Loyalty & Retention Lead at Zoom Video Communications
As the Loyalty & Retention, Lead you’ll be responsible for building and executing the integrated marketing strategy for Zoom’s online business. Data driven program manager that is passionate about diving deep into analytics to gain actionable insights to improve activation. Monitors product usage, and upsell tracking to tailor messaging and product/web improvements to the customer journey. Supports ecommerce business and is the owner for our coupon code program and cancellation flow. The ideal professional fit is collaborative, analytical, a strategic thinker, and effective influencer. You’ll need exceptional verbal and written communications, ability to drive strategy through data, drive change through influence, and exceptional project management skills are a must for success in this role.
What you’ll do
Build and execute quarterly marketing plans to drive improvements in activation, usage, upsell, and retention for zoom.us.
Manage the discounting strategy for our online business keeping an eye on brand perception, revenue upside and churn risk.
Setup and manage new marketing campaigns and automations through channels such as in-product messaging, web notifications, and retention programs.
Collaborate with product, customer and content marketing teams to develop customer centric automated campaigns.
Manage the end user onboarding dashboard - determine content, messaging, and track usage.
Monitor competitors, industry trends and emerging markets to drive future growth.
Track and report on performance of trigger and transactional programs on a monthly basis, identifying key wins and future recommendations.
BA/BS degree or equivalent work experience
Must have eCommerce experience, preferably in the software or retail
5+ years of customer marketing or retention/loyalty marketing experience
Demonstrated track record of building campaigns and executing across channels
Strong strategic thinking, communication and analytical skills required
Excellent verbal and written communication skills
International experience a plus
Experience in video or web conferencing in the cloud is a plus
Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
All your information will be kept confidential according to EEO guidelines.
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