Retention Manager

Title: Growth Marketing Manager (Retention)

Reporting to (position): Director, Lifecycle and Campaigns Marketing

Location: Dublin, London or remote within UK or Ireland

Brief description of position:

Intercom is redefining how businesses connect with their customers. More than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver unparalleled user experiences at any scale. Intercom's platform is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users.

Join the company helping businesses grow revenue through in-product messaging, and so much more!

What's the opportunity? 🤔

Intercom is looking for a Growth Marketer to be the first hire for our brand new Retention Marketing team, reporting directly to the Director of Lifecycle and Campaigns Marketing. The ideal candidate thrives in a growth culture that values strategic communication, teamwork and results. This role will oversee development, follow-through, and maintenance of marketing campaigns for onboarding, engaging, and retaining customers. The ideal candidate has significant expertise developing and optimizing lifecycle marketing programs from purchase through cancellation activities in a B2B environment. They will have a consistent track record of using marketing results, customer insights, and analytics to inform and scale a successful global marketing program.

In this role, the ideal candidate will ideate, develop, own and implement personalized and localized global programs. This person will partner with the customer success & support, product marketing, growth, finance, product education, and analytics teams to translate business strategy and requirements into scaled marketing campaigns.

What will I be doing?

Own end-to-end development and management of global retention campaigns across channels (e.g. in-product, email, etc.), including strategy, copy development, campaign setup, A/B testing, localization, reporting, and optimization with a goal to increase healthy product usage and adoption, and to minimize churn and contraction.

Work with customer success, and product marketing teams to create personalized and consistent cross-channel retention messages.

Iteratively test and improve all marketing streams to optimize customer experience while increasing MRR and LTV.

Partner with Product & Growth teams to optimize product experience and identify new ways to drive incremental value back to the users

Partner with Finance Ops, our GTM team, and CS teams to optimize billing renewal workflows.

Consistently improve upon and lead change in program methodologies; employing industry standard processes and constantly looking for opportunities to improve effectiveness and efficiency.

Present regularly on program performance and successes to GTM leaders.

Actively monitor all campaign analytics, partner with our business intelligence team to create appropriate reporting, and communicate results effect

Qualifications, skills, and education

5+ years experience running digital retention marketing programs, preferably in a SaaS, subscription business, or related B2B business.

Comfortable working with large sets of digital marketing and product usage data to glean critical insight to inform marketing strategy.

Advanced in Analytic tools such as Tableau, Looker, Great Plains, Big Query

Meets aggressive goals for the business with an eagerness to challenge the status quo in order to meet objectives.

Outstanding interpersonal, verbal, and written communication, problem solving, and executive presentation skills.

Excellent cross-functional collaborator, striking deep relationships and ability to influence functional teams to gain consensus on vision for driving performance objectives.

Job Type
Full Time
75 days ago

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