About the Role:You will partner with other members of CSM and product to drive activation and engagement for new users to the LifeLock products. This role requires someone who is data-driven, thrives in a test and learn environment, and is always looking for ways to use data to improve the customer experience, to drive engagement during the first 3 months of a subscriber's lifetime with us.
Key Responsibilities:1.
Early Life experience- Identify opportunities to test welcome journeys for all LifeLock customers, with the goal of improving early life retention
- Partner with Product to understand the onboarding experience and how we can utilize data to personalize member communications
- Test and learn what other channels (push, in product, etc.) are value adds and improve ROI of early life outreaches to help inform roadmap prioritization
2.
CSM/Product partnership- Partner with the US/XS pod to understand points in the member's early lifecycle that could provide opportunities for enhanced protection offerings
- Partner with the member engagement on the alerting experience and how that impacts early life
-Partner with product on new feature launches and how those can be used to drive value early and often for customers
3.
Customer-First Focus- Monitor and analyze customer usage patterns, engagement metrics, and product adoption to identify opportunities
- Translate data insights into actionable recommendations for improving early life retention
About you:Education: Bachelor's degree in Marketing or related field
Experience:
- 8+ years working on a lifecycle program, preferably for a subscription-based product
- 2+ years' experience working on engagement and retention within a lifecycle program
Skills:- Highly analytical with proficiency in reporting tools, such as Adobe analytics, Power BI, or Amplitude
- Experience with a large scale MarTech tool - SFMC, Braze, or Iterable preferred
- Experience using AI in CSM workflow a bonus
Personal Attributes:- Ability to thrive in a fast-paced environment, managing multiple cross-functional stakeholders
- Someone who loves every aspect of Lifecycle - the creative, the analytical, and the customer experience. You maybe even spend your free time screenshotting exceptional user experiences.
Location: New York Office (Onsite 3 days per week)
The annual base salary for this position is expected to be between $180-$200K and is eligible for a bonus. Base salary is one component of Gen's total compensation package, which includes 401(k) match, health insurance options, disability coverage, life insurance, and unlimited paid time off. Actual salaries will vary based on a candidate's qualifications, experience, skills, and competencies related to the role.
What's Next....After you submit your application, you can expect the following steps in the recruitment process:
- CSM Team Member Interviews
- Final Interview - Face to Face with manager to walk through a Lifecycle experience together
