Driftrock

Customer Success Manager

• Own the conversion funnel for end-customer communication journeys across WhatsApp, SMS and email, from first touch after lead capture through to post-order engagement.
• Design, build and ship A/B and multivariate tests on copy, timing, cadence, channel mix, personalisation, CTAs and journey structure. Ship tests weekly, not quarterly.
• Analyse performance at every step of the funnel. Identify the biggest drop-off points, form hypotheses, and prioritise the experiments that will move the metric most.
• Build a testing roadmap per OEM client and per vehicle segment, balancing quick wins with bigger structural bets.
• Write and edit messaging copy that converts. You'll partner with brand and creative where needed, but you should be comfortable drafting strong WhatsApp, SMS and email copy yourself.
• Develop best-practice playbooks for journey design (welcome flows, nurture, reminder sequences, re-engagement, post-test-drive follow-up) that we can roll out across our OEM clients.
• Partner with product and engineering to feed learnings back into the Convert roadmap, influencing what we build next.
• Report results clearly to internal stakeholders and OEM clients, with crisp narratives around what we tested, what we learned, and what's next.
• Stay close to deliverability and compliance across each channel (GDPR, opt-in handling, WhatsApp Business policy, SMS sender ID rules) so our experiments ship without surprises.

CRM Manager