Director of Lifecycle Marketing

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Description

The Director of Lifecycle Marketing will be the main person leading our Lifecycle Marketing Client Fulfilment team. He/She is mainly accountable for client retention for our portfolio of high-growth e-commerce brands, while doing so profitably.

He/She is responsible for leading the Client Fulfilment team to understand and meet our clients’ goals and expectations. Part of what it takes to retain clients and deliver success include but are not limited to:

Developing, executing and continuous optimization of high-converting lifecycle marketing strategy for our clients
Create an amazing experience for clients while they work with us (everything from the way we communicate with them, the work we do for them and pricing)
Build and Motivate our Client Fulfilment Team to deliver the best results and experience for our clients


The Director of Lifecycle Marketing ensures that the right people, structure and processes are in place for us to serve our clients well on the strategy side of things.

This individual also serves an important R&D role ensuring we’re kept up-to-date with the latest lifecycle marketing strategies.

The Director of Lifecycle Marketing will report to our COO and work closely with our internal client servicing team which includes our Client Strategy Manager, Client Success Manager, Team Leads, Marketing Executives, and our Creatives (Graphic Design and Copywriting) Upgrade to see actual infotailed Accountabilities:

Improving and maintaining high client retention % (>90% MOM retention %)
Coming up with (or optimising) the necessary team structure, culture and incentives to serve our clients effectively (deliver impactful results) and efficiently (without wastage of resources) - Team Building
Coming up with the right systems and processes internally to ensure that we consistently deliver results to our clients hence, improving our client retention rate % - Education
Coming up with the right systems and benchmarks to monitor the performance of all accounts and the right next SOPs if an account is performing above/below the benchmarks
Joining in client calls to observe how our team interacts with clients and assist in resolving client issues
Developing training programs/resources for our internal teaUpgrade to see actual infombers to educate them on lifecycle marketing strategy and mindset
R&D: Ensuring that we’re kept up-to-date with the latest developments in Lifecycle Marketing
Working with our Creative Director and Copywriters to ensure that our email & SMS creatives are coherent with the strategy provided
Ensuring that the Client Fulfilment team maintains a healthy profit margin
Representing Chronos Agency in speaking events
Working closely with our internal teams to deliver client success
Ensuring that the internal team has all the skill sets and tools to successfully deliver results and retain clients
Maintaining and improving the culture of our Client Fulfilment team
Employee Career Growth and Retention


Requirements

6+ years Experience in DTC E-commerce Email, SMS and CRM Marketing in the North American Market (either on the brand or agency side; you don’t have to be in the North American region itself, you just need to have experience selling to the NA market)
Relevant experience in creating and scaling end-to-end omni-channel programs (email, push, SMS) across customer lifecycle stages
Have managed a lifecycle marketing program that generated over $1m in email sales or had >200k in active subscribers
Experience with Klaviyo is a must
Experience in other marketing channels such as paid Facebook, Instagram and Google advertising is a plus
Confident and comfortable with communicating with clients across different geographies and timezones
Willing to take part in a paid assessment (to be confirmed)
Portfolio of past work and references to be made available


Benefits

Full-time remote work setting
Paid Time Off (30 days annually)
Observance of public holidays
Internet Allowance
Health and Wellness Allowance
Technology Benefit
Maternity and Paternity Benefit
Loyalty Rewards
A library of internal resources and training
Performance-based Incentives and Bonuses
Bi-annual all-expenses-paid company workation
Outcome-focused Environment
Hear what our employees say about working with us (link)