Customer Lifecycle Specialist

Summary

Join Moodle, a global leader in open-source learning management systems, as a Customer Lifecycle Specialist! Based anywhere in the Asia-Pacific region, this fully flexible role focuses on enhancing customer engagement and driving the MoodleCloud brand. You will collaborate with various teams to improve the MoodleCloud user journey, developing and implementing end-to-end customer lifecycle campaigns. This involves creating customer journey plans, collaborating on marketing materials, conducting user research, managing marketing automation tools, and analyzing customer feedback to drive growth and retention. You will also measure campaign effectiveness and propose improvements. Moodle offers a globally diverse team, flexible work arrangements, and a range of benefits focused on work-life balance.

Requirements

• Experience in a similar Customer Lifecycle role within a SaaS company, ideally within the EdTech sector or a related industry
• Experience managing marketing automation tools (bonus if you’ve used Intercom or Salesforce)
• Proven success with acquisition, engagement and retention automation campaigns
• Ability to write and maintain internal process and customer-facing process documentation
• Experience working with direct teammates in diverse timezones, as well as the use of Agile and Scrum approaches

Responsibilities

• Working with the Product Manager to create and maintain customer journey plans, campaigns and strategies that increase customer conversion, enhance customer relationships and drive engagement and retention
• Working with the Marketing team to share and create marketing material that shows off the Moodle brand
• Working with our User Experience team in research & user experience to better our product’s content
• Managing Intercom, our marketing automation tool to develop personalised end-to-end customer journeys
• Initiating and conducting Customer Interviews to understand our users better
• Analysing market research and trends, recommending product improvements, and identifying opportunities to increase overall revenue
• Analysing customer feedback and developing strategies on ways to improve MoodleCloud
• Measuring the effectiveness of current strategies and proposing recommendations
• Participating in various research and planning discussions according to the Roadmap

Benefits

• Taking on a genuinely flexible, distributed role, working from anywhere in the world
• A fantastic range of benefits, focusing on work-life balance, wellbeing and ‘choosing your own adventure.’
• Working with a global team on a worldwide platform and make a real difference