Customer Engagement Strategist

6 days ago

London, Greater London, United Kingdom abrdn Full time

About the Role

At abrdn, we're seeking a highly skilled CRM Marketing Manager to join our team. As a key member of our marketing department, you will be responsible for developing and executing a comprehensive subscriber engagement strategy that drives user acquisition, retention, and growth.

Key Responsibilities

  • Develop and lead the strategy for end-to-end user and subscriber acquisition, engagement, and retention.
  • Manage the end-to-end process for lifecycle communication across all channels, from brief to execution and post-campaign analysis.
  • Create audience segmentation strategies, define subscriber segments, and build reporting for free and premium subscribers.
  • Own the lifecycle communications for Finimize Premium subscribers.
  • Identify organic and manufactured triggers and design strategies that leverage triggers to drive habituation, engagement, and retention.
  • Create programs for subscriber onboarding, lifecycle management, and winback initiatives.
  • Analyze campaign and channel performance and use insights to identify opportunities to increase engagement and conversion rates at all stages of our subscriber's lifecycle journey.
  • Manage experimentation agendas to continuously improve performance across all CRM channels.
  • Own the CRM campaign calendar.
  • Deliver consistent and innovative user experiences across our channels that enable us to personalize our user journeys.
  • Partner with Product and Engineering to identify and build features that support your CRM strategy.
  • Create and share weekly and monthly performance reports.
  • Respond to subscriber inquiries, resolving requests and improving subscriber satisfaction.
  • Monitor and respond to customer reviews across various platforms.

Requirements

  • Experience building CRM programs from scratch.
  • Strong track record of executing successful cross-channel lifecycle communications that improve activation, engagement, and retention.
  • Technical aptitude with a creative eye, adept at CRM systems and marketing ops as well as creative design and messaging.
  • Customer-centric with a deep understanding of customer segmentation.
  • Bias for action and ability to thrive in ambiguity.
  • End-to-end planning, development, and execution of large-scale cross-channel lifecycle campaigns.
  • Deep expertise with customer engagement platforms.
  • Experience delivering automation and personalization strategies.
  • Analytical, with a love for data and numerical marketing.
  • Obsession with your craft, down to the smallest detail.

Preferred Skills

  • Experience with a subscription business.
  • Experience in customer success, solving customer requests and problems.
  • Experience with Zendesk or related customer success platforms.
  • Experience with product analytics and BI platforms.
  • Experience with personalization tools.
  • Some experience in client relations, customer support, or community management.
  • Competency in coding HTML and CSS.

About abrdn

We are committed to building inclusive workplaces and value diversity in our workforce. We welcome enquiries from everyone and are happy to assist with reasonable adjustments due to a disability.

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