Wati
Location
Delhi | India
Job description
Wati is a growing CPaaS platform that provides end-to-end WhatsApp API solutions for SMBs and large enterprises. We aim to simplify business communication, helping businesses meet their customers where they are - WhatsApp. Backed by global investors such as Sequoia, DST Global, and Tiger Global, we're Shopify's first investment in a startup in Southeast Asia. Headquartered in Hong Kong and trusted by 8000+ customers across 100+ countries. We're a rapidly expanding team filled with talented people from around the globe.
We are growing fast, and we are now looking for a Lifecycle Marketing Director. As a core member of the Marketing team, you will be responsible for helping in overseeing lifecycle marketing & marketing automation programs that deliver business results for organisation. Lifecycle Marketing Director owns the strategy and execution of end-to-end lifecycle marketing initiatives, ranging from first click to retention and renewal initiatives, with a focus on instilling loyalty within the our ever-growing customer base. Our ideal candidate will have no problem rolling up their sleeves and working directly with customers to understand the wants and needs of the market, while ensuring that relevant programs are being created for all stages of the customer journey. What you’ll do Develop customer lifecycle stages and create strategic initiatives for each stage of the customer journey, which include onboarding, engagement and retention. Evaluate critical customer touchpoints, optimize commercial opportunities through timely and relevant communications, and collaborate closely with the growth and content teams to implement targeted programs and campaigns aimed at measuring and attaining lifecycle targets. Identify key, measurable metrics (upsell, churn, etc.) for lifecycle programs encompassing a growth hacker mentality with the ability to test and scale rapidly. Developing and implementing experimentation for all aspects of the customer lifecycle to test, learn and scale the most effective approach for growth. End-to-end planning and executing campaigns across email, Whatsapp, and in-app touchpoints to drive cross-sell targets. This includes identifying suitable segments within our user base for each campaign, bundling different campaigns together where the target segment is the same, drafting compelling direct-response content, sending out the content from our database, and reporting on conversion results Design and conduct A/B tests for campaign optimisation and improvement Forge personal relationships with advocate customers and build out case studies, testimonials and quotes, acting as a content source for Wati Conceptualize and launch a customer advocacy program and customer community designed to identify and mobilize customers, transforming them into Wati brand ambassadors. Track and report on campaign metrics such as open rates, CTR, and conversion, providing actionable insights and recommendation to improve on campaign performance Gatekeeper of customer contact to prevent spamming from the various campaign teams; responsible for minimizing Unsubscribe rate Stay updated on emerging trends and best practices in email/Whatsapp marketing and CRM. Obsessing about customer insights and tailoring messaging and distribution channels accordingly. Requirements : 8+ years of experience in managing lifecycle, cross-sell and up-sell programs, preferably within the computer software industry, ideally in Product-led B2B SaaS Deep understanding of the SMB SaaS industry, including knowledge of SaaS business models, target markets, and customer acquisition strategies. Ability to both think strategically and execute tactically, with excellent communication and leadership skills. Proven track record in delivering long-term customer engagement and lifetime profit growth. Strong background in customer conversion, retention and win-back strategies. Deep understanding of segmentation and customer lifecycle. Experience working with CRM platforms, marketing automation softwares and lifecycle communication platforms (eg Segment, Braze, etc). Strong data-driven mentality with the ability to interpret data and identify actionable insights to inform engagement strategies. Hands-on marketer with experience juggling multiple projects and working cross-functionally in a fast-paced cross-functional environment with a great attention to detail. Thrives in a fast-paced environment with strong bias for action. Strong analytical skills to make data-driven decisions.Job tags
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