Customer Journey Strategist

We're seeking an experienced customer lifecycle marketing expert to join our team. This individual will play a crucial role in supporting our global accountants and bookkeepers lifecycle and engagement strategy to accelerate acquisition and conversion of new partner prospects, and drive continuous incremental uplifts throughout our comms channels.

The ideal candidate will be part of a team responsible for ideating and delivering personalised, orchestrated journeys that are impactful. They will leverage all direct marketing channels, tooling, and data at their disposal for the best customer outcomes - including email, in-product communications, push, and SMS.

• Use a human-centered design approach to map who our users are, what they need, and design communication journeys that ensure every engagement point we have adds value.
• Work collaboratively with product marketing, partner marketing, regional marketing, partner onboarding, and sales teams to deeply understand the end-to-end customer journey and inform recommendations to the communications experience.
• Identify and provide requirements for appropriate customer research along the lifecycle journey to ensure actionable insights and track and solve real customer problems.
• Utilise Salesforce Marketing Cloud to gain insights into customer engagement behavior that can help inform other areas of the business.
• Drive customer lifecycle programs that are commercially aligned to business goals and strategy by linking the customer or commercial need and opportunity.
• Ideate and drive optimisation and innovation within the customer journey to ensure magic happens at every touchpoint and interaction through a continuous test-and-learn approach.
• Develop and execute project initiatives within strict timelines and sequencing through to post-analysis and continual improvement.
• Regularly communicate strategy, results, and program status updates to stakeholder groups, including senior leads, both face-to-face and asynchronously.
• Guide and orchestrate cross-functional delivery across multiple internal teams, both technical and non-technical.

• A minimum of 5 years' experience in email marketing and/or marketing automation platforms and digital experimentation.
• A deep understanding of human-centred design, service design, or design thinking.
• Experience in Salesforce Marketing Cloud, Sales Cloud, and Google Analytics.
• Highly strategic and customer-led, able to identify opportunities of value for the business and customer and create programs of work off the back.
• Live and breathe high performance, aiming for end-to-end data-driven outcomes.
• Excellent project management skills and ability to juggle multiple projects at once.
• Self-motivated, achievement-oriented, innovative thinker, thrive in a highly dynamic work environment.
• The ability to communicate with stakeholders the 'why' for each project.
• A deep knowledge and understanding of audience data and segmentation.

We offer a generous paid leave policy, dedicated paid leave to care for your physical and mental wellbeing, employee assistance program, health insurance, life insurance, income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, employee share plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human values.

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