Academy Engagement Manager

About the Role

Make Academy is looking for a Customer Education Lifecycle Manager to design and implement a learner engagement and retention strategy from the ground up. Your mission is to ensure that learners progress successfully through the Make Academy journey, develop the skills they need, and ultimately adopt Make to drive customer retention and growth.

This is a brand-new role with minimal established processes, so we need someone who thrives in an autonomous environment and is dedicated to crafting and implementing scalable lifecycle strategies that enhance learner engagement. You’ll be responsible for mapping the learner journey, driving engagement through tech-touch strategies, and leveraging automation and analytics to create personalized learning experiences.

If you have experience in learner or customer journey mapping, engagement marketing, or lifecycle management—and you’re passionate about using data, automation, and behavioral insights to optimize learner experiences—this role is for you.

What You’ll Do

Learner Journey Mapping & Optimization

• Analyze and map the entire learner lifecycle, from onboarding and activation to course completion and ongoing skill development.
• Identify key engagement opportunities and drop-off points, developing strategies to drive learner progress and completion rates.
• Design personalized learning pathways that align with different learner needs and experience levels.

Engagement & Retention Strategies

• Develop, implement, and optimize tech-touch engagement campaigns to guide learners through Make Academy.
• Design triggered messaging sequences to provide timely nudges, reminders, and encouragement based on learner behavior.
• Utilize segmentation and personalization to create tailored learning experiences.

Automation & Data-Driven Personalization

• Leverage automation and integration tools (including Make) to create scalable, data-driven engagement workflows.
• Build and manage email marketing campaigns in Customer.io, including segmentation, personalization, and lifecycle automation.
• Implement A/B testing and continuously optimize campaigns to ensure measurable impact.

Analytics & Performance Tracking

• Analyze learner behavior using tools like Google Analytics and Mixpanel to identify trends and improve engagement.
• Define and track key success metrics, such as course completion rates, activation time, engagement trends, and retention impact.
• Use data insights to drive continuous improvements in learner experience and lifecycle strategies.

LMS & Learning Experience Optimization

• Explore and leverage Thinkific’s capabilities to enhance engagement and retention.
• Collaborate with the content team to ensure that learning experiences align with user behavior insights.

Must-Have Skills & Experience

• +3 years of experience in learner or customer journey mapping, with a focus on engagement and retention.
• Expertise in segmentation and personalization, creating targeted engagement strategies.
• Hands-on experience with email marketing tools (Customer.io, HubSpot, Braze, or similar).
• Fluency in English (both written and spoken) to communicate effectively with learners and stakeholders.
• Proficiency in A/B testing and data-driven decision-making.
• Familiarity with email design and coding concepts such as HTML and CSS
• Experience using analytics tools (Google Analytics, Mixpanel, or similar) to track user behavior and optimize engagement.
• Strong understanding of automation tools and integration platforms.
• Ability to work autonomously, build processes from scratch, and experiment with new engagement approaches.
• Excellent communication and cross-functional collaboration skills in a fast-paced environment.

What we offer: 

• A multinational team with 40+ nationalities creating the future of automation.
• 25 days of vacation and 4 sick days.
• Stock units. Enjoy RSU grants in a rapidly growing company increasing in value every day.
• Remote work and flexible hours. Structure your hours and work location to suit your needs. Stay flexible, even with a full-time job.Additionally, we support our remote colleagues by providing a monthly allowance.
• Learning & growth opportunities. Every team member has access to a learning platform for development and enrichment opportunities. Coaching, mentoring, training, languages, tech conferences? Up to you!
• 🌱Internal mobility. You will find plenty of tools and opportunities if you decide to grow or change your career path. We fully support your career development.
• State-of-the-art equipment. We provide a height-adjustable office desk with a notebook/MacBook and a 34’’ curved monitor, plus access to the company’s 3D printer.
• Extra parental leave. We offer paid leave for new parents, including up to 24 weeks (primary parent) and 12 weeks (supporting parent).
• Multisport card. We contribute to your Multisport card.
• Our weekly breakfasts, lunches, and Friday breaks give on-site colleagues a chance to unwind together. Additionally, we have an unlimited snack bar to enjoy every day.
• You can expect many furry friends of various sizes, shapes, and colors in our Prague office and you can bring your own too! :)
• Last, but not least, you can look forward to various events like game nights, pizza & movie nights, and sport-related activities

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