Director, Customer Lifecycle Marketing & Engagement

Director, Customer Lifecycle Marketing & Engagement

Legal Zoom |

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Full-time

Austin

Master (>10 yrs)

About Legal Zoom

Legal Zoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 20 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you’re ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can’t wait to meet you.

Where we work

We believe work should work for you. Legal Zoom supports a remote-friendly environment that gives employees flexibility and balance. Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more.

We are looking for a Director, Customer Lifecycle Marketing & Engagement to join the Legal Zoom Marketing organization. This leader will report to the VP, Go-to-Market and will be responsible for completely re‑imagining the way we think about our lifecycle marketing. This means we need a leader, with a strong background in data, analytics and omni‑channel lifecycle marketing journey orchestration to enhance our end‑to‑end consumer engagement with goal of increasing conversion, retention and LTV.

We are looking for a candidate that has experience revamping lifecycle technology and strategies to ensure we are delivering personalized communication to all of our customers through the most appropriate channel depending on their specific stage in the customer journey. Channels you’ll oversee include email, text, notifications, and voicemails, and you’ll partner with sales and paid teams to build strong connections between these channels and the messages that are communicated to our customers.

As an expert in the field, this will include identifying, by cohort, lifecycle roadmaps, personalization, and appropriate cross‑sells, up‑sells and win‑backs based on the customer, and then work cross‑functionally to lead and implement these efforts.

As a Director, and leader in the company, you will also be responsible for helping to lead teams, foster talent, develop a high performing culture, and role model the values and principles of the organization.

• Improve customers satisfaction and lifecycle performance, leveraging a customerric, data‑driven and multi‑channel approach to create omni‑channel journeys that deliver the right message through the most appropriate channel at each stage of the customer journey
• Develop and deliver lifecycle marketing metrics and OKRs with a laser focus on data; measure and optimize the lifecycle marketing team’s direct influence on conversion rates, retention and LTV
• Instill high velocity, insight‑driven testing and optimizations across all channels to accelerate lifecycle performance
• Lead development of data‑driven triggers and personalized communication at all stages of the customer journey
• Assess the current lifecycle tech stack and identify necessary enhancements needed to enable personalized communication across all channels
• Forecast, budget and deliver on lifecycle revenue goals within approved budgets
• Lead the strategy and partner with the Brand & Creative team to enhance lifecycle marketing creative, copy and content
• Partner with Product Marketing and Mar Tech to develop audience strategies, and identify customer segments to uncover and reach audience segments at the right time and place, along with right offers in their customer journey
• Monitor and report on key lifecycle marketing metrics and have a clear understanding of performance drivers at any given time
• Ensure that lifecycle marketing campaigns are being sent error free and implement new quality assurance processes as needed
• Monitor block lists, unsubscribes, churn, deliverability and other related metrics to protect health of the database
• Effectively communicate with business leads, product, partners and other cross‑functional teams to drive projects to completion
• Foster the growth of the lifecycle marketing team including…