Consumer Engagement Specialist

LastPass is looking for a Consumer Engagement Specialist: 

The ideal candidate is a strategic yet hands on team member that has a strong mastery of user psychology, a data-informed mindset and is a customer journey architect who turns insights into action. They have extensive marketing experience with B2C subscribers, managing campaigns across the subscriber lifecycle to drive activation, engagement and retention. They have strong written and verbal communication skills to work with their team and cross-functional stakeholders across the business to drive campaigns and initiatives forward.

If you are passionate about complex problem solving and motivated by scale, then this is the role for you!

Who will you work with?

As a Consumer Engagement Strategist, you’ll report directly into the Director of Consumer Retention, collaborating closely with Customer Experience, Product, Marketing, Data and Engineering teams. You’ll regularly work closely with other team members across the organization to drive key initiatives and deliver results.

What are some of the exciting challenges you will be working on?

• Lifecycle Journey Design: Execute an automated, data-based marketing communications across the customer lifecycle that drive high value behavior and improve customer retention
• Churn Reduction: Intervene at high-risk points during onboarding and engagement
• Feature Adoption Acceleration: Drive early adoption, ongoing usage and long-term value to improve usage penetration and customer engagement
• Experimentation & Testing: Manage a test-and-learn roadmap to improve activation rate, message effectiveness and user behavior throughout early lifecycle
• Data-Driven Strategy & Reporting: Analyze retention and engagement data independently and in partnership with analytics teams to uncover actionable insights and translate findings into initiative.

What does it take to work at LastPass?

• Extensive experience in lifecycle, CRM and retention marketing – preferably in a subscription, SaaS or freemium-to-paid consumer business
• Proven track record of designing and scaling programs that drive measurable improvements in activation, feature adoption and renewal
• Strong analytical skills with proven expertise in using data to drive impactful retention initiatives
• Experience working in cross-functional environments alongside Product, Data, Creative, Marketing, Operations and Customer Support Teams
• Experience working across a variety of Customer Data Platforms and CRMs
• Experience in consumer-grade experimentation frameworks
• Customer focused mindset