Customer Lifecycle Specialist

Join the Laundry Lady

Join the Laundry Lady, Australia and New Zealand's fastest growing, award winning online marketplace for laundry, powered by our custom platform TimeBoss. Expanding our successful footprint across Australia and New Zealand, we are soon expanding our global reach into Canada, UK and beyond. We are seeking a Customer Lifecycle Specialist to join our marketing team to support our global growth strategies in this newly created role.

Overview

As Customer Lifecycle Specialist, you will be responsible for executing digital marketing strategies that drive customer acquisition, retention, and contractor engagement across global markets. This role focuses on email marketing, personalisation, educational content creation, in-app notifications and supporting The Laundry Lady's growth in both D2C and B2B markets within a two-sided marketplace environment.

Key Responsibilities
Email Marketing & Personalisation

• Personalised Campaigns: Develop sophisticated email personalisation using customer data, booking history, and behavioural triggers
• HTML Development: Create and edit HTML email templates with dynamic content and responsive design
• Marketing Automation: Build automated sequences for customer and contractor lifecycle management including onboarding and retention
• Template Management: Maintain email template libraries for different campaigns, audiences, and global markets
• Performance Optimisation: Execute A/B testing and analyse metrics to maximise engagement and conversion rates

Customer & Contractor Lifecycle Management

• Customer Journey Design: Create comprehensive lifecycle campaigns from acquisition through advocacy
• Contractor Retention: Develop targeted communications and recognition programs to engage Laundry Ladies and Lads
• Lead Generation: Execute digital campaigns to acquire new customers through email marketing and conversion optimisation
• Segmentation: Create audience segments based on behaviour, location, and engagement levels
• Customer Retention: Identify at-risk users and implement targeted retention campaigns

Product Release & LMS Support

• LMS Content Setup: Support the training manager to setup and maintain the learning management systems for customer education and contractor training programs
• Content Production: Working with Training Manager to develop educational materials including video tutorials, training modules, and certification programs
• Video Production: Create training videos covering service standards, platform usage, and business development
• Performance Tracking: Monitor learning engagement, completion rates, and effectiveness of educational programs
• Global Adaptation: Adapt marketing materials and educational content for different geographic markets and cultural contexts

Analytics & Reporting

• Campaign Analytics: Monitor performance across email, content marketing, and educational programs
• Marketplace Metrics: Track supply-demand balance, conversion rates, and network effects
• Database Management: Maintain customer and contractor databases with proper segmentation
• Performance Reporting: Prepare reports on digital marketing metrics and improvement recommendations

General Marketing Support

• Assist the marketing team with general marketing activities across social media, blog content, podcasts and international communications.

Qualifications:

• 3+ years in digital marketing with focus on email marketing and customer lifecycle management
• Experience with email marketing platforms (mailchimp, klaviyo, shopify), HTML/CSS development, email template development, app notifications and marketing automation
• Two-sided marketplace business experience or understanding of supply-demand dynamics
• Educational content production and LMS management experience
• Video content creation and editing skills
• Google Analytics and marketing performance tracking tools

Working Conditions:

• Full time or part time position, 30-38 hours per week
• Work from Anywhere flexibility, role can be completely remote, hybrid or work from home. You will need to attend in-person meetings (Sunshine Coast) from time to time.
• Flexible start and finish times to accommodate study or school hours.
• Opportunities for professional development.

We are a family friendly team and value hardwork and a good laugh. This is a new role that you'll be able to make your own and help shape in a very exciting high growth period for the business. If this ad has got you excited, we'd love to hear from you

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