Senior Manager, Customer Campaigns & Lifecycle Marketing
WFA Digital Insight
As demand for personalized customer experiences grows, companies like Intercom are investing heavily in AI-driven solutions. With a 25% increase in customer experience manager roles in the past year, this field is becoming increasingly competitive. Intercom's commitment to innovation and customer satisfaction makes this role stand out. Candidates should be prepared to leverage their skills in Excel and marketing automation to drive customer engagement. Before applying, consider what you can bring to Intercom's mission to revolutionize customer service.
Job Description
About the Role
The Senior Manager, Customer Campaigns & Lifecycle Marketing role at Intercom is a unique opportunity to lead a high-performing team in delivering exceptional customer experiences through AI-driven marketing campaigns. As a key player in the company's mission to provide incredible customer service, you will be responsible for managing all customer marketing communications, driving adoption and usage of Intercom's AI agent, Fin, and mature usage of Intercom's helpdesk product.The role entails leading a team of 3-4 highly autonomous individual contributors, focused on different projects and company initiatives. You will be accountable for the overall team performance, ensuring that the team delivers high-quality results and consistently meets the company's objectives. Your expertise in Excel will be crucial in analyzing data, measuring campaign effectiveness, and optimizing marketing strategies.
Intercom's core values of pushing boundaries, building with speed and intensity, and delivering incredible value to customers will be at the forefront of your work. You will be expected to embody these values, fostering a team culture that is focused on excellence and innovation.
What You Will Do
- Lead a team of marketing professionals in developing and executing customer marketing campaigns across the customer lifecycle
- Implement a significant customer marketing campaign tool overhaul to improve the capabilities of the Customer Campaigns & Lifecycle Marketing team
- Collaborate with senior stakeholders across key business areas, including Growth, Product Marketing, Demand Generation, Sales, and Customer Support teams
- Develop and manage the team's roadmap, planning, and project prioritization
- Deliver direct feedback to team members, ensuring that the team meets the high standards expected
- Analyze data to measure campaign effectiveness and optimize marketing strategies
- Build relationships with senior stakeholders to ensure alignment and delivery of company objectives
- Foster a culture of excellence, innovation, and continuous improvement within the team
- Ensure the efficiency of the team, investing in the right tools and resources
- Identify opportunities and problems before they impact the business, approaching work with a growth mindset
What We Are Looking For
- 7+ years of experience in marketing, preferably in a customer marketing or lifecycle marketing role
- Proven track record of leading high-performing teams and delivering exceptional customer experiences
- Expertise in Excel and marketing automation tools
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment, prioritizing multiple projects and deadlines
- Strong understanding of customer marketing and lifecycle marketing principles
- Experience working with cross-functional teams, including sales, product, and customer support
Nice to Have
- Experience with AI-driven marketing solutions and customer service platforms
- Knowledge of marketing analytics and data analysis tools
- Certification in marketing automation or customer experience management
- Experience working in a remote or distributed team environment
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a innovative and fast-growing company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to cutting-edge marketing tools and technologies
- Recognition and reward for outstanding performance
- Comprehensive health and wellness programs
- Generous paid time off and holiday allowance
How to Stand Out
- Make sure to highlight your experience with marketing automation tools and Excel in your application
- Showcase your ability to lead high-performing teams and deliver exceptional customer experiences
- Be prepared to discuss your understanding of customer marketing and lifecycle marketing principles
- Demonstrate your analytical and problem-solving skills through specific examples
- Show enthusiasm for Intercom's mission and values, and explain how you can contribute to the company's success
- Prepare to talk about your experience working with cross-functional teams and senior stakeholders
- Don't hesitate to ask about the company culture, team dynamics, and opportunities for growth and development during the interview process
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