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Customer Lifecycle Manager

3 months ago

Bengaluru, India Silvermine Group Full time
CUSTOMER LIFECYCLE MANAGER

Job Description:The Customer Lifecycle Manager will be responsible for creating, executing, and optimizing communication strategies that engage customers across various stages of their lifecycle. The role will involve leveraging

HubSpot

to automate email marketing campaigns, manage CRM workflows, and ensure that brand messaging is consistent and impactful. The ideal candidate will have strong experience in lifecycle marketing, email automation, and customer segmentation to drive customer retention, upsell opportunities, and overall engagement.

Key Responsibilities:1. Lifecycle Marketing Strategy:Develop and implement a

customer lifecycle strategy

focused on onboarding, engagement, retention, and reactivation, ensuring consistent communication at each touchpoint.Design lifecycle campaigns that align with

customer personas

and target specific behaviors, such as first purchase, repeat purchase, or lapsed customers.Map out

customer journeys

and identify key moments for targeted communication to improve customer satisfaction and loyalty.2. Email Marketing & HubSpot Automation:Own the

email marketing strategy , creating personalized email campaigns that nurture customers through the lifecycle, including

welcome series, re-engagement campaigns, post-purchase follow-ups , and

cross-sell/upsell

messages.Leverage

HubSpot

to set up and manage

automated email workflows , segmentation, lead scoring, and customer journey mapping to improve the efficiency and impact of communications.Design and execute

A/B tests

to optimize email subject lines, content, layouts, and send times to maximize open rates, click-through rates (CTR), and conversions.3. Customer Segmentation & Personalization:Create detailed

customer segments

based on behavior, purchase history, engagement level, and demographics using HubSpot data.Personalize email and communication strategies to ensure each customer segment receives the most relevant and timely messaging.Work with data teams to analyze customer behavior and create

dynamic content

within emails to deliver tailored offers, product recommendations, and updates.4. Brand Communication:Develop and maintain a

consistent brand voice and tone

across all lifecycle communications to ensure a cohesive customer experience.Work closely with

content and design teams

to create engaging email templates and assets that align with the brand’s visual identity and messaging.Ensure that all communications are

compliant with GDPR, CAN-SPAM,

and other data privacy regulations.5. Data Analysis & Optimization:Track, measure, and report on key email marketing KPIs such as

open rates, CTR, conversion rates, unsubscribe rates, and customer lifetime value (CLV) .Use

HubSpot’s analytics

and reporting tools to monitor the effectiveness of lifecycle campaigns, identifying areas for improvement and optimization.Provide actionable insights from campaign performance to iterate and improve future communications, ensuring continual growth in customer engagement and retention.6. Cross-Functional Collaboration:Collaborate with the

sales, customer success, product, and marketing teams

to align lifecycle campaigns with broader company objectives, ensuring a seamless experience from marketing to product usage.Work with the

customer success team

to design campaigns that reduce churn and improve customer satisfaction, leveraging feedback to inform communication strategies.Partner with

sales teams

to nurture high-potential leads, delivering automated drip campaigns that convert leads into paying customers.7. Campaign Innovation & Best Practices:Stay up to date on the latest trends in

email marketing, automation, and customer lifecycle management , applying best practices and new techniques to improve campaign performance.Experiment with new communication channels or methods, such as SMS, in-app messaging, or push notifications, to enhance engagement throughout the customer journey.

Required Skills and Experience:7+ years

of experience in

lifecycle marketing, email marketing, or CRM management , preferably in a role focused on automation and customer engagement.Strong expertise in

HubSpot

(or similar platforms like Marketo, Salesforce Marketing Cloud), including building workflows, managing lists, lead scoring, and setting up reports.Proven experience

in designing and executing email marketing campaigns with demonstrated success in improving engagement, retention, and revenue.Excellent understanding of

customer segmentation

and

data-driven marketing strategies

to deliver personalized and targeted communication.Familiarity with

A/B testing , email deliverability best practices, and automation workflows.Strong analytical skills with the ability to translate data into actionable insights for campaign improvements.Excellent communication skills , both written and verbal, with the ability to craft clear, compelling brand messaging.KPIs & Success Metrics:Increase in

email open rates, CTR,

and overall engagement.Growth in

customer retention

and

repeat purchase rates .Improvement in

customer lifetime value (CLV)

through effective lifecycle marketing.Reduction in

churn rate

and increase in customer satisfaction metrics.Efficiency in

email automation

and the performance of HubSpot workflows.