Lifecycle Marketing Specialist

Summary

Join Pleo's Lifecycle Marketing Team as a creative and data-driven executor. You will collaborate with cross-functional teams to ensure a coherent customer experience, working on projects such as improving self-service capabilities, refining communication channels, and facilitating customer feedback. Responsibilities include creating engaging content, working with various teams (Product, Customer Education, Support, CSMs, BDAs, AEs/AMs), and executing strategic goals for a self-service ecosystem. You will leverage data to develop product-led strategies and optimize processes. Pleo offers a unique work environment with flexible work arrangements, a Pleo card, health insurance grant, catered lunches, team camps, and generous vacation time.

Requirements

• Obsess about 1:many Customer Success
• Are excited about creative and effective ways to deliver messages to customers at scale
• Excel at cross-collaboration & clear communication
• Are very strong at stakeholder management & cross-collaboration
• Are clear in your communication
• Bring experience gained through training and job experiences
• Understand approaches, terminology, concepts, principles, and issues in the competence
• Work and think in a highly data-driven way
• Ability to leverage data from various sources to shape both strategy and tactics
• Strong degree of analytical skills, and being able to pull, transform and analyze data
• Strong skills in Excel
• Organise your time effectively
• Plan projects and resources to succeed
• Communicate effectively with stakeholders
• Prioritise ruthlessly

Responsibilities

• Work tightly together with cross-functional teams in the respective problem space to ensure the entire Customer Experience is coherent and effective
• Work with Product teams to ensure there is clear two-way communication
• Work with Customer Education to ensure we are leveraging all the best resources and the best time as well as accounting for different learning styles and journeys
• Work with Support to ensure customers feel they can adequately self-serve when they get stuck
• Work with CSMs, BDAs & AE/AMs to productize and the way we serve our customers
• Support the facilitation of relevant comms requests from the rest of the company
• This role will be partially responsible for aiming to harmonize all 1:many comms with the overall lifecycle marketing strategy
• You will be supporting the actual execution of these requests and partnering with teams and domains to create a more relevant and coherent experience for customers
• Create engaging content across multiple channels
• Create direct communication to customers
• Work with copywriters & content design to maintain a consistent voice and style
• Work with the localisation team to ensure we are catering to the right customers in their preferred languages
• Execute on the strategic goals for developing an awe-inspiring self-serve ecosystem
• The primary focus is to ensure customers can feel supported and become successful without any human support
• Become experts in our tools (Iterable, Appcues etc.) and directly build the experiences leveraging the latest techniques
• Contribute to product-led strategy and suggest areas of opportunity
• Leverage existing resources better than we have done before
• Propose new, more sustainable methods of educating, engaging, exciting and evangelizing customers at scale
• Leverage relevant data resources to iteratively develop our product-led strategy
• Successful methodologies for solving problems are used or adapted for other segments (sales-assisted/low-touch)
• Optimise processes and create clear documentation enabling the rest of Pleo
• There is still a lot to define and a lot to be improved. You’ll be expected to provide feedback on identifying and implementing opportunities to enhance how we work
• We are a small team and need to enable the rest of the company in a scalable way. Clear documentation will be a key part of this movement

Preferred Qualifications

• Great copywriting skills are a big plus
• Are a source of knowledge & learning
• Knowledge in SQL is a plus
• Seek new ways to use skills to improve the team and domain outcomes
• Have a deep and detailed knowledge of the product
• Show an intense curiosity and hunger to learn
• Drive your own self-learning to become equipped to execute at a high level
• Become ingrained in the product-led space and look beyond Pleo for inspiration
• Challenge yourself to learn relevant skills outside your comfort zone

Benefits

• Get your own Pleo card, which means full autonomy and no out-of-pocket spending
• A health insurance grant to make sure you’re fit of body and mind to do your best work
• Tasty catered lunch
• Flexible work – and we really meant that. Work from where you want, when you want, for whatever reason you want. We trust you
• Once a quarter (give or take), our entire company gets together at a team camp. We’ve just been to Costa Brava , we’d love to see you at the next one
• 25 days of annual holidays, on top of the standardised festive and bank-related ones, of course
• Loads of weird and wonderful niche communities to join in the company