Job Description

Description

The Director of Lifecycle Marketing will be the main person leading our Lifecycle Marketing Client Fulfilment team. He/She is mainly accountable for client retention for our portfolio of high-growth e-commerce brands, while doing so profitably.

He/She is responsible for leading the Client Fulfilment team to understand and meet our clients' goals and expectations. Part of what it takes to retain clients and deliver success include but are not limited to:

• Developing, executing and continuous optimization of high-converting lifecycle marketing strategy for our clients
• Create an amazing experience for clients while they work with us (everything from the way we communicate with them, the work we do for them and pricing)
• Build and Motivate our Client Fulfilment Team to deliver the best results and experience for our clients

The Director of Lifecycle Marketing ensures that the right people, structure and processes are in place for us to serve our clients well on the strategy side of things.

This individual also serves an important R&D role ensuring we're kept up-to-date with the latest lifecycle marketing strategies.

The Director of Lifecycle Marketing will report to our COO and work closely with our internal client servicing team which includes our Client Strategy Manager, Client Success Manager, Team Leads, Marketing Executives, and our Creatives (Graphic Design and Copywriting) team.

Detailed Accountabilities:

• Improving and maintaining high client retention % (>90% MOM retention %)
• Coming up with (or optimising) the necessary team structure, culture and incentives to serve our clients effectively (deliver impactful results) and efficiently (without wastage of resources) - Team Building
• Coming up with the right systems and processes internally to ensure that we consistently deliver results to our clients hence, improving our client retention rate % - Education
• Coming up with the right systems and benchmarks to monitor the performance of all accounts and the right next SOPs if an account is performing above/below the benchmarks
• Joining in client calls to observe how our team interacts with clients and assist in resolving client issues
• Developing training programs/resources for our internal team members to educate them on lifecycle marketing strategy and mindset
• R&D: Ensuring that we're kept up-to-date with the latest developments in Lifecycle Marketing
• Working with our Creative Director and Copywriters to ensure that our email & SMS creatives are coherent with the strategy provided
• Ensuring that the Client Fulfilment team maintains a healthy profit margin
• Representing Chronos Agency in speaking events
• Working closely with our internal teams to deliver client success
• Ensuring that the internal team has all the skill sets and tools to successfully deliver results and retain clients
• Maintaining and improving the culture of our Client Fulfilment team
• Employee Career Growth and Retention

Requirements

• 6+ years Experience in DTC E-commerce Email, SMS and CRM Marketing in the North American Market (either on the brand or agency side; you don't have to be in the North American region itself, you just need to have experience selling to the NA market)
• Relevant experience in creating and scaling end-to-end omni-channel programs (email, push, SMS) across customer lifecycle stages
• Have managed a lifecycle marketing program that generated over $1m in email sales or had >200k in active subscribers
• Experience with Klaviyo is a must
• Experience in other marketing channels such as paid Facebook, Instagram and Google advertising is a plus
• Confident and comfortable with communicating with clients across different geographies and timezones
• Willing to take part in a paid assessment (to be confirmed)
• Portfolio of past work and references to be made available

Benefits

• Full-time remote work setting
• Paid Time Off (30 days annually)
• Observance of public holidays
• Internet Allowance
• Health and Wellness Allowance
• Technology Benefit
• Maternity and Paternity Benefit
• Loyalty Rewards
• A library of internal resources and training
• Performance-based Incentives and Bonuses
• Bi-annual all-expenses-paid company workation
• Outcome-focused Environment
• Hear what our employees say about working with us (

)

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