and leader in the company, you will also be responsible for helping to lead teams, foster talent, develop a high performing culture, and role model the values and principles of the organization.

Requirements

5+ years CRM and lifecycle marketing leadership experience, 10+ years in the function
Demonstrated experience leading CRM programs in a D2C subscription model
Experience in scaling, and transforming customer engagement strategies to make them more personalized and connected across all channels
Expert knowledge with all technology tools that can enhance our lifecycle strategy including but not limited to CRM platforms, CDPs, journey tools, and recommendation engines
Deep experience developing and implementing cohort-based lifecycle roadmaps and customer engagement triggers based on personalization mechanics
Strong sense of ownership to drive key business metrics and company growth
Proven ability to manage and maintain strong cross-functional stakeholder relationships across multiple teams (product, marketing, data, design, etc.) and an ability to coordinate timely feedback and approvals
Strong data, critical thinking and analytical skills with proven ability to translate performance metrics into actionable insights
Ability to navigate and lead by influence across departments to build consensus around critical initiatives with a bias towards action
Leadership experience including the ability to build and grow a team and to collaborate and influence teams to drive positive business performance and results
Strong motivation, presentation and communications skills including experience working closely with senior leadership (c-suite)
Self-starter with an entrepreneurial mentality with experience working on complex, ambiguous projects across multiple teams. Creative approach to new ideas, experimentation with new initiatives that fuel growth
Bachelor's degree required; MBA a plus

Responsibilities

Improve customers satisfaction and lifecycle performance, leveraging a customer centric, data-driven and multi-channel approach to create omni-channel journeys that deliver the right message through the most appropriate channel at each stage of the customer journey
Develop and deliver lifecycle marketing metrics and OKRs with a laser focus on data; measure and optimize the lifecycle marketing team's direct influence on conversion rates, retention and LTV
Instill high velocity, insight driven testing and optimizations across all channels to accelerate lifecycle performance
Lead development of data driven triggers and personalized communication at all stages of the customer journey
Assess the current lifecycle tech stack and identify necessary enhancements needed to enable personalized communication across all channels
Forecast, budget and deliver on lifecycle revenue goals within approved budgets
Lead the strategy and partner with the Brand & Creative team to enhance lifecycle marketing creative, copy and content
Partner with Product Marketing and MarTech to develop audience strategies, and identify customer segments to uncover and reach audience segments at the right time and place, along with right offers in their customer journey
Monitor and report on key lifecycle marketing metrics and have a clear understanding of performance drivers at any given time
Ensure that lifecycle marketing campaigns are being sent error free and implement new quality assurance processes as needed
Monitor blocklists, unsubscribes, churn, deliverability and other related metrics to protect health of the database
Effectively communicate with business leads, product, creative, partners and other cross-functional teams to drive projects to completion
Foster the growth of the lifecycle marketing team including mentorship of direct reports to drive professional growth, governance of programs to ensure scalable best practices, and provide direction to guide the execution activities