Senior Customer Marketing Manager
3 months ago
dopay is seeking an experienced senior customer marketing manager with a strong B2B focus on **Retention & Lifecycle and customer advocacy **to lead strategies that deepen relationships with our existing business clients, workers, increase engagement, and enhance customer **Lifetime Value (LTV)**. This role will be responsible for managing and developing a personalized customer engagement across the entire lifecycle via multi touch channel from onboarding to advocacy, ensuring that dopay delivers exceptional value at every stage.
**Responsibilities**:
- **Customer Retention & Engagement**:Design andDevelop and end to end marketing strategies aimed at enhance loyalty and increasing upsell/cross sell opportunities to improve LTV based on demographics, behavior, and engagement levels to resonate with specific customer groups to improve relevance and effectiveness
- **Customer Journey Mapping**:Build and optimize customer journey maps to understand the end to end customer experience. Identify key touchpoints and opportunities for dopay to add value, ensuring positive experiences throughout the customer lifecycle
- **Onboarding & Activation**:Develop comprehensive onboarding and activation programs for new clients to ensure they understand how to get the most out of dopay’s products and services. Create personalized materials that highlight key features and provide training to ensure smooth adoption
- **Churn Reduction Initiatives**: Develop proactive strategies to **reduce churn**, including re-engagement campaigns, product education efforts, and personalized retention offers. Identify at-risk customers early and implement interventions to retain them
- **Customer Advocacy & Loyalty Programs**:Develop and manage customer advocacy programs (including referral, loyalty, and testimonial programs) to reward repeat customers and encourage them to refer new customers to dopay. Leverage customer success stories, case studies, and feedback to build a community of advocates
- **Retention Metrics & Analysis**: Track, analyze, gather insights on customer pain points, satisfaction levels, and behavior trends. Work with the sales and customer success teams to proactively identify and address early signs of churn. Provide actionable insights and recommendations for continuous improvement
- **Collaboration with Product & Sales Teams**: Work closely with the sales and product teams to ensure retention efforts are aligned with product development and overall marketing strategies. Collaborate on customer journeys that lead to higher engagement
**Requirements**:
- Bachelor’s degree in Marketing, Business, Communications, or a related field
- 5+ years of experience in **customer marketing**, **lifecycle marketing**, or **retention marketing** in a B2B to B2C environment
- Strong understanding of **customer journey mapping**, **customer segmentation**, and personalized marketing approaches
- Ability to design and implement **advocacy programs**, including referral and loyalty initiatives.
- Experience with **B2B SaaS** or **fintech** companies is highly desirable
- Experience with **CRM platforms**, **marketing automation tools**, and **analytics tools** (e.g., HubSpot, Salesforce, Google Analytics)
- Strong analytical skills with experience tracking **lifecycle metrics** such as churn, retention, and LTV
- Excellent communication and storytelling skills, with the ability to build strong relationships with key decision-makers (CFOs, HR leaders, business owners)
- Experience with **A/B testing methodologies** and a data-driven approach to campaign optimization
- Excellent project management skills with the ability to manage multiple campaigns and initiatives simultaneously
- Experience with **NPS**, customer satisfaction surveys, and **customer advocacy** platforms.
- Excellent communication, project management, and stakeholder management skills.
- Sense of Ownership & Responsibility, Proactive & Self-Motivated, Problem-Solving Skills
- Experience in the fintech or financial services industry
**Benefits**
Why Join dopay?
- Be part of a mission-driven company dedicated to advancing financial inclusion in emerging markets.
- Lead a creative team in a fast-growing fintech company where innovation and impact are at the forefront.
- Work in a collaborative and diverse environment that values creativity and growth.
- dopay is an equal opportunity employer, committed to fostering an inclusive and dynamic workplace for all.
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