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About the role
Key responsibilities & impact- Execute retention, adoption, and success lifecycle programs as defined by Customer Marketing strategy.
- Deliver onboarding, value-realisation, and renewal-adjacent communications in partnership with Marketing Automation and Content teams.
- Execute operational and support-related customer communications, ensuring accuracy, timeliness, and customer clarity.
- Coordinate with the Marketing Automation Lead to operationalize lifecycle journeys and ensure smooth handoff between strategy and system execution.
- Support execution of Voice of Customer and survey programs, including deployment, tracking, and coordination of follow-up actions.
- Monitor program delivery and flag risks, gaps, or opportunities for improvement to the Retention & Success Lead.
- Maintain documentation, calendars, and execution readiness for retention and success initiatives, particularly during periods of change (e.g. migrations, platform updates).
- Collaborate with GCS, Support, and Product teams as required to ensure lifecycle execution aligns to customer realities.
Requirements
What you’ll need- 5-8 years experience in customer marketing, lifecycle marketing, customer communications, or a related field.
- Demonstrated ability to deliver multi-touch lifecycle programs with attention to detail and operational discipline.
- Comfort working within automated systems and collaborating with automation specialists, even if not configuring tools directly.
- Ability to manage multiple concurrent initiatives and execute reliably under time pressure.
- Strong written communication skills with a customer-first mindset.
- Organised, execution-oriented, and comfortable working within defined strategy and guardrails.
Benefits
Comp & perks- Flex working arrangements
- Home office reimbursement program
- Baby bonus & parental leave top up program
- Online learning and networking opportunities
- Electric vehicle purchase incentive program
- Competitive medical and dental benefits
- Retirement savings program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer marketinglifecycle marketingcustomer communicationsmulti-touch lifecycle programsoperational disciplineprogram deliverydocumentationsurvey programstracking
Soft Skills
attention to detailtime managementstrong written communicationcustomer-first mindsetorganisedexecution-orientedcollaborationability to manage multiple initiatives