Customer Lifecycle and Comms Manager

4 weeks ago

Sydney, Australia Lyka Pet Food Full time

**Who are we?**:
Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets. Sadly, statistics have shown us that approximately eighty percent of pets are suffering from dental disease, with one in every three being diagnosed with cancer, and forty-one percent overweight. As humans we are acutely aware of the positive impact fresh wholefoods can have on our health and wellbeing, however the same hasn’t always been said for our furry friends. We're on a mission to change that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world’s most sustainable pet wellness company, we’re putting pets and our planet first.

Today, we are proud to share we’ve served and fed over 10 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and take Lyka into new markets.

Currently, we have a team of 140 pet-obsessed people on our team who share our vision. These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet’s wellbeing. To date, we have raised over $40M in funding from our venture fund investments and pet industry insiders, who believe in our mission and ability to drive change in an outdated industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join your people.

**Who you are?**:
**Skills you have?**:

- Mapping customer journeys across entire funnel in order to identify and prioritise communications strategies that ultimately maximise our customer experience
- Running end to end communication automation projects from strategy, prioritisation and work-planning through to execution and analysing results
- Developing, implementing and optimising automated communication funnels to support customer conversion, retention, referral, cross-selling and reactivation
- Constantly looking to improve the cross-channel experience of existing customers, through leveraging customer feedback, analytics and insights
- Leading our current small but mighty team of one Marketing Automation specialists.
- Coaching and mentoring junior team members to look for opportunities to improve the customer experience (this role will have at least one direct report.)
- Becoming the go-to expert for customer journey personalisation

**Requirements**:

- Strong analytical skills and the ability to structure complex logic flow, and use data to identify and prioritise opportunities
- Strong understanding of trigger marketing, customer lifecycle journey mapping, customer segmentation and personalisation
- Ability to deeply understand behavioural needs states and customer pain points
- Google Analytics experience is a plus
- A natural problem-solver and data whiz
- Excellent literacy and communication skills, with strong attention to detail
- Aptitude to master new software and tools quickly
- Ability to deliver in a fast-paced, high-pressure environment
- Positive, can-do attitude and thrives on being part of a small, incredibly focused team
- Comfortable with changing priorities and direction as the business requires and evolves. Our growth means there are constantly new things to work on every day. As such it’s likely that you’ll often be working across the board on new and exciting projects.
- Finally, you have to love dogs

**Benefits**
- Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product
- Growth and Development - Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands. We provide an annual L&D budget for you to continue your personal development.
- Work for a sustainability focused company - we care about the health of our dogs & our planet. Not only are we the only Australian carbon-negative pet food company, but we’re also working on offsetting all our staff's plastic use & carbon emissions, too
- Be part of a diverse top talent team, coming from widely different backgrounds and geographies
- 12 weeks of paid parental leave for primary carers and 6 weeks for secondary carers, alongside 2 weeks of miscarriage leave in the first twenty weeks. We also offer 18 paid weeks to both primary & secondary carers if you have been at Lyka for over two years.
- Wellbeing assistance & tools to take care of your mental & physical wellbeing so you can do your best work.
- Flexible working: work from where you get your best work done. We have pet-friendly offices in Sydney and Melbourne offer a WFH allowance for your home setup.
- Pupper paren

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