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Director, Lifecycle Marketing

Palo Alto, CA, USA | Medable

  • Industry:
    Internet / Online Media
  • Position Type:
  • Functions:
    General Management
    Marketing
  • Experience:
    7-10 years
    10-12 years
Job Description:
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Medable's mission is to get effective therapies to patients faster. We provide an end-to-end, cloud-based platform with a flexible suite of tools that allows patients, healthcare providers, clinical research organizations and pharmaceutical sponsors to work together as a team in clinical trials. Our solutions enable more efficient clinical research, more effective healthcare delivery, and more accurate precision and predictive medicine. Our target audiences are patients, providers, principal investigators, and innovators who work in healthcare and life sciences.


Our vision is to accelerate the path to human discovery and medical cures. We are passionate about driving innovation and empowering consumers. We are proactive, collaborative, self-motivated learners, committed, bold and tenacious. We are dedicated to making this world a healthier place.


Job Description


We are seeking an experienced and passionate Director of Lifecycle Marketing who will build the customer marketing strategy, leveraging Medable’s owned and operated communication channels that span from email, live chat, SMS, in-app, and web. You will be an advocate for the optimal user journey across standard growth states (full funnel - lead, to retention, to winback), as well as company-specific lifecycle states, while also keeping in mind company growth and revenue targets and initiatives.


The ideal candidate for this role thrives in fast-paced, results-oriented environments and can manage complex projects and competing priorities. 


In your first 30 days in this role, you will define lifecycle stages (potentially by persona) and create a strategy that is optimized for activation, engagement, retention, winback, and loyalty. You will have a data-driven approach and encourage the team to look for ways to continuously optimize for customer needs and behaviors. You will audit current lifecycle tools, systems, and infrastructure to identify and propose the optimal lifecycle marketing toolkit. Lastly, you will look to understand the holistic customer journey, as well as gain familiarity with our products and pricing plans.


In your next 30 - 90 days in this role, you will continue to find ways to scale and accelerate the business by finding ways to personalize communications and lead marketing opportunities that nurture leads in meaningful ways.


The Impact you will make 



  • Create and execute Medable’s lifecycle marketing strategy that optimizes for high conversion, retention and holistic multi-channel experiences and experimentation. Partner with cross-functional stakeholders to define lifecycle stages, key actions, and high value customers. Test and assess varying tactics such as trigger based onboarding communications or proactive re-engagement campaigns to inform your recommendations

  • Outline customer segments and create a marketing plan for each of the key segments with the goal to create rich relationships with our customers. Run multi-channel tests to validate key hypotheses around propensity models and frequency capping

  • Identify and build a scalable lifecycle marketing stack in partnership with Engineering, Product, Growth, and Data Science, with a key focus on performance of cross-channel customer marketing communications

  • Build and manage a high performing team that thinks about customer centric user journeys across the app, web and email. Ensure that multi-channel marketing calendars are content forward and account for whole and enriching user experiences

  • Oversee the team’s campaign execution is seamless and has delightful landing experiences across the app, web and email

  • Partner with Brand, Product, Product Marketers, Performance, Growth, Engineering and Data to unlock new marketing channels (native app, SMS, web push) and improve existing ones (email, web, blog)

  • Lead scaleable personalization efforts for the app, web and email 

  • Be prepared to address project pivots in a fast-paced environment

  • Build, manage and develop a team


Qualifications


Attributes for Success 



  • 8-10+ years experience in lifecycle marketing, CRM, retention marketing or product marketing

  • Proven track record of creating lifecycle marketing strategies and driving business results

  • Demonstrated acumen in marketing strategies, multi-channel marketing, and creative thinking 

  • Deep understanding of the subscription SaaS tech space and/or life sciences industry is a plus

  • Collaborative and empathetic leader who has managed high performing teams

  • Extensive experience with CRMs and marketing automation platforms (Braze, Hubspot, Twilio, etc)

  • Experience as a people manager; passionate about developing strong engagement marketers deeper into their career paths

  • Self-starter who can create clarity and order in ambiguous situations

  • Strong work ethic and willingness to get in the weeds to get the job done

  • Strong understanding of data analysis and having a data-driven approach

  • Strong communicator who excels in fast-paced and collaborative environments

  • Strong attention to detail and project management skills

  • Strong written and verbal communication skills

  • BA/BS degree


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