Customer Lifecycle Marketing Manager

Responsibilities

• Direct marketing to former and existing customers including win-back + referral programmes and renewal campaigns
• Customer insight, segmentation and measurement
• Customer plan trials and testing
• Digital acquisition marketing plan including paid social, SEO, email, affiliates and partnerships
• CRM and a single, trusted view of customer data that supports targeting, personalisation and measurement.
• Sales funnel from lead generation to conversion
• Campaign planning and brand messaging
• Leadership of lifecycle planning, reporting and management of external marketing partners

Requirements

• Proven experience in direct marketing to a customer database, ideally in service plan, subscription, insurance or other recurring-revenue consumer brands.
• A track record of direct mail and win-back campaigns measured with test-and-control, including reactivation of lapsed customers.
• Strong skills in segmentation, selections and campaign analysis, and experience of improving the quality and completeness of customer data.
• Experience of supporting outbound telephone campaigns with data, lists and warm-up communications.
• Strong CRM experience, including automation and lifecycle marketing.
• Experience of managing retention, renewal or upsell programmes in consumer brands.
• Experience of setting targets for, and managing, digital marketing agencies, freelancers or specialists.
• Confident with data and analytics, and a clear understanding of UK GDPR and PECR as they apply to marketing, including email, SMS, phone and TPS rules.
• Good copywriting or copy-editing judgement.
• Experience of leading sales or service teams you don’t line-manage, through plans and evidence, and of managing external partners and specialists.

Benefits

• Flexible and hybrid working
• A focused learning and development plan, with mentoring from our Directors
• 24 days’ annual leave, plus up to 5 extra days with long service
• Performance-related bonus scheme
• Medical health cash plan and mental health support
• A Zest-designed modern office, 5 minutes’ walk from West Cliff Beach
• Zest Bites kitchen with onsite chef, subsidised meals and free refreshments, including a Pearhaus speciality coffee machine
• Zest apparel drops
• A social calendar of cultural, foodie and experiential events