Partner Lifecycle Marketing Lead

Our Purpose

At Xero, we're here to help supercharge small businesses. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we're not only making life better for small business, we'll be building a stronger economy that can change the world.

How you'll make an impact:

As a Partner Lifecycle Marketing Lead, you will play a crucial role in supporting Xero's global Accountants & Bookkeepers (Partners) lifecycle and engagement strategy to accelerate acquisition and conversion of new partner prospects, and drive continuous incremental uplifts throughout our comms channels.

Reporting to our GM of Lifecycle Marketing, you will be part of a team responsible for ideating and delivering personalised, orchestrated journeys that are #beautiful, relevant and above all impactful. We are looking for a great candidate who is data-savvy, commercially astute and apt at working with both business and technical stakeholders to drive outcomes that deliver high quality customer conversion and overall market share growth. You'll effectively leverage all direct marketing channels, tooling and data at your disposal for the best customer outcomes - including but not limited to, email, in-product communications, push and SMS.

What you'll do:

• Putting our customers (accountants and bookkeepers) at the core of everything you do, you'll 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, and Analytics specialists to deeply understand the end-to-end customer journey in order to inform your recommendations to the communications experience in your lifecycle specialisation
• Identify and provide requirements for appropriate customer research along the lifecycle journey, to ensure we have actionable insights and are tracking and solving real customer problems
• Use Salesforce Marketing Cloud to gain insights into our customer engagement behaviour that can help inform other areas of the business
• Drive customer lifecycle programs that are commercially aligned to business goals and strategy, by always linking the customer or commercial need and opportunity
• Ideate and drive optimisation and innovation within the customer journey, ensuring that magic is happening at every touchpoint & interaction, through a continuous test-and-learn 'never done' approach
• End-to-end development and execution of 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 F2F and async and contribute to the repository of learnings/outcomes
• Guide and orchestrate cross-functional delivery across multiple internal teams, both technical and non-technical
• Be the owner of the customer success metrics relevant to your role, continuously monitoring and analysing MQL → Signed Partner → Active Partner % and volume of inactive partners at end of onboarding
• Work closely with data and analytics teams to ensure availability of quality data for audience targeting and tracking to ensure initiatives are set up correctly to report on incremental performance outcomes
• Leverage data and qualitative/quantitative customer insights to define lifecycle initiative briefs, insightful hypotheses, creative and user experience
• Confidently analyse experiment and journey performance, tying it back to the original objectives and hypothesis, report on results and share the metrics that matter most to our stakeholders and business
• Building communications in SFMC (emails, SMS, push), adding personalisation within assets, using dynamic content, setting up batch sends and triggered journeys at scale

What you'll bring with you:

• 5+ years of direct experience in email marketing and/or marketing automation platform and digital experimentation
• Deep understanding of human-centred design, service design or design thinking
• Experience in Salesforce Marketing Cloud, Sales Cloud & 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

Why Xero?

Offering very generous paid leave to use however you'd like (plus statutory holidays), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you'll do the best work of your life at Xero.