Lifecycle/CRM Manager

Summary

Join Thimble, a leading insurtech platform, as their Lifecycle/CRM Manager to own and manage email, push, in-app, SMS, and social media marketing communications for both broker and consumer audiences. You will design strategies, optimize campaigns, and build workflows to increase revenue, retention, and engagement throughout the customer lifecycle. This role requires a strong analytical mindset, data-driven decision-making skills, and experience with CRM tools like Iterable and Sendgrid. The ideal candidate will have 5+ years of experience in a similar position, preferably at a startup or in a highly regulated field. Success will be measured by increased customer engagement and improved KPIs across various channels. This is a fully remote position with excellent benefits.

Requirements

• 5+ years in a similar position, preferably at a startup or insurance company, or in a highly regulated field
• A career and track record focused on CRM/lifecycle, ideally with experience focused on our target audience of small business owners
• Creative and analytical mindset with a strong focus on data-driven decision making
• Up-to-date with best practices for lifecycle/CRM tools including Iterable, Sendgrid, UserGuiding, LinkedIn, Meta Business Suite, Canva, and business data tools like Google Analytics, Omni, etc
• Technically savvy with a demonstrated ability to learn new systems quickly
• Intermediate knowledge of HTML
• Strong attention to detail for QAing messages and audience selections
• Exceptional verbal and written communication skills
• Increase new premium via increasing customer/broker engagement rates across email, social, and in-app channels
• Alignment of initiatives with department and company goals
• Improved KPIs include but are not limited to: 1. All audiences: Opens/Open rate, Clicks/CTR, engagement, unsubscribe rate, etc. 2. B2B: Portal Logins, Webinar Registrations, Activations, Policies Sold, etc. 3. D2C: Web visits/traffic, clicks to quote, reactivations, expansions, etc

Responsibilities

• Understand and speak to business metrics and goals that drive growth across Thimble’s broker and customer channels
• Design strategy for existing and new lifecycle channels to engage and drive performance for both potential and existing Thimble customers across the whole lifecycle
• Partner with our Product and Insurance teams to understand the product roadmap and identify all events and the appropriate communication necessary to create the best user experience possible
• Audit and optimize existing marketing lifecycle campaigns and customer segments (based on behavior, performance, demographics, and other relevant factors)
• Identify cohorts, events, build workflows, and work closely with various stakeholders to deliver messages that generate engagement
• Experiment! Work with the team to ideate, prioritize, and execute experiments within your channels at a rapid clip. Ensure best practices within testing framework, and report on outcomes and next steps
• Develop and execute a revenue-generating consumer-facing e-newsletter targeted to small business owners, driving a growing, relevant subscriber base. Collaborate on content calendar and partners/ad sponsors
• Own reporting that creates transparency for everyone, including leadership, to clearly see the impact of CRM as well as make decisions swiftly

Preferred Qualifications

Excel skills (pivot tables, data matching, and manipulation) preferred

Benefits

• Fully remote company
• Thimble Fridays! (out of office at 12:00pm local time)
• Comprehensive health, vision, and dental coverage
• 401(k) auto enrollment and matching (100% of the first 3% and 50% of the next 3%)
• PTO: 20 days vacation + 8 floating days + 10 company-wide holidays + 1 VTO (Volunteer Time Off) + unlimited sick time
• Parental Leave: 100% paid 12 weeks + 2 weeks gradual return
• Computer choice of Mac or PC
• Work from home setup reimbursement
• Monthly co-working space and/or child care reimbursement
• Monthly ClassPass credit
• Quarterly wellness reimbursement
• Other health & wellness perks including: One Medical, Teladoc, Talkspace, Kindbody, and Health Advocate
• Virtual events, happy hours, trivia, and fun!