Customer Marketing Lifecycle Manager

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Customer Lifecycle Marketing Manager role

We are looking for a creative, data-driven “make it happen and make it real!” marketer with a passion for delivering exceptional customer experiences and building long-term customer relationships in a SaaS environment. Your main goal is to increase our in-app upgrade and adoption conversions to drive customer lifetime value.

This position is accountable for measurable commercial outcomes – including customer lifetime value (LTV), expansion revenue through uplift ROI campaign activity – and for leading a high‑performing team to deliver these outcomes across multiple regions and languages in a SaaS, B2B technology environment.

What you will do...

• Develop and own the lifecycle program strategy, content creation, customer segmentation, targeting requirements, and campaign measurement approach across multiple channels

• Manage the delivery of programs via CRM platforms (Marketo and Intercom, email, in-app and other channels

• Own and lead the roadmap development for customer Upsell and Adoption programs and campaigns in line with the overarching business goals.

• Continuously improve the lifecycle and upgrade experiment roadmap covering both short-term campaigns and long-term series, testing across incentives, creative, content, and cadence, deriving insights to impact initiatives.

• Own and lead campaign analysis, hypothesise outcomes, develop campaign optimisation strategy, and communicate impact and findings with relevant stakeholders and leadership team.

• Work cross-functionally to prioritise and plan out a pipeline of programs- define the right customer attributes (i.e. personas, behavioural data, email and product engagement) to build relevant, personalised, and real-time campaigns using transactional, promotional, and educational content strategies.

• Design standard business rules (frequency, prioritisation, channel, exclusions) in partnership with Customer and product teams.

• Partner closely with Strategic Operations, Product Marketing, Product, Design and customer teams — to serve the most effective content possible, share and learn from feedback, and strengthen our customer-facing communications.

• Represent the customer marketing team in company-wide transformation projects, i.e. customer data structure improvement, cross-team communications orchestration, etc.

• Manage a team of customer marketing analyst and specialists, providing guidance and mentorship for their daily tasks and career growth.

What you have...

• Relevant individual accountability in lifecycle marketing ideally in a SaaS or eCommerce.

• Campaign Management: Demonstrated expertise in planning, executing, and optimising marketing campaigns across multiple channels, multiple regions, and multiple languages.

• Strong Communication Skills: Excellent written and verbal communication skills to effectively convey messaging, write copy and engage with customers. Ability to develop compelling content for different stages of the customer lifecycle.

• Customer Segmentation and Personaliszation: Experience in segmenting customer base and tailoring marketing campaigns and communication to specific customer segments. Understanding of personaliszation techniques to deliver relevant and targeted messaging.

• People Management Experience:Comfortable managing a team of junior team members.

• Data Analysis: Proficiency in analysing customer data and deriving actionable insights. Strong analytical skills to segment customers, track campaign performance, conduct A/B testing, cohort analysis and make data-driven decisions.

• MarTech: Strong knowledge in marketing data and tech stack, understands the architecture and operating principles of data warehouse <> CRM tech stack. Experience with marketing automation and web platforms such as Marketo or Salesforce Marketing Cloud, Intercom, Salesforce tech stack, CDP (Heap) and analytics platform (Tableau).

• Stakeholder Management Skills: Excellent ability to present strategic analysis to product team, business managers, and senior leadership as a story that influences action.

• Experience with marketing automation and web platforms such as Marketo or Salesforce Marketing Cloud, Intercom, Salesforce tech stack, analytics (Heap, Tableau), wordpress

• Cs. Proficiency in campaign tracking, A/B testing, and optimisation. We value experience in Marketo, Intercom, and Tableau.
  

  Our Perks & Benefits…

  - Fully remote

  - Mental health and well-being initiatives

  - Generous parental (including secondary) leave policy

  - Paid birthday, study and volunteering leave every year

  - Sponsored social clubs, team events, and celebrations

  - Employee Resource Groups (ERG) to help you connect and get involved

  - Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.